Vice President System Integration & Support US (m/f)

Company Name:
Shopgate Inc.
Shopgate has developed into the leading mobile commerce solutions provider over the last three years. The company develops mobile-optimized websites, shopping apps, and other innovative m-commercesolutions for online shops. More than 5,500 merchants trust Shopgates SaaS solutions.
Your Tasks
Shopgate is looking for a Vice President System Integration & Support (m/f) for the US market to guide our growing technical support and customer service team. You will provide overall strategic leadership, develop and train the team, and implement processes and tools to achieve the highest level of customer satisfaction. Responsibilities include, but are not limited to:
- Manage all aspects of technical support and customer service
- Continuously improve the overall quality of support and increase customer satisfaction
- Partner with Development and Product Management to improve product quality and competitiveness
- Create reports, define and measure metrics to track user satisfaction and team performance
- Hire and train new employees as well as providing feedback and support for the team regarding technical issues
- Prioritize issues and manage the ticketing system
- Solve high-level issues and provide cost and effort estimations for individual custom adaptations
- Conduct daily stand-up meetings
Your Profile
- Minimum Bachelors degree in a technical discipline, ideally possess a masters degree in a business-related subject
- Around 10 years experience, including 3 years at a Vice President or Senior Level position
- Proven track record of building and scaling technical support operations, particularly in a fast-paced startup or tech environment
- Strong experience in managing technical support and customer care as well as proven ability to build a successful team
- Good knowledge about web-based technologies, basic coding, and database (PHP, MySQL, Javascript, HTML, CSS)
- Strong executive presence and exceptional verbal and written skills
- Goal-driven and result-oriented personality with the power to act cool and calm
What we offer
Health & Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life & AD&D Insurance
- Short-term Disability
- Long-term Disability
- Wellness Program
- Vitality Program
Culture & Team
- Casual dress code
- Great culture and team spirit
- Fresh drinks and fruits
- Team activites / outings
- Mac or PC you choose
- On-the-job-training
Work & Life
- Flexible working hours
- Paid sick leave (up to 10 days)
- Holidays (11 days)
- Vacation (up to 28 days)
- Bereavement Leave
We are looking forward to receiving your application! It should contain the following: cover letter, resume, earliest possible starting date and your salary expectations. Please convert all your documents into one PDF-file and apply via e-mail to or use the apply button on our website.
Your Contact:
Nicole Deetz
Head of HR
Phone: 1-650-827-5588 ext. 650
Shopgate Inc.,
2200 E. Williams Field Road,
Suite 200,
Gilbert, AZ 85295

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