Quality Assurance Support Specialist - Ciudad de México - BigCommerce

BigCommerce

Empresa verificada

Ciudad de México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

BigCommerce's mission is to help merchants sell more at every stage of growth, from small startups, to mid-market businesses to large enterprises.

We focus on being the best ecommerce platform so our customers can focus on what matters most:
growing their businesses.

We are equally passionate about growing our employee's careers and providing them an incredible experience as we rapidly expand across the globe.

We are proud to have been recognized numerous times for our product and workplace culture. We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.

BigCommerce, named a 2024 "Best Place to Work" in Austin, is looking for a Quality Assurance Support Specialist (QA) for our 24x7 support team.

As a QA, you will assist the support leadership team in providing feedback for a team of dedicated support staff in a culture where exceptional service to our customers is the paramount focus.

What You'll Do

Review past contacts in order to find areas of improvement for agents
Provide input to the Support Leadership team on employee performance, individual struggles, unique strengths
Compile cadenced reporting and analysis on key performance metrics on a weekly and monthly basis to ensure keeping with BigCommerce's high standards
Collaborate with the team leads and managers to ensure feedback is being delivered appropriately and actioned upon by support staff
Gather, analyze, and present data to (a) understand and improve upon the team's efficiency and quality of work (b) identify trends and iterate upon processes, and/or escalate feedback
Participate in regular calibration sessions with relevant stakeholders to ensure consistent alignment on policy and process
Stay up to date on the latest support policies and processes, and educate teams consistently so that we are always offering the most comprehensive support possible
Be an example of a strong work ethic with a sense of accountability for individual and team performance
Handle other supervisory and reporting tasks as assigned

Who You Are

Culture champion and role model of the BigCommerce values
Minimum 12 months in a direct customer support role
Able to work independently with the flexibility to work any shift in a 365 24/7 environment
Exceptional multitasking skills with sound judgment and time management when managing competing demands and multiple longlasting projects
Excellent written and verbal communication skills
Accountable for the outcomes of own work and the work of teammates, willingness to hold others accountable to commitments, sets proper expectations and follows through as needed
Considers the needs of others before/when taking action, willingness to coach peers and advise management regarding improvements and best practices
This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities.
This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities.

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Diversity, Equity & Inclusion at BigCommerce
Our employees make the difference.

At BigCommerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community.

We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment.

If you need an accommodation in order to interview at BigCommerce, please let us know during any of your interactions with our recruiting team.