Solutions Consultant (II)

About the role

Our Global client in the tech industry is seeking a Solutions Consultant (II) for a 5‑month hybrid position based in San Francisco, CA. The role is part of the shopping support operations team focusing on user journeys for merchants and business owners—a hyperscaled product supporting over 100 million users and 2 million+ cases annually.

Responsibilities

• Driving operational and cost efficiencies via workflow optimizations.
• Owning agent-facing support documentation and collaborating with content partners to simplify technical instructions.
• Managing complex, time-sensitive support escalations (including high-visibility sales partner requests for top-spending accounts).
• Partnering cross-functionally with product-facing teams to address the root causes of support issues.
• Maintaining Speed: Total Resolution Time (TRT) under 72 hours for assigned ticket segments.
• Minimizing Quality/Escalation Rate: reducing reopen rates and escalations requiring full‑time employee intervention.

Requirements

• Minimum 3‑5 years of relevant operations or program management experience (8‑10 years acceptable; MBAs or long‑term macro‑strategy focused profiles generally considered overqualified).
• Familiarity with large‑scale support operations, vendor management, or prior vendor lead experience within the client’s business profile is a strong plus.

Skills

• No coding or API integration experience required.
• Familiarity with technical support operations and data analysis is beneficial.

Benefits

• Comprehensive healthcare coverage (medical, dental, vision)
• Supplemental coverage (accident insurance, critical illness insurance, hospital indemnity)
• 401(k)‑retirement savings
• Life & disability insurance
• Employee assistance program
• Legal support
• Pet insurance
• Employee discounts with preferred vendors
• Auto and home insurance (via Russell Tobin)

Pay

Pay Range: $120‑$130 per hour on W2.