Travel to Office expectationsFor Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.Job Summary:Manager, Customer Support, will lead and inspire a team of customer-focused Solutions Analysts to deliver a world-class customer service experience. You are entrepreneurial, energetic, and have a passion for delivering amazing experiences. You will oversee the day-to-day operations of the team, provide coaching and mentoring, and ensure that effective processes are in place to provide excellent and consistent service quality to our customers. You will be a project manager for process, tools, and systems improvements and the implementation of those changes in the department. This position requires expert cross-functional leadership competencies, which must be led with a keen eye on employee and customer experience to ensure high quality outcomes. Reporting to the Sr Director, Customer SupportKey Responsibilities: Provides consistent, balanced and timely feedback on customer support performance as related to call and case audits.Applies timely performance management standards and processes.Fosters a positive work environment and consistently supports continuous learning.Serves as point of escalation for high impact customer issues.Works in collaboration with Customer Support Manager peers.Works cross-functionally within Customer Success organization to address customer concerns.When required, act as liaison to Product, SaaS Ops, and other internal teams regarding issue management (identification, escalation and prioritization).Effectively communicates and manages change in operating procedures and processes to ensure staff understanding, retention and appropriate execution.Responsible for mentoring, motivating, coaching and leading the teams, ensuring customer satisfaction for all clients (e.g. Customer Satisfaction, Customer Effort).Establishes best practices and maintains quality control.Provides support on special projects (i.e. Knowledge Base, Integrations, etc.).Hire, train and deliver performance reviews.Your Key Strengths:Exposure to AI tools and a desire to leverage them to enhance your work content and user experience4+ years of Business experience in a Customer Support environment with 3+ years, with demonstrated Management or Leadership experience. Post-Secondary Degree or DiplomaAbility to manage in a fast-paced environment. Communicates clearly in verbal and written formats. Demonstrated ability to drive team results through coaching, developing and mentoring.Identifies potential risks to success are communicated and actioned.Develop, coach, reinforce and manage operational standards, policies, procedures.Monitor and improve team performance, providing leadership, coaching and performance management in collaboration.Great attitude and work ethic. Strong team player. Bonus Skills:Experience with or use of M365 CopilotExperience with Knowledge-Centered Support (KCS).Experience with Work Force Management (WFM) ApplicationsPointClickCare Benefits & Perks:Benefits starting from Day 1!Retirement Plan MatchingFlexible Paid Time OffWellness Support Programs and ResourcesParental & Caregiver LeavesFertility & Adoption SupportContinuous Development Support ProgramEmployee Assistance ProgramAllyship and Inclusion CommunitiesEmployee Recognition … and more!Travel to Office expectationsFor Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.
about 1 month ago