Technical Support Manager

Who are we?

• Art Storefronts (www.artstorefronts.com) is an E-commerce website platform for Artists, Art Galleries and Print Studios and we are GROWING RAPIDLY.
• We are 100% family-owned, we are profitable, have zero financing concerns, and will never need to raise capital.
• We are a ground-floor opportunity to come in at the perfect time, apply your ambition, take on a bunch of responsibility, and move forward in your career faster than you ever could anywhere else.
• We deliver a product and an experience that is actually meaningful and good for the world.
• We empower artists and photographers to take control of their lives, build valuable businesses, eliminate onerous middle-men and make the most money from their work.
• We are Customer Obsessed and use it as a guiding principle.
• We believe we should work every day enjoying who we work with, what we do, and be ready to tackle big problems and opportunities.
• We want high energy, high passion, overachieving, and a glass-is-half-full attitude.
• Salary negotiable based on experience
• Do not apply for this position if you have not taken the time to research our company
• Reference: 3sAoQoRZbc7cG-og1jBhGjsuN9yo1wEr05EJGvK6iV1Al_temrG8A6rF9UKUYEfY

Position Overview:

Manage the Tech Support Team with the goal of providing a world class customer experience. This role is responsible for the prioritization of the engagement and development of the day to day execution of direct reports. 

• Coach and develop the tech support team to ensure customer experience expectations are being met and consistently improved.
• Monitor, maintain and develop business KPIs in line with company objectives
• Ensure teams operate efficiently within current policies and procedures relating to proactive selling, pricing, order entry, complaint handling and telephone enquiries
• Be the expert in knowledge of our platform to ensure proper coaching of our team members and communication with our customers 
• Establish team direction, strategy and daily activity including day-to-day balancing of workload and priorities
• Conduct regularly scheduled one on one meetings to provide feedback and coaching opportunities for direct reports
• Develop effective working relationships with other internal departments
• Manage weekly/monthly reporting of departmental KPI’s
• Manage and help drive special projects as the business dictates
• Implements production, productivity, quality, and customer-service standards
• Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results
• Other duties as assigned

You should have the following skills, experience and/or qualifications:

• 3-5 years of support leadership experience. Account management and regional sales management.
  Positive and solution oriented demeanor
• Excellent communication skills with the ability to assist any customer type and motivate employees
• Experienced in hiring, training, managing, and developing Support Team Staff
• Self-starter with the ability to develop/implement strategies in line with the company's business vision.
• Process improvement skills
• Strong decision-making skills
• Managing processes
• Staffing
• Planning
• Tracking budget expenses
• Analyzing information
• HTML, CSS, Javascript skills preferred  
• Must be fluent in English both writing and speaking
• Experience working with and troubleshooting software applications
• Must be able to take support calls
• Must be able to work in Central Standard Timezone from 8:30 am-5:30 pm CST, Monday-Friday and occasional weekends
• Experience working with a team 

Work Hours & Benefits

• Standard business hours 8:30am-5:30pm CST M-F
• Some weekend support will be required
• On call for emergency site outages and customer escalations
• Company (Supported) Medical, Dental, and Vision
• Up to 2 weeks of Paid Time Off
• 6 paid company holidays
• Bonus opportunities