Product Support Team Lead

Founded in 2010, JOOR now services more than 14,000 brands and over 600,000 buyers across 150 countries, processing an incredible $1.7B in wholesale transaction volume each month. Backed by Macquarie Group, Battery Ventures, Canaan Partners & ITOCHU, JOOR is a Series D start-up that provides the world's most recognized brands and retailers with a digital wholesale management platform that transforms the way these businesses work.

With a CEO recently named a Glossy 50 "Changemaker in the Fashion Industry" and inducted into Forbes' "50 Over 50" 2022 class, JOOR is attracting top talent to drive market dominance. With our team of 150+ experts, we maintain an established global presence with employees in key markets in North America, Europe and APAC.

Why JOOR?:

• We are revolutionizing the virtual showroom experience  
• We partner with exciting brands, retailers, and technology partners from around the world
• We are a global company that is rapidly growing
• We are one of the most diverse and inclusive tech companies
• We have been recognized as a break-out technology start-up, continuing to drive innovation in the fashion & retail industry.

What we are looking for :

• Player-coach role within the Customer Support team
• Manage and resolve customer support inquiries via email, live chat and phone call
• Mentor and manage a global team of Support Specialists
• Partner with the Director of Client Relations to develop processes and strategies
• Define customer support KPIs and strategies to drive them
• Be knowledgeable of the JOOR platform and product releases, providing training for team members
• Be the escalation point for the team, troubleshooting the most complex and technical customer support issues
• Oversee the creation and maintenance of JOOR's knowledge base (user guides, FAQs, How-To videos, Webinars, etc.)
• Support team to meet customer satisfaction, efficiency metrics and issue resolution targets
• Collaborate with team members across Account Management, Product, and Engineering functions

We would LOVE to hear from you:

• Bachelor's degree
• 3+ years of SaaS customer service or call center experience preferred
• 1+ years experience leading and mentoring a team
• Stellar organization skills - nothing slips by you or falls through the cracks
• Live chat experience a plus
• Service Cloud experience a plus
• Strong computer and troubleshooting skills
• Basic knowledge of JIRA, HTML, CSS, Excel and SQL is a plus
• Strong reading comprehension skills with the ability to identify the root cause of a problem
• Customer-facing experience desired (retail, hospitality, online support, etc.)

What We Offer :

• Total Compensation:

The anticipated base salary for this position is EUR 45 - 50K. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held where applicable.

This position is also eligible for additional bonus.

• Perks & Benefits:
• Medical, Dental, Vision, Commuter and 401k plans
• Collaborate with our teams in LA, London, Madrid, Melbourne, Milan, Paris, etc,
• Access to Market Weeks to see the product in action
• Need a break? Flexible “My Time” policy - We want you at your best!
• Regular social events, including happy hours, lunch & learns, company off-sites, meetups and speaker series
• Transparency into the state of our business via monthly all-hands meetings, showcasing the company’s performance in relation to revenue and growth

We are one of the few tech companies with a female CEO and 1/3 of our engineering team is made up of women — well above the industry norm. Walking our floors, you'll find people of every shape, color, ethnicity and creed. If you are looking to join a team of innovators and trail blazers who value diversity of thought and experience, then JOOR may just be the place for you.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Excited about the role but still not 100% you fit the criteria? We would still love to hear from you!