Manager, Support

 

About us

At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.

The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

Win as One. Delight Customers. Deliver Great Outcomes. 

About the role

Location: On-site

Hours: Business Hours for varying LOB’s. Open availability is a requirement.

About the team

The Support team is made up of frontline support leaders and support agents.

What will you be doing?

As a Manager for Support, you will lead and develop a team of frontline support leaders, enabling them to deliver exceptional customer experiences and drive performance across their respective teams. You will focus on empowering your leaders to coach, motivate, and develop their agents while maintaining alignment with broader organizational goals and priorities.

In this role, you’ll set the vision and strategy for your area of responsibility, ensuring operational excellence and consistency across teams. You will mentor support leaders through regular check-ins, leadership development sessions, and performance reviews, building their capacity to lead effectively. By analyzing performance metrics—including CSAT, quality, and productivity—you’ll identify trends, address blockers, and translate insights into actionable strategies for continuous improvement.

You will partner closely with cross-functional stakeholders to anticipate challenges, manage escalations, and drive long-term solutions that enhance both customer and agent experiences. Your leadership will also extend to managing key initiatives such as pilot launches, process improvements, and technology-driven innovations (e.g., AI deflection strategies).

Operating in a dynamic, fast-paced environment, you’ll cultivate a culture of curiosity, adaptability, and collaboration—celebrating wins, fostering transparent communication, and ensuring your leaders feel supported and aligned with shared goals. You’ll regularly present updates and insights during forums such as weekly and quarterly business reviews, keeping senior leadership informed and engaged on team performance and opportunities.

Key Responsibilities

Admin Responsibilities	Monitor queue levels and agent availability in real time Communicate agent status, queue changes, and call drivers to WFM and domestic support teams Track and manage attendance records Coordinate team schedules and internal communications Support logistics and resource management  Assist with onboarding and offboarding processes Ensure compliance with company policies and procedures Organize team engagement activities and morale events Participate in internal initiatives and special project
1x1 and Team Meeting	Maintaining consistent 1x1 for each agent Ideally every week or bi-weekly to maintain a connection to agent and foster support culture  Maintain consistent team meeting, ideally monthly to ensure all agents are aligned on updates changes across org or within Auctane Organizing team engagement activities, participating in internal initiatives or special projects
Quality Assurance Review	Complete a minimum of two quality assurance reviews per agent each month Prioritize reviews based on agents' primary support channels and/or underperforming CSAT’s  Provide timely, constructive feedback to build agent confidence and enhance the customer experience
Coaching	Providing feedback that drives improvement and keeps agents motivated  Set clear goals and expectations  Monitor improvement and provide feedback Performance Management- Understanding when to move to PIP/partner with HR and how to manage it.
Reporting	Understand reports we use to track and understand agent and team performance  Agent time cards, Time off requests (same responsibilities as current domestic leaders)
Documentation	Documenting agent 1x1/ coaching in Lattice Maintaining strong organization (notes, emails)  Creating an action plan when applicable
Presentation	Reporting and presenting at WBR/MBR’s  Presenting proposals or recommendations for improvement. Including White paper format or RCA.  Presenting to team, peers and Sr. Leadership
Review/Merit Increases	Completing reviews  Make recommendations for merit/promotions
Other Items	1-2 years of previous management experience  Understand Brand Story Leadership Cultural Expectations (empathy, assume positive intent, ownership, support operating principles, safe environment to make mistakes, comfort holding others accountable) Maintain strong communication with Domestic team on customer/ agent issues to drive a better experience

What are we looking for?

We’re looking for a highly motivated leader who is passionate about agent success and customer satisfaction. The ideal candidate brings a proactive mindset, thrives in fast-paced environments, and leads with empathy, kindness and curiosity.

You actively participate in team discussions, lead by example, and are eager to support leaders in both daily operations and long-term development. We value team members who can make thoughtful, practical decisions, even when the answer isn’t written in a playbook. In this role, you’ll be expected to approach challenges with a level head, apply logic to unfamiliar situations, and use good judgment to assess risks, prioritize actions, and find efficient paths forward. 

The ideal candidate thrives in fast-moving environments, can pivot quickly when priorities shift, and remains composed and clear-headed under pressure. You’re not just reactive but you’re proactive. You look at the bigger picture, identify emerging trends and take initiative to address issues before they impact performance.

We’re seeking someone who:

• • Brings active participation and collaboration to every meeting, project, and initiative
  • Can quickly adapt to change while keeping the team focused and aligned
  • Maintains a consistently positive, solutions-oriented attitude
  • Demonstrates proactive thinking and a willingness to step in where needed
  • Uses data and frontline insights to identify patterns, trends, and opportunities for improvement
  • Communicates clearly, confidently, and with empathy
  • Is highly organized, able to prioritize effectively, and manage competing tasks
  • Champions the agent experience, advocating for the tools, training, and support they need
  • Stays inquisitive and curious, always looking to learn and ask the right questions
  • Brings creative problem-solving skills to improve both the support team and customer outcomes

What will make you stand out?

The strongest candidates for this role are those who go beyond the basics of daily tasks and bring a strategic, people-first mindset to every challenge. 

You’ll stand out if you:

• Show up consistently with energy, curiosity, and a drive to participate
• Take initiative to solve problems before they’re problems, not after
• Can analyze trends in performance or process and turn them into action
• Bring creativity and flexibility to change; you pivot with purpose, not panic
• Are a strong communicator who builds trust through empathy, clarity, and accountability
• Thrive in coaching conversations, helping leaders grow both skill and confidence
• Know how to prioritize with intention, even when everything feels urgent

The Tech

• Google Suite

What do we offer?

• 💜 An inclusive and upbeat work environment. The personality and opinions of each of our team members are important and valid; we aim to offer all employees a safe environment where they can be themselves and thrive.

Additional Position Duties: (The following is a list of what all employees, except those with medical accommodation, may be regularly required to do.)

• Sit for prolonged periods of time
• Utilize wrist and hands for a prolonged period of time
• Walk short distances
• Stand for short periods
• Speaking and conversing with others
• Lift up to 25lbs without assistance up to chest height

Equal Opportunity Employer/Veterans/Disabled

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