Manager of Customer Support

Requirements

• We’re looking for someone who understands the importance of being a strong voice for our customers, improving our customer experience and establishing coaching techniques in a high volume, customer support environment,
• Previous experience working in a customer support function, in a high volume organization,
• Strong previous people leadership or management experience in a support function,
• Experience managing a support team within a high volume, call centre environment,
• A track record of ambitious career growth, exceptional customer support and the ability to motivate others to do the same,
• A strong understanding of Service Cloud/Zendesk/Intercom/excel spreadsheets or anything similar, and any other methodology of getting the data you need to be successful,
• To think big, yet manage the details. You can see the big picture, but are also laser focused on delivery and execution,
• Next level communication and relationship building abilities. We move fast, which means you’ll need to build a high degree of trust with peers and key stakeholders,
• Ability to communicate and articulate strategic ideas with executives and deliver on high-level concepts,
• An incredible passion for our customer and a connection to our purpose - to help small businesses be more successful

What the job involves

• Our Success team collaborates with other departments and stakeholders to bring our company values to life for our customers,
• By embodying our values of being humble, supportive, and truly giving a sh*t, the Success team ensures that all our customers can be successful in Jobber,
• Working with our Product Support team, working with our frontline Jobberinos in ensuring our customers get the answers and support they need as fast as possible,
• Whether by phone, live chat, or email, this team is on standby waiting to explain the newest feature, help with functionality and custom workflows, or happy to accept feedback,
• Reporting to the Senior Manager of Product Support, you will work to empower your growing team and directly impact the development of our processes as we continue to scale,
• You will lead by example, by becoming an expert in our product and creating an environment that thrives on feedback and continuous improvement,
• Manage an initial team of 12-13 individuals and optimize results through effective performance management planning which includes (but not limited to) 1:1’s, “real-time” coaching, documented career plans and any other creative programs you think will be impactful. In order to be successful, our employees need to clearly understand how to get there,
• Drive both qualitative and quantitative results to ensure our scaling team continually builds efficiency with phone, chat and email support while maintaining high customer satisfaction scores,
• Collaborate with other leaders and departments at Jobber (Sales, Product, Marketing) to ensure the team can provide informed and proactive support in accordance with all campaigns, product launches and customer initiatives,
• Drive and encourage feedback loops to help amplify a customer support environment focused on the needs of the customer and rooted in empathy,
• Be incredibly reliable for our customers by utilizing strong communication skills to communicate with multiple stakeholders when things might not be going how they expected,
• To be comfortable and adaptive in an agile fast-paced environment You need to be invigorated by this type of environment, and be excited by a new challenge,
• Strive for execution excellence through the optimization of our platforms/tools,
• Analyze, communicate, re-communicate (and maybe even obsess a bit) over success metrics and forecasting to coach, scale, and provide quality service from every team member,
• Recruit, onboard and optimize success training to reduce ramp-up time for new hires,
• Become an ambassador of our culture by being humble, supportive - and someone who truly gives a sh*t!,
• To ensure full team coverage, shifts are fixed by location and cannot be converted to another time zone:,
• Alberta candidates: Monday to Friday, 11:00am–8:00pm MT,
• British Columbia candidates: Monday to Friday, 10:00am–7:00pm PT,
• Ontario candidates: Monday to Friday, 11:00am–8:00pm ET

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