Manager of Technical Support (CA/UT)

3PL Central is the fastest-growing SaaS solution in the third-party logistics market. Keeping up with the massive increase in online retail activity from companies like Amazon, Shopify, Target, and the growth in supply chain logistics can be challenging for warehouses. Born within an active 3PL warehouse, 3PL Central built the first cloud-based warehouse management platform to better serve customers and increase warehouse efficiencies to grow their businesses. We pride ourselves on understanding and delivering best practices and excellence to 3PLs and their customers. 

 

The Role: 

As the Manager of Technical Support, you will oversee and guide the Tier 2 and API / EDI support teams.  These teams act as our support to Tier 1 agents when things get tricky, as well as handle our more technical support requests for API, Integration, and EDI areas of our product lines.    

Your team acts as the liaison between product and support, alerting appropriate teams of active issues, grooming a backlog of feature requests, and acting as the voice of our customer and support team.  Our Tier 2 agents also act as mentors to our Tier 1 agents, providing real time coaching and sharing product knowledge  

Overall, as the Manager of Technical support, you will act as a mentor and leader to our most technical teams within support.  Process improvement is key!  You’re always looking for ways to make everybody’s jobs easier, and easier to bring on new agents to your team. 

 

What You Will Do: 

  • Lead and mentor Tier 2, API, Integration, EDI and Product Escalation employees 
  • Develop and maintain strong relationships across the company, with an emphasis on our product and development teams.  
  • Participate in GTM activities with our Product and Engineering teams 
  • Be a change agent – optimize current processes, remove obsolete ones, and create new processes in the spirit of ensuring our customers are successful 
  • Be a technical resource for your team and the broader support team. 
  • Own customer service strategy for your teams and improve key metrics 
  • Maintain a high standard of service for all team members using Quality Assurance methods 
  • Organize and surface new and ongoing issues reported by customers to the appropriate team within the organization, acting as the voice of support and our customers.  
  • Work with our internal documentation team to ensure that internal and external facing documentation in your area is kept up to date 
  • Track and monitor employee performance, engage in regular 1:1’s, and perform performance evaluations 

You Bring/Are: 

  • 2-3+ years management experience  
  • 5+ years technical support experience with an emphasis on API’s and Integrations.     
  • Metrics focused, process-oriented and obsessively organized  
  • Ability to work in a very fast-paced, constantly evolving, team environment  
  • Experience in b2b, SaaS important 

Bonus Points If You Have: 

  • Salesforce, Intercom, Confluence, Postman, Jira, and Utilization tracking tools  
  • Experience and understanding of third-party logistics (3PL)  
  • EDI experience 

Apply Now

About Us:

We look for team players. Authentic people that strive for excellence and aren’t afraid to be themselves while they do it — because that’s what special teams are made of. If you’re ready to make an impact, take on responsibility, and be a part of our team, then apply to join our team. Our promise is to help enable and equip you for long term success, all while being surrounded by good people looking to do amazing work.

To create the highest performing team of professionals, 3PL Central focuses on recruiting a dynamic, diverse, and inclusive team that represents our customers and greater communities. To increase diversity, 3PL Central’s recruiting and hiring efforts focus on attracting individuals that are diverse in thought, experience, age, race, ethnicity, gender identity, sexual orientation, religion or belief, nationality, disability, veteran status, and any other protected status.

Teams at 3PL Central are expected to empower, engage, and hold their peers accountable for nurturing an inclusive environment where every individual has an equal opportunity to advance and be fairly compensated for their work.

3PL Central does not accept unsolicited resumes from recruitment agencies or search firms and is not responsible for any fees related to unsolicited resumes.