Assistant Manager, Customer Support And Operations

Work at an award-winning top employer! If you are looking for an empowering and progressive place to shape your future, then you’ve landed in the right place at BCAA. With our corporate Head Office in Burnaby and locations around BC, we offer a wide variety of opportunities all across the province. Share our purpose to empower British Columbians to move forward.
BCAA has been named one of BC’s Top Employers 2023!
What BCAA offers you:

• We pride ourselves in being open and transparent and in empowering our people to do great work while serving our Members.
• Our Regular Full-Time & Part-Time+ (working 20 hours or more per week) status team members are eligible to participate in our amazing Total Rewards Program which offers: Extended Health and Dental, Vision Care, Life Insurance, RRSP matching with company contribution to your pension, access to Incentive Programs, Team Profit Sharing, Employee & Family Assistance Program and more.
• We enthusiastically support learning and advancement opportunities for our team members.
• Team members at our Home Office also get to use our Shared EV (electric vehicle) Program, have access to our subsidized cafeteria and free fitness centre.
• Our team members get to make a difference in the lives of our Members and their communities every day.
• It’s not in our nature to brag but we are proud of some of our achievements that recognize great employee culture. Some of our latest awards include being named as one of BC's Top Employers 2020, 2019 Platinum level Best Employer by AON and being recognized as a 2018 Outstanding Workplace by YWCA.
• We are an equal opportunity employer that’s committed to accessible, inclusive employment.

BCAA's Strategic Ventures team is looking for a Regular Full-Time Assistant Manager, Customer Support & Operations!
The Peer-to-Peer (P2P) Marketplace team is looking for an Assistant Manager, Customer Support and Operations who will responsible for supporting the establishment and continued operations of a new customer service team. This is an exciting opportunity for a talented individual interested in being part of establishing a new team to support a new business venture in the peer-to-peer space.
Additionally, this role will be responsible for documenting issue resolution, training/coaching internal users and first level support teams, testing system enhancements and breaks/fixes and measuring customer support team performance in accordance with established service levels.
Key Responsibilities
Customer Service / Operations
Operational Responsibilities

• Identify, assess, and test new ways of working and develop recommendations for improving the structure and operationalization of cross-channel management
• Liaise with other customer-facing teams (E.g. Member Contact Centre, Service Locations, Auto Service Centres) to share updates and coordinate on best practices
• Provide recommendations for updating team guidelines and processes
• Collaborate with key stakeholders to align customer experience improvements with the omnichannel CX governance and operating model
• Coordinate scheduling and coverage for Customer Support and Operations team members
• Additional administrative projects as required
• Team oversight and ownership of outcomes through tracking and reporting on KPIs and goals
• Track and report on platform and process issues customers are experiencing
• Be the point of escalation for Customer Support and Operations team members that need advanced support on difficult customer issues
• Liaise with reporting manager on task completion and updates
• Monitor and report system issues to technical team
• Consolidate customer feedback to provide process or product improvement recommendations

Daily Responsibilities

• Support with assigned tasks related to maintaining the product and service inventory on the platform
• Assist in user registration, product and service listings or problem-solving
• Handle customer account suspensions; enabling and disabling of accounts according to marketplace user behavior guidelines
• Handle inbound customer issues via email, chat and phone
• Daily responsibilities subject to change based on the evolving demands of the business
• Encourage and help customers to complete transactions on the platform
• Manage refunds and payment issues
• Recommend relevant value-added services offered by the platform to customers
• Coordinate and execute plans as assigned to engage potential and existing buyers and sellers of the platform

Leadership

• Collaborating with other employees across the Marketplace Team, cross-functional teams and key external stakeholders to grow sales and accomplish business objectives
• Staying up to date with BCAA-wide products and services and communicating updates to rest of Customer Services and Operations team, e.g. ensuring consistent one-on-ones and team huddles.
• Documenting support processes and procedures to ensure consistency in level of service provided to end users
• Creating an engaging and positive work environment through motivation, trust and integrity
• Knowing and communicating the team’s targets and goals
• Being a strong, kind and collaborative leader who is hyper focused on results and great outcomes
• Providing feedback, mentorship and support to team members
• Participating in corporate and departmental team-building activities
• Assisting in training, onboarding and developing Customer Support and Operations team members
• Communicating regularly and often with teammates and building strong relationships
• Facilitating a culture of workplace safety and security

Special Projects & Strategy

• Identification of opportunities to support customers in new ways
• Recommend process and system enhancements to provide exceptional customer experiences and improve productivity within the department
• Coordinate special projects as assigned to support daily operations and user engagement

Qualifications

• Proven communication skills (written/verbal) and ability to effectively communicate with various levels of management, team members and/or outside contacts
• Demonstrated problem-solving and analytical skills
• Basic CRM Tool Knowledge
• Proven ability to establish solid interpersonal relationships, work independently with high initiative
• Two-year post-secondary Diploma in a relevant field (eg. Business Administration, Technical Operations) and or minimum of 2-4 years related leadership experience in customer service
• Demonstrated ability to work effectively in a team-oriented, high demand and fast-paced environment
• Proven ability to work independently and proven ability to complete tasks from start to finish
• Demonstrated organizational, detail orientation, prioritization skills and time management skills
• Intermediate knowledge of MS/ Office Suite (Word, Excel, Outlook)
• Proven ability to multi-task and work efficiently within deadlines

Nice to Have

• Marketplace or P2P customer service experience
• Experience in a startup or new venture environment

Internal Applicants: Please note that the internal posting will close on August 8th and this is an M1 role.
We aspire to be one of the best places to work with those who share our beliefs:
We believe in:
DOING THE RIGHT THING
We stay true to our word, and help British Columbians move forward.
THE POWER OF COMMUNITY
Together, we create a more vibrant, inclusive and connected province for everyone.
PUTTING PEOPLE FIRST
We treat each other with the same care and respect that we treat our Members.
PROTECTING OUR HOME
It's our responsibility to protect life in BC now, and for generations to come.
SHAPING THE FUTURE
We look to new horizons and actively embrace change.
By putting these beliefs in to action each of us will do engaging work with inspiring people and grow personally and professionally.