Senior Manager, Customer Support Operations at Wish

| San Francisco | Remote
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Company Description

Wish is a mobile e-commerce platform that flips traditional shopping on its head. We connect hundreds of millions of people with the widest selection of delightful, surprising, and—most importantly—affordable products delivered directly to their doors. Each day on Wish, millions of customers in more than 160 countries around the world discover new products. For our over 1 million merchant partners, anyone with a good idea and a mobile phone can instantly tap into a global market.

We're fueled by creating unique products and experiences that give people access to a new type of commerce, where all are welcome. If you’ve been searching for a supportive environment to chase your curiosity and use data to investigate the questions that matter most to you, this is the place.

Job Description

The Senior Manager of Customer Support Operations plays a critical role in achieving our mission. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience. More specifically, the CS Operations team is passionate about providing world class support and client services across our entire suite of products.

As the Senior Manager of Customer Support Operations you’ll be fully responsible for leading a team of experienced front-line customer support professionals to provide a world class experience for our E-commerce customers. You will be responsible for the delivery of front-line customer support globally, which entails building, growing and managing a high performing and diverse team across multiple locations and multiple contact channels. You will work with other global leaders, internal stakeholders and BPO partners to achieve a seamless customer experience and scale in a thoughtful, effective way.

This position will report to the Director of Customer Experience.

What you'll be doing:

  • ​​​​​​Responsible for leading global Customer Experience Operations responsible for serving our customers across multiple issue types.
  • Act as a proactive inspiring leader across the wider Customer Experience organization, with a strong bias to action and the ability to contribute to overall organizational strategy and direction.

  • Hire, lead and develop a diverse, high performing and globally distributed technical team, setting up the organization for success through investments in career growth.

  • Define and deliver on organizational-level OKR’s and service levels, enabling operational excellence across all aspects of the customer journey

  • Play a critical role in building, and managing a high performing outsourced operations team 

  • Manage the internal support teams process and interaction with our outsourced vendors

  • Help build and scale innovative focused subject matter expert programs to build a best in class support program 

  • Analyze vendor performance statistics and pain points to recommend optimized solutions to drive efficiency and scale

  • Collaborate with other stakeholders in the company to drive policy changes, quality results, and training for the vendors

  • Work closely with quality and training teams and define a close knit process to ensure that the vendors are getting the optimized training needed to meet and exceed our metrics and continue to provide world class support

  • Travel both domestically and internationally 10-20% of the year

Qualifications

  • Bachelor’s degree or higher required

  • 8+ years of B2C support experience ideally within fast growing startups

  • A drive for solving problems, building efficient processes, infrastructure and tools to scale a team

  • Strong quantitative analysis skills and a data driven approach to problem solving

  • Excellent written and verbal communication skills

  • Experience managing outsourced support teams ideally within a multi language environment

  • Experience working with FP&A and ability to provide business plans and cases when the need arises to ensure agent success such as reducing TPH

  • Proven track record of reaching and exceeding operational goals 

  • Demonstrated ability to perform well in a highly dynamic, rapidly changing environment

  • An ability to identify upstream blockers and prioritize solutions

  • A drive to consistently deliver results and exceed expectations

  • A strategic-thinking, solutions-driven mentality and a hunger to learn

#LI-RS1 #LI-Remote

Additional Information

Wish values diversity and is committed to creating an inclusive work environment. We provide equal employment opportunity for all applicants and employees. We do not discriminate based on any legally-protected class or characteristic. Employment decisions are made based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, please let your recruiter know. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

Individuals applying for positions at Wish, including California residents, can see our privacy policy here.

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Technology we use

  • Engineering
    • AWS (Amazon Web Services)Languages
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • HiveDatabases
    • MongoDBDatabases
    • RedisDatabases

Location

Our San Francisco office is located in the Citigroup Center with direct access to BART and surrounded by amazing restaurants and coffee shops.

An Insider's view of Wish

How do you collaborate with other teams in the company?

We do a lot of cross-functional work with other teams to create promotions, campaigns, articles, social media content, videos, and more. We also provide regional insights to stakeholders and exchange ideas to help grow each market. I love looking back and seeing how much my role has evolved since I started working at Wish!

Tania

Localization Manager, Spanish

How has your career grown since starting at the company?

My goal coming out of university was to learn how to scale the infrastructure of a growing company. Larger tech companies have mostly solved these scalability problems and Wish gave me the opportunity to solve tough problems hands on. Wish is now handling 100x the traffic since I joined and I'm still learning new things everyday.

Vitaliy

Manager, Software Engineering

What's the biggest problem your team is solving?

My role as a Brand Protection specialist at Wish revolves around reviewing and actioning on merchants that infringe on our Intellectual Property policy. My work will hopefully create a fair and trustworthy platform for both our users and merchants.

Miguel

Brand Protection Specialist

What are Wish Perks + Benefits

Wish Benefits Overview

Here at Wish, one of our top priorities is to maintain the health and well-being of our employees and their families. To achieve this goal, Wish covers 100% of insurance premiums for full-time employees and their dependents. And that's not all! In addition to our amazing benefits, we proudly offer many perks like fitness reimbursement, flexible work hours, generous paid time off, Wish cash, an ESPP program and many more...

Culture
Partners with Nonprofits
Wish proudly partners with Black Girls Code, University of Waterloo WiCS and Women Who Code through volunteering and hosting events.
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Coming soon!
Diversity manifesto
Diversity Employee Resource Groups
Our Wish Employee Resource Groups, or WERGs as we call them, are employee-led organizations that help build awareness, educate and drive inclusivity.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wish covers 100% of medical, dental & vision monthly premium costs for employees and their dependents.
Life Insurance
Pet Insurance
Wellness Programs
Wish offers a fitness allowance.
Mental Health Benefits
Employee Assistance Plan - Up to 5 in-person visits with a trained professional, per issue. Additional online benefits include legal, financial, childcare, and parental leave resources.
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Some Meals Provided
Breakfast pastries.
Fitness Subsidies
Wish offers a fitness allowance.
Home Office Stipend for Remote Employees
New! All full time employees are eligible to receive a monthly work from home stipend.
Professional Development Benefits
Job Training & Conferences
Wish offers "Wish for Leaders" management training program as well as other Learning & Development workshops.
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Wish offers up to $500 per year for job related professional development activities.
Customized development tracks
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