Associate Manager, Support

About us

At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.

The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

Win as One. Delight Customers. Deliver Great Outcomes. 

About the role

Location: On-site

Hours: Business Hours for varying LOB’s. Open availability is a requirement.

What will you be doing?

As an Associate Manager for Support, you’ll play a pivotal role in shaping both the agent and customer experience by blending frontline leadership with strategic problem-solving and collaboration. Your day-to-day will involve leading, motivating, and inspiring a team of support agents to consistently deliver exceptional service and meet performance goals. You’ll coach agents through one-on-ones, side-by-sides, and feedback sessions—helping them build confidence, deepen product knowledge, and strengthen soft skills. With a close eye on real-time queue trends, communicate efficiently with HQ teams to ensure operational alignment.

You’ll analyze key performance indicators such as CSAT, quality scores, and productivity to identify trends, resolve blockers, and drive continuous improvement. Through proactive escalation management and root cause analysis, you'll contribute to long-term solutions by collaborating cross-functionally within the broader support organization. Your leadership will also extend to managing special projects like pilot launches, workflow enhancements, or AI-driven deflection strategies.

In this dynamic, fast-paced environment, you'll stay curious and adaptive—exploring new approaches, learning quickly, and staying ahead of evolving business needs. You’ll foster a positive, collaborative team culture by celebrating wins, encouraging open communication, and reinforcing shared goals. Finally, you’ll prepare and present regular updates in key forums such as weekly business reviews (WBRs) and quarterly business reviews (QBRs), ensuring HQ teams are aligned on performance, opportunities, and ongoing initiatives.

Key Responsibilities

What are we looking for?

We’re looking for a highly motivated leader who is passionate about agent success and customer satisfaction. The ideal candidate brings a proactive mindset, thrives in fast-paced environments, and leads with empathy, kindness and curiosity.

You actively participate in team discussions, lead by example, and are eager to support agents in both daily operations and long-term development. We value team members who can make thoughtful, practical decisions, even when the answer isn’t written in a playbook. In this role, you’ll be expected to approach challenges with a level head, apply logic to unfamiliar situations, and use good judgment to assess risks, prioritize actions, and find efficient paths forward. 

The ideal candidate thrives in fast-moving environments, can pivot quickly when priorities shift, and remains composed and clear-headed under pressure. You’re not just reactive but you’re proactive. You look at the bigger picture, identify emerging trends and take initiative to address issues before they impact performance.

We’re seeking someone who:

• Brings active participation and collaboration to every meeting, project, and initiative


• Can quickly adapt to change while keeping the team focused and aligned


• Maintains a consistently positive, solutions-oriented attitude


• Demonstrates proactive thinking and a willingness to step in where needed


• Uses data and frontline insights to identify patterns, trends, and opportunities for improvement


• Communicates clearly, confidently, and with empathy


• Is highly organized, able to prioritize effectively, and manage competing tasks


• Champions the agent experience, advocating for the tools, training, and support they need


• Stays inquisitive and curious, always looking to learn and ask the right questions


• Brings creative problem-solving skills to improve both agent and customer outcomes

What will make you stand out?

The strongest candidates for this role are those who go beyond the basics of daily tasks and bring a strategic, people-first mindset to every challenge. 

You’ll stand out if you:

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  • Show up consistently with energy, curiosity, and a drive to participate
  
  
  • Take initiative to solve problems before they’re problems, not after
  
  
  • Can analyze trends in performance or process and turn them into action
  
  
  • Bring creativity and flexibility to change; you pivot with purpose, not panic
  
  
  • Are a strong communicator who builds trust through empathy, clarity, and accountability
  
  
  • Thrive in coaching conversations, helping agents grow both skill and confidence
  
  
  • Know how to prioritize with intention, even when everything feels urgent
  
  
  
  

The Tech

• Google Suite

What do we offer?

• 💜 An inclusive and upbeat work environment. The personality and opinions of each of our team members are important and valid; we aim to offer all employees a safe environment where they can be themselves and thrive.

Additional Position Duties: (The following is a list of what all employees, except those with medical accommodation, may be regularly required to do.)

• Sit for prolonged periods of time


• Utilize wrist and hands for a prolonged period of time


• Walk short distances


• Stand for short periods


• Speaking and conversing with others


• Lift up to 25lbs without assistance up to chest height