Shogun is on a mission to help brands create the best ecommerce experiences in the world, and in the process, become the world's best remote company.

We've been growing rapidly since being in the Winter 2018 batch of Y-Combinator, and after recently closing our Series B funding round, are now in hyper-growth. Our teams are diverse, fully distributed, and with no offices - we are looking for team members who are comfortable with and motivated by the opportunity to work remotely.

Location

For this position, we are looking for candidates located in the United States or Canada.

What You'll Do

Providing high quality customer service is a core focus for Shogun. As Support Operations Manager, you'll help our support teams work & grow effectively and be well-prepared to assist our customers at the best of their capabilities. As we continue to scale, you'll partner closely with our Director of Client Services to provide valuable feedback and insight. You'll regularly coordinate with regional team leads to ensure they're well-informed on the day-to-day and that coverage needs are met.

Key Responsibilities

  • Maintain multiple coverage calendars for our globally-distributed teams
  • Coordinate with individuals and team leads to ensure consistent coverage
  • Review timecards for accuracy & approval
  • Monitor inboxes during peak hours for critical escalations
  • Coordinate with team leads to ensure special projects reach completion
  • Provision new team members with tools necessary for their respective role

Need to Have

  • Well-organized
  • Strong attention to detail
  • Familiarity with customer service tools
  • 2+ years experience scheduling within multiple international time zones

Nice to Have

  • Experience in team leadership, critical feedback, and motivation
  • 2+ years experience providing high-volume frontline support a a SaaS company
  • 2+ years experience in project management or HR/operations

What We Offer

  • Competitive salary
  • Benefits (vary by location)
  • A highly skilled and dedicated team that is fun to work with
  • Remote work – We are a diverse and distributed team that uses Slack, Zoom, Notion and other tools to stay connected

Our Values

  • Work in the open: Operate with high integrity and choose what's right over what's easy. Be transparent as a company and with each other
  • People are People: Treat yourself, colleagues, and customers with dignity, empathy, and respect. Start from a presumption of positive intent
  • Win and grow together: Strive to be the best, individually, and as a team. Support and encourage each other. Seek opportunities for growth

Shogun supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class.

We are hiring in the United States, Canada, Ireland, and the United Kingdom, and are interested in every qualified candidate who is eligible to work in these regions without employment visa sponsorship. Please refer to the position specific location requirements listed under the location section of the job description.

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