Location
This is a Full Time, Exempt position.
Your mission
Webscale is a leading managed services platform. Its fully optimized, highly secure and reliable automation platform streamlines the migration and management of ecommerce storefronts in any public cloud, including Amazon Web Services, Google Cloud Platform, and Microsoft Azure.
As we extend our business, we are looking for an Account Executive who enjoys hunting new logos and setting records. You must have a track record of success generating sales through personal contact, prospecting, business case justification, demonstrations, phone calls, reference selling and written proposals. You will be responsible for managing the complete sales cycle from lead identification through contract negotiation, signing and transition to customer success.
What we’re looking for
As part of the Webscale leadership team, the VP of Customer Support will play a crucial role in refining the customer support strategy, ensuring cost-effective service delivery, and leading a dedicated support team. This role requires a strategic thinker with a passion for ecommerce and a deep understanding of Magento, WooCommerce, and Shopware platforms. The ideal candidate will be a hands-on leader with a proven track record of optimizing support operations and maintaining high customer satisfaction in a mature startup environment.
Key Responsibilities:
- Strategic Leadership:
- Develop and implement a cost-effective customer support strategy aligned with the company’s business objectives.
- Drive continuous improvement initiatives to enhance support processes, customer satisfaction, and cost efficiency.
- Set clear performance goals and key performance indicators (KPI’s) for the customer support team.
- Team Management:
- Lead, mentor, and manage a global team of support professionals, fostering a culture of excellence and collaboration.
- Recruit, train, and retain top talent to build a high-performing support team.
- Set clear performance expectations and conduct regular performance reviews.
- Develop succession plans and talent development initiatives to ensure a skilled and motivated team.
- Customer Support Operations:
- Oversee the day-to-day operations of the support team, ensuring timely and effective resolution of customer inquiries and issues.
- Implement and maintain support tools, systems, and processes to streamline operations, improve efficiency, and reduce costs.
- Monitor support metrics and KPIs to assess team performance and identify areas for improvement.
- High-Touch Support:
- Develop and maintain a high-touch support model tailored to the needs of ecommerce clients using Magento, WooCommerce, and Shopware, while optimizing support costs.
- Ensure the team delivers personalized, proactive, and solution-oriented support to enhance customer loyalty and retention.
- Collaborate with other departments to address complex customer issues and improve overall service delivery.
- Customer Experience:
- Champion the voice of the customer within the organization, providing insights and feedback to drive product and service improvements.
- Develop and execute customer feedback mechanisms to gather insights and measure customer satisfaction.
- Create and maintain a knowledge base and self-service resources to empower customers and reduce support requests.
- Technical Expertise:
- Stay current with the latest trends and developments in ecommerce platforms, hosting technologies, and support best practices.
- Provide technical guidance and support to the team, ensuring they have the knowledge and skills to assist customers effectively.
- Collaborate with the engineering team to address technical challenges and enhance product offerings.
Standard Qualifications and Experience
- Bachelor’s degree in a relevant field (e.g., Computer Science, Business Administration).
- Minimum of 7 years of experience in a customer support leadership role, preferably in a profitable tech company.
- Deep understanding of ecommerce platforms, specifically Magento, WooCommerce, and Shopware.
- Proven track record of optimizing support operations and costs while maintaining high customer satisfaction.
- Strong leadership and remote team management skills, with the ability to inspire and motivate a diverse team.
- Excellent communication and interpersonal skills.
- Strategic thinker with a customer-centric mindset and a passion for delivering exceptional service.
- Ability to thrive in a dynamic environment and manage multiple priorities effectively.
- Technical aptitude and a solid understanding of web hosting technologies.
About Webscale
Webscale is a unified observability and delivery platform provider that equips modern ecommerce business owners with deep insight into every facet of ecommerce infrastructure and user experience, while enabling their developers with powerful software to optimize and secure their storefronts. The Webscale platform supports any ecommerce application and can be deployed in any cloud, including Amazon Web Services, Google Cloud Platform, and Microsoft Azure. Webscale powers Fortune 1000 brands including Dollar General, Unilever, Swarovski, Olympus, Regal Cinemas, and many more B2C and B2B ecommerce storefronts across 12 countries. Webscale has offices in Santa Clara, CA, Boulder, CO, San Antonio, TX, Bangalore, India, and London, UK.
Salary Range & Benefits
The Salary Range for this position is $150,000 to $225,0000 and includes commissions and performance-based bonuses. The range for the posting reflects the minimum and maximum range of salaries for the position offered across all US locations. Within the range, individual compensation is determined by work location, job-related skills, experience, competencies, relevant education or training. This position is also eligible for equity. Other rewards and benefits include: health, vision, and dental insurance, accident, disability and life insurance, 401k plan, sick leave and flexible paid-time off.
How to Apply:
Submit your resume to jobs@webscalenetworks.com, by March 1, 2025.
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