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Engineering Manager, Customer Success

Bold Commerce

Bold Commerce

Software Engineering, Other Engineering, Customer Service, Sales & Business Development
Vancouver, BC, Canada
Posted on Sunday, June 9, 2024

Who is Bold Commerce?

Bold Commerce makes checkout better, helping brands convert more shoppers in more places. As a leader in the composable commerce space, Bold Checkout is the only high-converting, customizable headless solution with built in subscriptions and pricing capabilities, for a checkout without limits.

Named one of Built In Austin’s Best Places to Work, Canada’s Top Employers for Young People, and Manitoba’s Top Employers, we're a dynamic team that truly cares about building the future of ecommerce. We live by the BUILDERS Code, a shared set of practices, beliefs, and values that help shape this remote-first company.

Founded in 2012, with team members (Builders) located throughout Canada and the U.S., and backed by investors like OMERS Ventures, WhiteCap Venture Partners, and Round13 Capital, Bold is leading the way to a better, composable ecommerce future.

About the role

We are looking for a talented and driven Engineering Manager to join our Customer Success Team. Supporting both our Checkout and Shopify divisions, this role requires a unique blend of technical expertise and leadership skills. As both a leader and active contributor, you will guide and mentor a team of talented engineers while directly engaging in solving complex technical issues. You will ensure our customer success operations run smoothly and efficiently, maintaining the highest standards of customer satisfaction.

What you’ll do

  • Lead, mentor, and inspire a team of customer support engineers, fostering a collaborative and high-performance culture.
  • Combine leadership responsibilities with direct involvement in technical support and problem-solving.
  • Collaborate with cross-functional teams, including product development, QA, and customer success, to ensure seamless resolution of customer issues.
  • Develop and implement strategies to improve support processes, enhance customer experience, and reduce response times.
  • Analyze support metrics and feedback to identify trends and areas for improvement.
  • Provide technical guidance to the team in troubleshooting and resolving customer issues.
  • Ensure timely communication with customers regarding technical inquiries and escalations.
  • Drive continuous improvement initiatives and promote best practices within the support team.
  • Build a robust knowledge base by exploring our product suite and understanding their features and functionality.

What we’re looking for

  • Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent experience.
  • Proven experience in a technical support role with a strong background in customer support.
  • Demonstrated leadership experience with the ability to develop high-performing teams.
  • Excellent problem-solving skills and the ability to thrive under pressure.
  • Experience with e-commerce platforms, such as Shopify or Adobe Commerce.
  • Strong proficiency in PHP, JavaScript, Liquid Code, and Go; familiarity with Laravel framework.
  • Exceptional communication and interpersonal skills.
  • A customer-centric mindset and a passion for delivering exceptional service.
  • Ability to manage multiple priorities and projects simultaneously.
  • Experience with support ticketing systems, CRM tools, and support analytics.