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SalaryWho are we? ATG is leading the transformation of the multi-billion dollar global auction industry. The company has grown rapidly over the last 7 years, expanding from ~$18m of revenue and $3m of profits seven years ago to over $170m of revenue and over $80m of profits today. The company IPO’d in 2021 and has had a successful run both during the covid period and after. ATG is early in our journey to establish a hugely influential global internet company that is revolutionizing one of the last industries in the world yet to move significantly online.
What do we do? ATG connects thousands of auction houses, listing millions of items worth over $15 billion annually (and growing!), to buyers in over 170 countries around the world. These buyers generate over 100 million bids a year for our sellers, helping them achieve maximum value for the goods they sell. We help auctioneers sell everything from medieval swords to combine harvesters, paintings, and decorative art through to classic cars, furniture, and Caterpillar forklifts. We do this through 8 marketplaces that leverage our online auction technologies. We make auctioneers more efficient, we make small companies big by bringing them access to millions of bidders they could never find on their own, and we bring them technology they could never afford alone. We bring bidders choice of unique and specialized items, convenience, and trust. We do it all in a shared success model that accelerates growth of the circular economy and sustainable buying. With ATG, our buyers and sellers win but so too does the planet! We have ethical ambition and it’s something our employees value and is a key part of who we are….as well as being a high growth marketplace company with excellent competitive positioning!
About the opportunity:
As the Director of Customer Support, you’ll lead ATG’s amazing North America Support teams in helping Sellers across North America (our clients) use ATG software and marketplaces (including Proxibid, Live Auctioneers, BidSpotter, Auction Mobility, and Wavebid). Seller Support teams are responsible for the entire customer support journey from the top of the support funnel, receiving all inbound customer questions and tickets, to resolution or escalating to product and engineering.
Our ideal hire is passionate about providing client value through exceptional customer support experiences and obsessed with improving processes and operations to reduce resolution time, increase customer happiness, and scale. The NA Seller Support team is a new team comprised of previously disparate teams coming together under one leader. We need an experienced Support leader who quickly assimilate to the team and implement support best practices.
What your contributions will be:
- Own and lead the Seller Support experience/journey.
- Draft and Report quarterly OKRs.
- At scale, develop an understanding of ATG’s North America marketplaces and tools and Seller needs and implement Support best practices.
- Meet and exceed monthly Seller Support metrics (CSAT, Time to First Response, Time to Resolution)
- Assess and monitor the health of various products/tools your team supports; escalating an increase in issues that need attention.
- Establish team structure to ensure performance management and career growth progression for all Seller Support team members.
- Build playbooks that enable team members to collaborate, execute effectively, and scale.
- Participate in managing customer escalations.
- Forecast hiring needs and recruit members who are focused on delivering world class customer support.
- Develop and nurture your team's skills and experience.
- Create, update, or review internal and external-facing documentation. Identify opportunities for easing manual work and creating scalable processes.
- Foster an environment that maintains strong ticket performance and customer satisfaction.
- Improve the customer experience in measurable and repeatable ways.
- Manage and maintain team shifts for appropriate customer coverage.
- Collaborate with cross-functional peers (Sales, Client Success, Product, R&D, Finance, etc) to ensure clients have a positive experience with ATG and are receiving strong return on their investment in ATG.
- Be an escalation point for your team as Seller issues arise.
- Maintain a high level of integrity and empathy.
- Maintain product expertise across ATG products and platforms
What you will bring to the team:
- Highly empathetic leader with experience managing a diverse team of specialists. You support your team's growth and development.
- Positive, can-do attitude.
- Take proactive initiative and ownership to see things through completion.
- Notice patterns and take initiative to bring work to completion.
- Strong communicator, written and spoken.
- Effective listener and collaborator; value and support thoughts and ideas presented by your team members.
- Problem solver who can dig deep while knowing how and when to ask for help.
- You are passionate about Support and why it's an integral part of company’s success.
- Forthright and transparent; willing to have hard conversations when useful.
- Strong listening, communication, interpersonal, and presentation skills; strong ability to motivate and persuade others.
- Adept at understanding client issues, identifying creative solutions, and deescalating upset customers.
- Driven and action-oriented with a sense of urgency; an ability to perform effectively under pressure.
- Ability to quickly build trusting relationships with customers and internal/external stakeholder.
- Ability to create structure and process in ambiguous situations.
- Self-motivated, proactive team player with innovative ideas that inspire exceptional customer experiences and customer loyalty.
- Ability to navigate through ambiguity while creating structure and processes for sustainable growth.
What you will need for success:
- Previously led a technical support team of at least 20 employees supporting clients responsible for >$100m in annual revenue.
- Experience leading teams across several time zones including offshore contractors.
- Experience working with small to mid- sized clients, and/or startups and solopreneurs.
- Understanding of the auction, ecommerce, or large construction/agricultural equipment sales industries.
- Proficiency with ticket management systems, preferably Zendesk.
