The Role

The ShopStyle User Support Operations team supports shoppers on our consumer-facing ecommerce site, ShopStyle, and content creators on our influencer marketing platform, ShopStyle Collective. The User Support Operations team acts as the ambassador of ShopStyle externally, while advocating for the user internally.

 

We support a global user base of shoppers and influencers who rely on ShopStyle to power their shopping experiences and content monetization. We are seeking a User Support Operations to drive the success of our direct support channels on both ShopStyle and ShopStyle Collective. You will lead the User Support Operations team, responsible for ensuring that day-to-day operations run smoothly and that we achieve our operational goals. You will lead our User Support Operations from San Francisco or San Mateo, with a team based out of Wisconsin, to drive a high level of performance in the queues and compatibility of workflows across the team. You will bring a data-driven approach to support operations while also employing strong soft skills to inspire and guide the team. Your passion for developing efficient and scalable support solutions will be on display in your work, and you will obtain a deep understanding of ShopStyle and ShopStyle Collective to help guide your decision-making and strategies.

 

Responsibilities:

  • Lead day-to-day user support operations: providing direction, coaching, and training as needed for user operations across ShopStyle and ShopStyle Collective
  • Workforce management: staffing and prioritizing appropriately to meet SLA and other KPI targets
  • Serve as the point of escalation for support cases and content moderation questions
  • Report on health and performance metrics for user operations
  • Act as the voice of the user within the organization, passionately championing for the best user experience using qualitative anecdotes and quantitative data
  • Create and maintain training and onboarding resources for new specialists and other future operations hires
  • Update the help center to reflect new product changes/launches
  • Working cross functionally with remote teams and remote user operations specialists

Required Qualifications

  • 4+ years in user support roles, 2+ years in management/leadership roles
  • Experience with Zendesk administration and reporting
  • Be able to navigate ambiguity while influencing key stakeholders

Preferred Qualifications

  • Experience working for consumer technology businesses
  • Demonstrated passion for user support
  • Experience using JIRA and Looker
  • Experience in the ecommerce and/or influencer marketing spaces

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