Senior Manager, Customer Success Engineering

Nacelle was built for technology-forward merchants drawn to the benefits of a headless architecture but dissatisfied with the costs and complexity associated with adoption. Leaders at FTD.com, Boll & Branch, and Thinx use Nacelle to eliminate the typical maintenance costs and infrastructure complexities related to going headless while accelerating their time-to-market. Unlike traditional commerce solutions, our product is built on event-driven and elastic core technology optimized for flexibility, performance, and customization.

Nacelle is an early stage, venture-backed, fully remote company. Recently closing our Series B round for $50m, our institutional investors include Tiger Global, Index Ventures, Inovia and more. We also have raised from notable industry angels including leaders from Shopify Plus, Attentive, and Klaviyo.

The Role:

We are seeking an experienced technical support Leader to help build, grow, and lead a team that is responsible for giving our customers quick, accurate and differentiated support so they can focus on doing what they do best. The Support Leader will work with various Nacelle organizations (Customer Success, Product, Sales, etc) and lead a team interacting with customers and agency partners via email, chat, and over the phone to unblock them on their toughest technical challenges. This person must be a self-starter and used to a fast-paced, energetic environment. They are comfortable dealing with ambiguity. Ultimately, this person should be passionate about building new teams, solving the customer's business problems and the technical challenges that accompany them. This role will report directly to the Senior Director of Customer Success and will work closely with Solutions Architecture, Customer Success, Sales, and Product teams.

The Impact You Will Have:

In 90 days:

• Recruitment & Hiring of Technical Support Engineers to handle Level 1 & Level 2 Support Calls
• Initial Migration from Jira Service Desk to Zendesk
• Implement process to effectively interact and escalate with Nacelle Product Organization
• Assist Product & Customer Success team with Defining and beginning to Implement Customer Intelligence Telemetry & Metrics

In 6 months:

• Complete Migration from Jira Service Desk to Zendesk
• Develop and lead new support automation processes, kb documents, etc to ensure maximum efficiency of the broader support team
• Design and Implement SSO strategy between Zendesk and Nacelle dashboard
• Implemented a global 24x7 Customer Support Team

In 1 year:

• Hired and deployed a resilient 24x7 Global Customer Support team
• Implemented a Customer Intelligence dashboard (either owned by you or teamed with Product organization)

Responsibilities Include:

• Recruiting, Hiring, and Retaining world class customer support engineers
• Player/Coach while building out the team
• Owner of 24x7 Support Organization and ensuring SLA's are met
• Implement and Achieve Agreed upon CSAT metrics
• Manage customer escalations/de-escalations
• Assist & Build Customer Intelligence telemetry (working with Product and SA team)
• Debug customer issues, owning cases through resolution while engaging or escalating to other teams as needed.
• Create and update non-technical and technical documentation for an ever-growing product
• Develop Ramp up process for new TSE's
• Develop and iterate on internal support processes

Skills & Qualifications:

• 5+ Years Leading building and leading global support teams within a SaaS company
• Experience deploying and managing Zendesk
• Ability to lead escalations across multiple teams and organizations (product, customer success, support, etc)
• Ability to form cross-functional relationships and influence others to ensure that business initiatives are achieved
• Highly adaptable to changes in priorities and business conditions while still driving towards results
• A proactive learner who is interested in developing skills in JAM Stack technologies such as React and Vue
• Working knowledge of APIs (both RESTful and GraphQL)
• You're able to present yourself with professionalism, friendliness, and a willingness to assist customers on their toughest problems
• You empathize with a customer's problem and are comfortable working with a wide range of customers - from developers to non-technical folks
• Demonstrated desire for continuous learning and improvement

Nice to Have:

• Familiarity with JAM Stack frameworks like Nuxt and Next
• Knowledge of e-commerce
• Experience building front-end web applications

Benefits & Perks:

• Competitive compensation packages
• Stock options
• Robust benefits packages which include medical, dental, vision, HSA/FSA, as well as employer-paid life insurance, and short/long-term disability
• 401(k) with an employer match
• Unlimited Mental Health Teledoc appointments
• Paid parental leave
• Unlimited PTO in addition to paid holidays and sick days
• Monthly wifi stipend
• Home office setup budget
• Annual Learning and Development stipend
• 100% Remote culture with a minimum of one company in-person retreat per year + team-specific retreats
• Company provided Macbook
• An environment that values and promotes continuous learning, true ownership, and teamwork