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Customer Support Lead Jobs
Company | Myant |
Address | Etobicoke, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Internet Publishing |
Expires | 2023-08-30 |
Posted at | 9 months ago |
About us:
- Identify and assess the needs of our customers and users by listening attentively and providing appropriate solutions and alternatives.
- Keeping an accurate record of customer and user interactions and process any customer accounts/documents necessary.
- Consistently aim to provide a high touch customer service experience by going the extra mile to engage our customers.
- Identifying and implementing new processes and technologies to improve customer support.
- As our initial customer experience team member, you will be the first point of contact for end users, interacting with them to provide product information, answer questions, and resolve emerging issues.
- Training new hires and providing ongoing training to the Support team.
- Owning the various tools we use to assist our users and customers, including Gorgias, Facebook, Twitter, and Zendesk.
- You will attend weekly CX meetings and provide weekly reporting and insights on CX team performance and our user and customer base as you will be the expert!
- Communicating with other departments to report bugs and feature requests.
- You are eager to collaborate with internal departments to optimize customer services and build brand awareness.
- Analyzing user and customer feedback and identifying areas for improvement.
- Monitoring and evaluating team performance to ensure that service level agreements and NPS & CSAT targets are met.
- Developing customer service policies and procedures.
- Handling escalated user and customer inquiries and complaints.
- Building, managing, scheduling, and coaching a team of customer support specialists.
- A great communicator. You’re a stellar communicator and can express yourself well through phone, email, chat, and video communication.
- Ability to multitask and work under pressure, while maintaining excellent organizational skills.
- Someone who knows the ins and outs of Gorgias or similar tools. We use Gorgias as our customer support platform.
- Completion of High school diploma
- 3 years’ experience in a customer support role, with at least 1 year as a team lead. Experience building a customer support team from 0-20 or working as a customer support rep during that process is a bonus.
- Someone who takes a team-first approach and believes that we’re better when we work together towards a goal. We’re looking for someone to develop a strong support team culture.
- Ability to adapt and respond to different types of situations, challenges and characteristics.
- Exceptional interpersonal skills, with the ability to put yourself in the shoes of others and listen attentively.
- Experience in supporting customers in a consumer product and service business is an asset.
- Post-secondary education in a health sciences or biomedical background is a plus.
- A people leader with expert coaching skills. You can identify growth paths for each team member so they can take their career in the right direction based on their individual needs.
- Free SKIIN Employee Kit
- Group Health Insurance Plan
- Exposure working in one of the most innovative and forward-thinking start-ups that is passionate and dedicated towards the healthcare industry.
- Employee Referral Program
- Paid Sick Days and Personal Days
- Employee stock options
- Corporate Events
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