Director of Customer Support

Pirates Wanted: Director of Customer Support 

Every ecommerce business deserves the cheapest shipping rates. That’s why Pirate Ship’s simple shipping software levels the playing field for small businesses, giving them free access to the deepest shipping discounts with no fees or hidden costs. We’re currently on the lookout for exceptional pirates to join our crew as a Quartermaster otherwise known as a Director of Customer Experience to us here at Pirate Ship. 

Pirate Ship is a remote-first company, and like any jolly crew of pirates we operate in a casual and creative atmosphere, where everyone’s ideas are welcome and having fun is encouraged. We offer competitive pay, exceptional benefits, and the opportunity to tell people you’re a pirate when they ask what you do. As Steve Jobs said, “It’s more fun to be a pirate than to join the navy!”

Responsibilities:

Lead yer’ crew:

• Manage and mentor the CX management team, providing guidance, performance feedback, and professional development opportunities.
• Foster a collaborative and supportive environment among management, encouraging teamwork and knowledge sharing.
• Maintain clear performance expectations for individuals and CX teams, conducting evaluations and providing feedback, 
• Collaborate with ReCREWtment and other internal teams on hiring and onboarding new crew members to the department.

Turn people to pirates:

• Ensure the team delivers on brand world-class, high seas service to all Pirate Ship customers across multiple channels (chat, email, social media) through inspirational, values-driven leadership
• Own and iterate internal controls assessing quality delivery - conducting regular reviews of customer experiences, identifying opportunities for improvement and implementing proactive solutions.
• Collaborate closely with management teams to uphold the consistent delivery of exceptional service, adhering to CX best practices and company policies, developing internal programming and workshops to inspire alignment to brand delivery. 
• Draft, implement, execute and maintain policies and procedures to enhance the handling of customer conversations
• Serve as an escalation point for complex customer issues and provide guidance to equip team members with the tools and knowledge to tackle complexities with efficiency and expertise.

Chart a strategic course:

• Collaborate with the VP of CX to develop and execute strategic plans to improve customer support operations, drive efficiency, and inspire creativity. 
• Generate comprehensive reports on key performance metrics, leveraging data-driven insights to provide actionable recommendations in optimizing team performance 
• Lead the development and continuous improvement of customer support processes and technology to enhance service delivery, especially as it relates to our quality management and delivery 
• Collaborate cross-functionally to address customer feedback and enhance product/service offerings.
• Contribute to special projects in coordination with the senior leadership team.

Analytics and Data-Driven Decision Making:

• Develop data analytics initiatives to assess performance, customer satisfaction, and operational efficiency within the CX team in partnership with CX Analyst.
• Utilize data and trends to inform decision-making processes, create actionable insights, and make recommendations for performance improvements.
• Analyze customer interactions across all channels (chat, email, social media) to identify trends, areas for improvement, and opportunities for automation or process optimization.
• Use data visualization and reporting tools to communicate findings and performance trends with senior leadership and cross-functional teams, ensuring data accuracy and accessibility.
• Implement data-driven solutions to optimize team workflows, agent performance, and customer satisfaction, fostering a culture of continuous improvement across the department.

Ride the tides in the seas of change: 

• You’ll be comfortable in an environment where there’s lots of change all the time.

Sail from your port o’ call: 

• You’ll be working from home, but will connect with your crewmates throughout the day over chat, voice, and video through company-provided equipment.

Hoist the Jolly Roger: 

• You’ll have the opportunity to share your background, experience and interests with the crew to enhance our fun, progressive culture.

Requirements/Minimum Qualifications:

• At least 5 years of management experience in customer support or a similar capacity, preferably in a remote or startup environment.
• Proven track record of data-driven decision making and analytical skills.  
• High emotional intelligence and proficiency in change management.
• Exceptional communication skills, especially in chat-based channels.
• Strategic planning and project management abilities.
• Intermediate to advanced computer skills, preferably with Mac OS experience.
• Ability to work independently in a remote environment.

