United States onlyRole Overview
The Fulfillment Support Team Manager is responsible for the strategic leadership and operational success of the Fulfillment Support department. This role focuses on optimizing workflows, overseeing system health, and providing the training necessary to drive peak productivity. By balancing process innovation with strict SLA adherence, the Manager ensures the team is fully equipped to deliver high-quality support. Success in this role is measured by the team’s ability to fulfill orders accurately and timely, properly troubleshoot issues and handle high priority seller requests as reflected in CSAT scores and fulfillment rate. It is critical to oversee seller requests and Marketplace demands, ensuring prioritization and organization of needs to uphold internal efficiency and external partner satisfaction.
Responsibilities
KPI & CSAT Accountability: Maintain full ownership of departmental success by ensuring all staff meet or exceed fulfillment rates and support SLAs, with a primary focus on high seller CSAT scores.
Stakeholder Education & Mitigation: Ensure sellers are properly educated on fulfillment processes to mitigate faults and clarify internal vs. external responsibilities.
Strategic Prioritization: Manage day-to-day operations by assessing urgent support needs and assigning tasks to Team Leads based on seller segmentation.
Rapid Response Leadership: Maintain a leadership presence in relevant Slack channels to provide real-time guidance and support time during business hours, ensuring rapid resolution for external issues.
Data-Driven Analysis: Leverage platform data (Lysted, Pendo, Indy audits) to analyze throughput, identify resource gaps, and proactively optimize processes to improve support delivery.
Quality Assurance: Conduct audits on cancelled orders and fulfillment types to ensure "problem orders" are communicated effectively and resolved for positive external outcomes.
Collaborative Syncs: Hold weekly team meetings to discuss successes, feature deployments, hiring needs, and the upcoming weekly focus.
AI & Process Innovation: Proactively identify opportunities to integrate AI and automation tools to streamline reporting, predict volume spikes, and reduce manual administrative tasks for the team.
Coaching & Mentorship: Foster a culture of objective feedback tied to organizational goals and quality support delivery through regular meetings and reviews of check-ins and upward feedback.
Operational Cadence: Foster a high-performance culture by:
Conducting weekly 1:1s with direct reports to remove roadblocks and provide career coaching
Mentor Team Leads to proactively identify performance gaps and implement effective development plans to ensure measurable staff improvement.
Lead weekly team meetings to evaluate performance wins, training needs, communicate product/policy updates and identify resource gaps.
Performance Reviews: Execute annual performance reviews and lead quarterly talent reviews during Manager Summits.
Morale & Culture: Take full ownership of team health, ensuring a high-performance environment that balances productivity with employee engagement.
Training & Documentation: Develop and implement training programs to elevate team results; ensure all SOPs and Knowledge Base articles are current and accessible to support effective external communication.
Capacity Planning: Develop staffing schedules in conjunction with Team Leads, using data to ensure adequate support coverage during peak volume periods.
Budgetary Control: Oversee the total departmental impact of budgeted hours, bonuses, and overtime (OT) as defined by company policy.
Analyze monthly reports on bonuses and OT to identify cost-saving opportunities or the need for additional headcount based on persistent volume trends.
Structured Onboarding: Accelerate "time-to-productivity" for new hires by facilitating a structured curriculum, including shadowing schedules and technical integration to ensure immediate support readiness.
Cross-Functional Coordination: Partner with HR and IT to ensure seamless provisioning of tools (Slack, platform access) and infrastructure for all new team members.
Leadership Resource: Serve as the primary point of contact for Team Leads regarding new hires and coach them on best practices to navigate organizational structure and high-level concerns.
External Support Excellence & Performance Management
Operational Leadership & Fulfillment Optimization
Team Leadership & Talent Development
Workforce & Resource Management
Onboarding & Systems Integration
Core Qualifications
- 3+ years experience as customer support agent
- 1+ year as Team Lead in a people management role
- Demonstrated capacity and passion for people management
- Data Proficiency: Ability to use ticketing metrics and team KPIs to identify workflow bottlenecks and provide clear evidence for process changes or resource requests.
- Experience driving process implementation and system development
- Strong communication skills and ability to train new team members
- Ticketing industry experience preferred but not required
