automatiq - Fulfillment Support Team Manager

• External Support Excellence & Performance Management • KPI & CSAT Accountability: Maintain full ownership of departmental success by ensuring all staff meet or exceed fulfillment rates and support SLAs, with a primary focus on high seller CSAT scores. • Strategic Prioritization: Manage day-to-day operations by assessing urgent support needs and assigning tasks to Team Leads based on seller segmentation. • Rapid Response Leadership: Maintain a leadership presence in relevant Slack channels to provide real-time guidance and support time during business hours, ensuring rapid resolution for external issues. • Operational Leadership & Fulfillment Optimization • Data-Driven Analysis: Leverage platform data (Lysted, Pendo, Indy audits) to analyze throughput, identify resource gaps, and proactively optimize processes to improve support delivery. • Quality Assurance: Conduct audits on cancelled orders and fulfillment types to ensure "problem orders" are communicated effectively and resolved for positive external outcomes. • Collaborative Syncs: Hold weekly team meetings to discuss successes, feature deployments, hiring needs, and the upcoming weekly focus. • AI & Process Innovation: Proactively identify opportunities to integrate AI and automation tools to streamline reporting, predict volume spikes, and reduce manual administrative tasks for the team. • Team Leadership & Talent Development • Coaching & Mentorship: Foster a culture of objective feedback tied to organizational goals and quality support delivery through regular meetings and reviews of check-ins and upward feedback. • Operational Cadence: Foster a high-performance culture by: • Conducting weekly 1:1s with direct reports to remove roadblocks and provide career coaching • Mentor Team Leads to proactively identify performance gaps and implement effective development plans to ensure measurable staff improvement. • Lead weekly team meetings to evaluate performance wins, training needs, communicate product/policy updates and identify resource gaps. • Performance Reviews: Execute annual performance reviews and lead quarterly talent reviews during Manager Summits. • Morale & Culture: Take full ownership of team health, ensuring a high-performance environment that balances productivity with employee engagement. • Training & Documentation: Develop and implement training programs to elevate team results; ensure all SOPs and Knowledge Base articles are current and accessible to support effective external communication. • Workforce & Resource Management • Capacity Planning: Develop staffing schedules in conjunction with Team Leads, using data to ensure adequate support coverage during peak volume periods. • Budgetary Control: Oversee the total departmental impact of budgeted hours, bonuses, and overtime (OT) as defined by company policy. • Analyze monthly reports on bonuses and OT to identify cost-saving opportunities or the need for additional headcount based on persistent volume trends. • Onboarding & Systems Integration • Structured Onboarding: Accelerate "time-to-productivity" for new hires by facilitating a structured curriculum, including shadowing schedules and technical integration to ensure immediate support readiness. • Cross-Functional Coordination: Partner with HR and IT to ensure seamless provisioning of tools (Slack, platform access) and infrastructure for all new team members. • Leadership Resource: Serve as the primary point of contact for Team Leads regarding new hires and coach them on best practices to navigate organizational structure and high-level concerns.