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Customer Support Manager
Present in 20+ countries ShippyPro is a multi-language Shipping Management Software that helps Merchants and Omnichannel brands to ship their e-commerce orders. Our customers are looking for the best way to deal with shipping and ShippyPro provides the easiest one.
We love change and transformation, so we’d like to drive Innovation and Sustainability into the shipping world! How? Simplicity is one of our keywords. Innovation and Simplicity together make shipping accessible to everyone.
ShippyPro is always looking for high-energy, self-motivated, committed individuals who are passionate about their work. We’re building a culture where amazing people (like you) can do their best work at ShippyPro. We have a no door policy, that means we encourage openness, honesty and respect for other points of view.
Our team members enjoy a challenging environment and they take care of each other, but mostly we are food lovers (most of all the Italian one, of course)!
Looking for a company where you can be part of a handsome team, shaping the future of global e-commerce? Welcome on board!
ShippyPro is now on the lookout for an experienced Customer Support Manager to join an ambitious team during an exciting growth phase. You will be responsible for managing the Customer Support team, offering mentoring and organising the workflow. You will ensure our chats, emails and ticketing requests are dealt with smoothly and efficiently, leasing with the tech support as and when necessary, to ensure the best possible Customer Experience within our platform.
You will be responsible for:
Managing a growing Customer Support Team
Organising the workflow within the team and offering guidance when needed
Ensuring all customer requests are dealt with effectively and in timely fashion
Lease with our Tech Team and Project Manager as and when necessary
Keep up to date with new integrations and train the other team members on new features
To succeed in this role it is essential that you:
Speak and write fluently in Italian and English (a third European language will be considered a plus)
Have experience (3-5 years) managing a Customer Support function within the SaaS industry
Are tech-savvy and pick up on new technologies very quickly
Have experience managing a growing team and monitoring chat, ticketing and emails
Believe in offering the best customer service possible to ensure customer retention and service quality
It will constitute a plus for this role if you:
Have international experience
We are based in Florence, Italy. This role could be performed either in a hybrid form or fully remotely
Remote working options. We are happy to welcome every new member into our state-of-the-art (literally!) office in Florence, however we are also a modern and agile company, and are open to full or partial remote working where possible
No clocking in/out. We don’t believe in micromanaging and our working relationships are based on mutual trust, that’s why we don’t require our team to clock in and out of work. Of course, this trust relationship works both ways!
Work alongside an ambitious and supportive team. We are growing fast and no two days look the same at ShippyPro, but one thing never changes: your colleagues are always there to support you and to bounce off ideas!
Growth and learning opportunities. We believe that in order to grow as a company, our team also needs to continue learning and developing. Did you know that we have a growing Library in our office and you can borrow as many books as you like?
Free coffee policy. We are an international team, but our HQ is in Italy, hence we do take coffee breaks very seriously. Hot drinks are on us, and occasionally, Aperitivo too!
No dress code. That’s right, no formal attire is required when working in our HQ
Do you think you’ve got what it takes for this role? Then send your application to us today!