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Senior Support Director

POSITION: Senior Support Director
REPORTING TO: Co-Founder

LOCATION: West Hollywood, CA

THE OPPORTUNITY:

NuORDER is looking for a skilled individual who will be responsible for leading a small team of support specialists in handling all inbound client support requests through a variety of channels. The role is a fantastic opportunity for someone who wants to be hands on and help create & define the support structure & processes of NuORDER. This person will be fundamental to the success of how we scale and continue to provide the best possible service to our customers.

Specifically…

  • Drive exceptional team performance through KPIs around: CSAT, handle time, re-open, aging tickets & overall quality of responses
  • Manage ongoing recruitment needs
  • Identifying ongoing training opportunities and ensure strong product knowledge within the team
  • Frequent one-on-ones & team meetings with support members.
  • Initiate and execute ideas to help optimize team efficiency & productivity
  • Develop processes to help better manage customer tickets & review overall quality
  • Review of existing internal systems
  • Schedule resources based on client demands (global time zone needs).
  • Partnering with internal team leaders
  • Implementation of the necessary reports & tools to provide better visibility to the CS department, stakeholders & management
  • Become a NuORDER expert and understand the ins-and-outs of our web and iPad app to best serve client needs in both technical and non-technical fields.
  • Be a champion of world-class customer service, and have a passion for delivering a high quality customer experience.

REQUIREMENTS/QUALIFICATIONS/PERSONAL ATTRIBUTES:

  • Very strong passion to solve the customers problem (you are the voice of the customer)
  • 5+ years in SaaS service roles
  • Min 3+ years experience with leading larger support teams (10+ ppl) & previous experience implementing processes and systems with teams
  • BA/BS preferred, or equivalent experience
  • Comfortable multi-tasking and juggling competing/changing priorities in a fast-paced, ever-evolving, entrepreneurial startup environment
  • Extensive knowledge of current IT concepts, issues, practices, methodologies and trends 
  • Experience working with operating systems to establish monitoring and logging procedures Excellent communication skills, both oral and written
  • Demonstrate strong leadership skills
  • Ability to influence others, drive change and lead by example
  • Understanding of SaaS, CRM, ERP, and mobile software is a plus
  • We are still a small team – a strong willingness to get your hands dirty at all times
  • Above all else, able to think beyond the status quo with a can-do attitude and an appetite for success!

WHY NuORDER?

• This is a full-time position with a highly competitive compensation and benefits package (including unlimited PTO).
• The opportunity to work with a fast-paced, entrepreneurial team revolutionizing the fashion industry.
• Locations in the fashion and entertainment capitals of the world: Los Angeles, New York and London. 
• Be an integral part of a Company changing the way industries conduct business

THE COMPANY:

NuORDER is the fast-growing, venture-backed startup changing the way industries do business.  An enterprise-class, wholesale e-commerce application, NuORDER helps brands run their businesses in a smarter, smoother, more efficient way.  NuORDER is an innovative two-way sales solution and marketplace that allows brands and retailers to conduct their wholesale business online.  Eliminating the need for pen and paper, the cloud-based platform empowers brands to sell more in less time and allows retailers to make purchases more effectively.  In short, NuORDER is e-commerce for wholesale.

HIGHLIGHTS:

Funded from top tier investors and industry veterans.

o Upfront Ventures (www.upfront.com) 
o Greycroft Partners (www.greycroft.com)
o Creative Artists Agency
o Cowboy Ventures (www.cowboy.vc)
o Rachel Zoe (www.rachelzoe.com)

In a few short years company has scaled to working with over 800+ leading bands and over 250K registered retailers.

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