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Senior Manager – Customer Support
| Company | Jobber |
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| Location | Toronto, ON, Canada |
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| Salary | $108000 – $146100 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- Extensive experience in customer support, with demonstrated years in a managerial or leadership role including leading other leaders.
- Proven track record of successfully leading and developing high-performing customer support teams.
- Excellent interpersonal and communication skills, with the ability to effectively interact with customers, team members, and senior management.
- Strong analytical and problem-solving abilities, with a focus on data-driven decision making.
- Proficiency in customer support tools like Zendesk, RingCentral, Intercom, SFDC
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
Responsibilities
- Lead, mentor, and manage a team of customer support managers and representatives
- Conduct regular performance reviews, provide feedback, and develop professional growth plans for team members.
- Foster a positive work environment that encourages teamwork, innovation, and excellence.
- Oversee daily operations of the Support department to ensure timely response and effective resolution of customer inquiries across all chat, email and phone channels.
- Develop and implement policies, procedures, and best practices to improve efficiency and customer satisfaction.
- Monitor key performance indicators (KPIs) and metrics to assess team performance and identify areas for improvement.
- Develop and execute customer support strategies aligned with the company’s overall goals and objectives.
- Collaborate with senior management to identify opportunities for enhancing the customer experience and operational efficiency.
- Stay current with industry trends and best practices to ensure the support team remains competitive and innovative.
- Act as a point of escalation for complex customer issues
- Build and maintain strong relationships with key customers and stakeholders.
- Gather and analyze customer feedback to inform continuous improvement initiatives.
- Work closely with other departments such as Sales, Onboarding, Product Development, and Engineering to ensure a seamless customer experience.
- Provide insights and recommendations based on customer feedback to drive product and service improvements.
- Participate in cross-functional projects and initiatives to support company-wide objectives.
- Prepare and present regular reports on customer support performance, trends, and insights to senior management.
- Utilize data analytics to identify patterns, trends, and areas for improvement within the customer support function.
- Implement and leverage customer support software and tools to optimize operations and reporting.
Preferred Qualifications
No preferred qualifications provided.