Bonus Points For/Preferred Qualifications:

• Additional years of management or senior leadership experience, especially in a remote environment.
• Experience in eCommerce and supervising teams that support customers using a software platform.
• YARRrrr! The ability to speak like a pirate!

Compensation & Benefits:

• Compensation - The pay range for this role is $150,000-$170,000 yearly USD plus a performance based bonus.
• Vacation Time - We offer 144 hours of accrued vacation time to start to keep our pirates rested & rejuvenated! 
• Paid Holidays - 12 paid holidays per year.
• Paid Sick Time - 80 hours annually.
• Medical Insurance - 100% covered for Pirates by the company and kicks in the first of the month after enrollment. If you want to add any dependents (spouse, partner or children), they’ll be 50% covered.
• Dental and Vision -  100% covered for Pirates and 50% covered for dependents.
• 401(K) - We offer a Traditional 401(K) and a Roth 401(K), and pirates who contribute 1-3% of their annual salary get matched 100% by the company.
• Parental Leave - Full 12 weeks for parents for the birth, adoption, or foster placement of a child.
• Home Office Reimbursement - We provide a one-time home office reimbursement of up to $1,500 to purchase an ergonomic desk and chair.
• Other Stipends for Remote Individuals - Wifi & snacks, we’ve got y’er back!
• Virtual Tacos for ARRrrrsome Rewards- “Hey Taco!” is our employee recognition program where you can give and receive virtual "Tacos" which can be redeemed for rewards.

We Sail Under Our Three Pirate Codes:

• People Over Plunder - Screwing people over is a game for lily-livered landlubbers! We believe that doing what’s right is the tide that raises every ship, including ours. 
• Clarity, Not Confusion - Confusion is tyranny. Clarity is freedom. We strive to make things easy to understand and tackle real needs for our customers.
• Play or Perish - A life without laughter isn’t worth living. Why should that be any different in business?

Our Values Reflect Who We ARRrrr:

• Be Fair - Accessible to everyone, so no one’s left out.
• Be Nice - Empathy, humanity, and humor go a long way.
• Be Real - Be reliable and back up the pirate talk.

Pirate Ship is committed to provide equal employment opportunity (EEO) and equal pay to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. 

Pirate Ship will provide reasonable accommodations for qualified individuals with disabilities as needed. Our team of DEIB (Diversity, Equity, Inclusion, and Belonging) consultants continually review and improve our company so it is a safe and supportive environment for everyone. 

As our crew continues to grow rapidly, we want to do all we can to create an equitable and diverse environment where everyone can feel included. Incorporating DEIB practices into our crew's daily actions helps to establish a safe and supportive culture where everyone can thrive!

How we do this:

• We pay well and offer world-class health benefits so you can focus on being a balanced pirate!
• No degree? No problem. We value experience of all kinds!
• Quarterly donations are made to support under served and under resourced communities.  
• We provide anti-racism focused resources and materials to all employees including purchasing books and workshops.
• We’ve worked with professional DEIB firms to audit our internal processes to build supportive environments, equitable hiring rubrics, and inclusive language wherever possible.
• We sponsor emerging entrepreneurs in our community so they can get quality business guidance to pursue their passions.
• We don’t shy away from hard conversations. Building a better world takes constant feedback, conversations and hard work! We do engagement surveys twice a year to constantly iterate our policies and procedures. 
• Zero tolerance policy for discrimination. 
• We acknowledge the identities and experiences of communities and individuals living in the margins. Both our product and internal practices are focused on elevating the opportunities for these communities.

Before candidates officially set sail with Pirate Ship, we do conduct a post-offer, pre-employment background check. But don’t worry, Pirate Ship is all about second chances! We proudly consider qualified applicants with prior arrest or conviction records. Our commitment to building a diverse and talented crew means that we look at the whole person, not just their past, and we do so in line with local, state, and federal laws. So, whether you're a first-time sailor or have a bit of history, we’re excited to explore the possibility of you joining our crew!

We welcome feedback for making our company a lighthouse in the industry.