Engineering Manager, Customer Success
at Bold Commerce
Toronto, ON, Canada -
Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
---|---|---|---|---|---|---|---|
Immediate | 09 Sep, 2024 | Not Specified | 10 Jun, 2024 | N/A | Good communication skills | No | No |
Required Visa Status:
Citizen | GC |
US Citizen | Student Visa |
H1B | CPT |
OPT | H4 Spouse of H1B |
GC Green Card |
Employment Type:
Full Time | Part Time |
Permanent | Independent - 1099 |
Contract – W2 | C2H Independent |
C2H W2 | Contract – Corp 2 Corp |
Contract to Hire – Corp 2 Corp |
Description:
WHO IS BOLD COMMERCE?
Bold Commerce makes checkout better, helping brands convert more shoppers in more places. As a leader in the composable commerce space, Bold Checkout is the only high-converting, customizable headless solution with built in subscriptions and pricing capabilities, for a checkout without limits.
Named one of Built In Austin’s Best Places to Work, Canada’s Top Employers for Young People, and Manitoba’s Top Employers, we’re a dynamic team that truly cares about building the future of ecommerce. We live by the BUILDERS Code, a shared set of practices, beliefs, and values that help shape this remote-first company.
Founded in 2012, with team members (Builders) located throughout Canada and the U.S., and backed by investors like OMERS Ventures, WhiteCap Venture Partners, and Round13 Capital, Bold is leading the way to a better, composable ecommerce future.
Responsibilities:
ABOUT THE ROLE
We are looking for a talented and driven Engineering Manager to join our Customer Success Team. Supporting both our Checkout and Shopify divisions, this role requires a unique blend of technical expertise and leadership skills. As both a leader and active contributor, you will guide and mentor a team of talented engineers while directly engaging in solving complex technical issues. You will ensure our customer success operations run smoothly and efficiently, maintaining the highest standards of customer satisfaction.
WHAT YOU’LL DO
- Lead, mentor, and inspire a team of customer support engineers, fostering a collaborative and high-performance culture.
- Combine leadership responsibilities with direct involvement in technical support and problem-solving.
- Collaborate with cross-functional teams, including product development, QA, and customer success, to ensure seamless resolution of customer issues.
- Develop and implement strategies to improve support processes, enhance customer experience, and reduce response times.
- Analyze support metrics and feedback to identify trends and areas for improvement.
- Provide technical guidance to the team in troubleshooting and resolving customer issues.
- Ensure timely communication with customers regarding technical inquiries and escalations.
- Drive continuous improvement initiatives and promote best practices within the support team.
- Build a robust knowledge base by exploring our product suite and understanding their features and functionality.
REQUIREMENT SUMMARY
Min:N/AMax:5.0 year(s)
Outsourcing/Offshoring
IT - Hardware / Telecom / Technical Staff / Support
Customer Service
Graduate
Computer science engineering or a related field or equivalent experience
Proficient
1
Toronto, ON, Canada