Manager, Support

About Us

At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe. The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

About The Role

Location : On-site

Hours : Business hours for varying LOBs. Open availability is a requirement.

About The Team

The Support team is made up of frontline support leaders and support agents.

What will you be doing?

As a Manager for Support , you will lead and develop a team of frontline support leaders, enabling them to deliver exceptional customer experiences and drive performance across their respective teams. You will empower your leaders to coach, motivate, and develop their agents while maintaining alignment with broader organizational goals and priorities. You will set the vision and strategy for your area, ensure operational excellence, mentor leaders through regular check-ins and performance reviews, and translate performance insights into actionable improvements. You will partner with cross-functional stakeholders to anticipate challenges, manage escalations, and drive long-term solutions that enhance customer and agent experiences. You will manage initiatives such as pilot launches, process improvements, and technology-driven innovations (e.g., AI deflection strategies). In a dynamic environment, you will cultivate a culture of curiosity, adaptability, and collaboration, and present updates during forums such as weekly and quarterly business reviews.

Key Responsibilities

Admin Responsibilities

• Monitor queue levels and agent availability in real time
• Communicate agent status, queue changes, and call drivers to WFM and domestic support teams
• Track and manage attendance records
• Coordinate team schedules and internal communications
• Support logistics and resource management
• Assist with onboarding and offboarding processes
• Ensure compliance with company policies and procedures
• Organize team engagement activities and morale events
• Participate in internal initiatives and special projects

1x1 and Team Meeting

• Maintain consistent 1x1s for each agent (weekly or bi-weekly)
• Maintain consistent team meetings (monthly) to ensure alignment on updates across the org or within Auctane; organize team engagement activities and participate in internal initiatives or special projects

Quality Assurance Review

• Complete a minimum of two quality assurance reviews per agent each month
• Prioritize reviews based on primary support channels and CSAT performance
• Provide timely, constructive feedback to build agent confidence and improve the customer experience

Coaching

• Provide feedback that drives improvement and keeps agents motivated
• Set clear goals and expectations
• Monitor improvement and provide feedback
• Performance management — understand when to move to PIP and how to partner with HR

Reporting

• Understand reports used to track agent and team performance
• Monitor agent time cards and time-off requests (same responsibilities as current domestic leaders)

Documentation

• Document 1x1s/coaching in Lattice
• Maintain strong organization (notes, emails)
• Create action plans when applicable

Presentation

• Reporting and presenting at WBR/MBR meetings
• Present proposals or recommendations for improvement, including white papers or RCA
• Present to team, peers, and senior leadership

Review/Merit Increases

• Complete reviews
• Make recommendations for merit/promotions

Other Items

• 1-2 years of previous management experience
• Understand Brand Story
• Leadership Cultural Expectations (empathy, assume positive intent, ownership, support operating principles, safe environment to make mistakes, accountability)
• Maintain strong communication with Domestic team on customer/agent issues

What are we looking for?

We\'re looking for a highly motivated leader who is passionate about agent success and customer satisfaction. The ideal candidate brings a proactive mindset, thrives in fast-paced environments, and leads with empathy, kindness, and curiosity. You actively participate in team discussions, lead by example, and support leaders in both daily operations and long-term development. We value team members who can make thoughtful, practical decisions even when a playbook doesn\'t exist. You should approach challenges calmly, apply logic to unfamiliar situations, and use good judgment to assess risks, prioritize actions, and find efficient paths forward.

The ideal candidate thrives in fast-moving environments, can pivot quickly when priorities shift, and remains composed under pressure. You\'re not just reactive but proactive, look at the bigger picture, identify trends, and take initiative to address issues before they impact performance.

You will stand out if you:

• Show up consistently with energy, curiosity, and a drive to participate
• Take initiative to solve problems before they become issues
• Analyze performance trends and turn them into action
• Bring creativity and flexibility to change
• Communicate clearly with empathy and accountability
• Are experienced in coaching and leadership development
• Prioritize effectively and manage multiple tasks
• Advocate for the agent experience with tools, training, and support
• Stay inquisitive and curious, always learning
• Bring creative problem-solving to improve both the support team and customer outcomes

The Tech

• Google Suite

What do we offer?

• An inclusive and upbeat work environment where every team member\'s voice is valued and respected.

Equal Opportunity Employer/Veterans/Disabled

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Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Software Development

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