We help 3PLs operate more efficiently, FASTER!

Keeping up with the massive increase in online retail activity and the growth in supply chain logistics can be very difficult. That’s why we have dedicated ourselves to making it easy to manage inventory, automate routine tasks, and deliver complete visibility to 3PLs and their customers. 3PL Central offers the most trusted comprehensive WMS platform for managing these businesses. As the proven backbone for our customer’s operations, we help 3PLs better serve their customers, operate more efficiently, and grow faster.

The Role:

As a fast-growing SaaS company, our ability to effectively serve our customers and scale rapidly is critical. As such, we are hiring for a dynamic and driven leader for our Technical Support team. The Director, Support Services role is an integral part of our Customer Success organization and serves as the central point of accountability between our customers and our product. This person will be responsible for excellence in all areas of support delivery to the customer, and act as the primary communication channel to product leadership on critical issues, trends and business needs.

What you will do:

To start, you will work from our beautiful, newly designed office located at The Point in El Segundo, less than a mile from the beach. You’ll will lead a team of collaborative, driven, fun seeking customer success professionals that play an integral role in helping us secure and grow our business. You will hit or exceed support delivery KPI’s – initial response, ongoing response, and time to resolution. You’ll accomplish this by working closely with cross functional leaders to develop and implement organizational and operational strategies that scale. Key areas of focus include case management/hygiene, escalation management, new hire enablement, and intensive product training. In addition, you will be developing and coaching emerging talent and future leaders throughout the customer success organization.

You are/have:

* Obsessive about customer experience

* Thrive in chaos and love a challenge

* Passion for support – proven track record of successfully cultivating a support team that stays fresh, nimble, and optimistic about the products and customers they support

* Coachable – you are open to implementing feedback consistently and invite change

* Resourceful – you go over, under, around and through obstacles to achieve success

* Team Player – you work collaboratively with team members across multiple departments

* Provide accurate and timely reporting data using Salesforce.com

* 5+ years managing all aspects of technical/user support services and escalation management

* Technical software background, ideally in SaaS environments

Bonus points if you have:

* Experience leading teams that support non-technical users

* Experience with workflow software

* Experience and understanding of third-party logistics (3PL) a HUGE plus

About Us

Founded in 2006, 3PL Central is the fastest growing Software as a Service (SaaS) solution in the warehouse management and supply chain execution market. Our customers range from small and medium sized 3PLs to large Fortune 500 firms that span across 48 states, 15 countries and 5 continents. Born within an active 3PL warehouse, when there a clear need for technology that understood the goals of a 3PL operation, 3PL Central built the first cloud-based WMS platform to support growing 3PL businesses. We pride ourselves on understanding and delivering excellence to 3PLs and their customers. .

We look for team players. Authentic people that strive for excellence and aren’t afraid to be themselves while they do it. Because that’s the what special teams are made of. If you’re ready to make an impact, take on responsibility and be a part of our team, join us. Our promise is to help enable and equip you for long term success, all while being surrounded by good people looking to amazing work in our booming space.

For more information, please apply below or submit your resume and cover letter to [email protected] or 888-375-2368.

Please note, 3PL Central does not accept unsolicited resumes from search firms. Any resume submitted by search firms via this website or directly to hiring managers will be considered unsolicited resumes, and 3PL Central will not be responsible for any fee in connection with these submissions.