CRM & Workforce Management Administrator

Pirates Wanted: CRM & Workforce Management Administrator

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 CRM & Workforce Management Administrator otherwise known as a Chart Keeper 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:

• Fire the cannons: (Optimize CRM & WFM Systems) Maintain and enhance our CRM and Workforce Management tools to support a high-performing CX team.
• Anchors away: (Own the CRM Tool) Ensure full CRM functionality leveraged, such as working cross-functionally to support data capturing needs, survey distribution, and email campaign support.
• Chart a course: (Workforce Planning & Forecasting) Own and maintain the WFM tool, ensuring its accuracy, optimization, and full utilization of features. Partner with the CX Analyst to support projections and derive insights that enhance workforce planning and efficiency.
• Dig up treasure: (Process Automation & Efficiency) Develop workflows, macros, and automation to streamline customer support processes and increase agent efficiency.
• Data Analysis & Reporting: Provide actionable insights into customer interactions, agent performance, and workforce trends.
• Find the tradewinds: (AI & Automation Implementation) Leverage AI-powered tools and automation to improve support efficiency and customer satisfaction.
• Aft rigging: (Project Management) Lead system-related projects from planning to execution, ensuring smooth implementation of new features and optimizations.
• Uncover hidden treasure: (Vendor & System Management) Act as the primary administrator for CRM and WFM platforms, liaising with vendors to troubleshoot and implement new features.
• Scrawl it all: (Training & Support) Educate CX management teams and agents on best practices, new features, and process improvements to ensure effective tool utilization.
• Lower Jacob’s Ladder: (Manage & Mentor Systems Support Roles) Provide leadership and guidance to systems support roles, such as the Systems Sentry, to ensure alignment and efficiency in CRM and WFM operations.
• Make it so easy a drunk monkey could do it: (Cross-Functional Collaboration) Partner with CX leadership, QA, Training, and Operations to drive continuous improvement in customer support delivery.
• Ride the seas of change: You’re comfortable in a remote environment where there’s lots of change.
• Sail from your port o’ call: You’re able to work from home and connect with your crewmates throughout the day over chat, voice, and video through company provided equipment. Quarterly in-person meetings at varied locations.
• Hoist the Jolly Roger: Share your experience, expertise and interest with the crew to enhance our fun and progressive culture.

Requirements/Minimum Qualifications:

• 8+ years of experience in CRM administration (Intercom preferred) and WFM systems.
• Strong background in workforce planning, scheduling, and forecasting.
• Expertise in workflow automation and integrations.
• Experience in analyzing customer support metrics to drive decisions.
• AI and automation experience, particularly in a CX environment.
• Strong project management skills and ability to execute system improvements.
• Ability to work cross-functionally with CX, Operations, and IT teams.
• Strong problem-solving skills and adaptability in a fast-paced environment.

Bonus Points For/Preferred Qualifications:

• Knowledge of customer support analytics tools (e.g., Tableau, SQL, or Databricks).
• Experience working with micro and small businesses, understanding their unique support needs and challenges.
• YARRrrr! The ability to speak like a pirate!

Compensation & Benefits:

• Compensation - The pay range for this role is $110,000-$120,000 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.

We work to ensure our company 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 environment where everyone can feel included.

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!
• The crew helps select nonprofits for our quarterly donation program.
• 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.
• We acknowledge the identities and experiences of everyone.

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.

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.