Technical Support Operations Lead

About Upshop: 

Upshop is the foremost provider of a SaaS platform designed to streamline forecasting, ordering, production, and inventory optimization processes for food retailers. Its unified platform simplifies and enhances associate tasks, promoting smarter and more interconnected operations across Fresh, Center, DSD, and eCommerce departments. With over 450+ retailers and 50,000+ stores relying on its mission-critical operations platform globally, customers have witnessed substantial enhancements in sales, shrinkage reduction, food safety, and sustainability throughout their stores.
 

Overview of the role:  
We are seeking a highly organized and detail-oriented Support Operations Lead to join our Customer Support Team. This vital role ensures a seamless customer support experience by managing the ticket and call queue, triaging issues, and assisting the Customer Support team. As Lead, you will be the first line of defense, ensuring that issues are categorized, prioritized, and equipped with all relevant information for resolution within our SLAs. Your efforts will be key to maintaining efficient operations, customer satisfaction, and timely ticket resolution.

Responsibilities: 

• Ticket Management & Triage: 
  • Monitor and manage the incoming ticket queue in real-time, ensuring issues are processed according to our response SLAs. 
  • Analyze ticket details to identify the type, priority, and scope of impact, ensuring proper categorization. 
  • Gather any missing customer information according to company guidelines to ensure accurate issue assessment. 
  • Verify attachments (e.g., logs, screenshots, error messages) and request additional details when necessary. 
  • Identify the relevant product or service associated with each ticket. 
  • Categorizing tickets into priority levels (P1, P2, P3, P4) based on severity and impact. 
  • Perform ticket audits to ensure that Ticket Management team processes are followed, and SLAs are not breached. 
  • Generation & distribution of monthly service reports (e.g. ticket volumes, aging, etc.) 
• Critical Issue Escalation: 
  • Collaborate with customer support agents, Support Mangers and other relevant departments to resolve complex issues requiring cross-functional support.  
  • Provide actionable insights and internal comments for assigned agents to expedite issue resolution. 
• Team Coordination: 
  • Assign tickets to agents based on their skillsets, availability, and current workload, ensuring optimal ticket handling. 
  • Update tickets with follow-up information and ensure they remain actionable until resolution. 
• Customer Interaction: 
  • First point of contact for customer inquiries and issues. 
  • Handle phone calls through Zendesk, documenting issues using the "3 W’s" (Who, What, Where) to ensure clarity when assigning tickets. 
  • Personally address non-complex issues through resolution. 
  • Gather necessary background details and assign tickets to the appropriate team member for resolution within our SLAs. 
• Operational Support: 
  • Use internal dashboards to assess agent bandwidth and adjust ticket assignments as needed to balance workloads. 
  • Notify the team when stepping away to ensure uninterrupted coverage and continued operational efficiency. 
  • Encourage and act on feedback from customers and team members. This helps in identifying areas for improvement and making necessary adjustments to support processes. 
  • Generate and deliver reports to external stakeholders as required, ensuring clear and actionable insights. 
• System Administration: 
  • Serve as a back up to maintain and update ticketing system configurations.  
  • Serve as a back up to manage user access and permissions within the ticketing system. 
• Perform Trend Analysis:  
  • Identify trends at the following levels:  
  • Ticket Management – share coaching insights with Management  
  • Product Trends  
  • P1 Trends with Releases  
  • Customer Trends  
  • Root Cause Resolution Trends 
  • Ticket Management Training  

Qualifications: 

• 5+ years of experience in a Customer Support role, in a fast-paced environment. 
• Proficiency with ticketing systems such as Zendesk, JIRA, or similar platforms. 
• Proven ability to prioritize, escalate, and manage issues effectively to meet customer needs. 
• Passionate about delivering exceptional customer support with a problem-solving mindset, a customer-first approach, and a high level of empathy and patience to ensure timely, accurate, and high-quality solutions. 
• Strong organizational and multitasking skills, with a keen attention to detail. 
• Excellent written and verbal communication skills for clear documentation and effective collaboration. 
• Ability to analyze and synthesize complex information quickly to assess ticket priority and resolution. 

Preferred Qualifications:  

• Experience in the technology, customer service, or IT support industry. 
• Familiarity with internal service management frameworks and escalation processes. 
• Knowledge of industry best practices for support operations and customer service. 
• Familiarity with troubleshooting logs, error messages, and technical documentation. 

Benefits/Perks: 

• Hybrid working environment 
• Competitive salary 
• Employer-matched 401(k) plan 
• Attractive paid time off policy  
• Career growth and development opportunities 
• Home office support set-up