Customer Support And Enablement Manager

ABOUT AGILITY CONTENT PLATFORM 

Agility is a leading SaaS company that provides a premium content platform for enterprises. As one of the most innovative technology companies in Canada, Agility CMS is entering a phase of growth. We're looking to add a talented and experienced Customer Support and Enablement Manager to our team.

We are a fast-growing Canadian tech leader and a great place for your next stage of career growth. 

Our company foundation is built on a people-centric culture with a focus on life-work balance, personal growth, learning, and innovating together. 

If you are a proactive self-starter with a positive attitude, balancing your sense of humour, your charisma, and common sense - you will fit right in! 

JOB DESCRIPTION 

We’re looking for a motivated and resourceful Customer Support and Enablement Manager, with a minimum of 5 years of experience creating documentation and training content and providing front line support.

You have a solid understanding of the SaaS business model and can provide best in class front line support and training to customers and partners. You’re skilled at building scalable solutions that can be turned into content (documents, guides, video’s) for our documentation page. You’re a people person and love the camera, we want you to showcase the many ways Agility will solve the unique problems our customers and prospects trust us with.From videos and documentation to live in person training sessions, you're an Agility product expert through and through.

By becoming a product expert your skills and knowledge will be supporting our customers through various channels such as Support Chat, Support Tickets, and our Community Slack Channel. You will own and maintain our documentation site by creating and producing training and support content and videos.

Turning mild interactions into "white glove", advocacy worthy experiences is your passion. You enjoy working with technology and collaborating with smart, motivated, drama-free people who are also pretty fun to hang out with, you could be a fit for us.  

RESPONSIBILITIES:  

Key Responsibilities  

• Creating Certification content on Agility for both our customers and our partners
• Providing Tier 1 and 2 support, triaging incoming support tickets and routing to appropriate department as needed
• Work closely with the Customer Success department during onboarding by providing Training to our customers. Training sessions can be virtual and on site (in person)
• Provide “White Glove” service and an exceptional experience to our customers and partners through Training and Support.
• Owning our documentation site. Creating technical documentation and videos to support training and technical support requests.
• Collaborating with other departments to gather details for content creation. An example of this is working with our product team on releasing new features and ensuring training materials are produced and published.  
• Provide front line technical product support for our partners and customers.
• Being a product expert and “go to” person for platform related queries for our team and our customers/partners.

Other Responsibilities  

• Contributing to our departmental and company goals
• Hold internal training sessions on platform.
• Review and update documentation portal as needed.

REQUIREMENTS: 

• Excellent content and documentation skills   
• Have previous experience in building/ creating content such as video and documentation
• Strong written and verbal communications skills  
• 5+ Years of Experience  
• Ability to work full-time from your remote location, home office  

BENEFITS: 

• We are 100% remote and global. Live your best life, wherever that may be, and never lose out on career opportunities because of it. 
• Focus on culture. Coffee chats, happy hours, cooking and cocktail classes, BBQ get-togethers, and even travels! 
• Great medical and dental benefits package 
• Dedication to your growth. We focus on career pathing for every one of our employees and help provide training to advance at every stage in your career. Educational allowance for your courses and training. 
• Introductions to thought leaders in the space and webinars on cutting-edge tech hot topics. 
• Swag! Because who doesn’t love swag?