Manager, Customer Support Jobs

At Kinaxis, who we are is grounded in our common belief that people matter. Each one of us plays an important part in accomplishing our work, building our culture and making a global impact.

Every day, we’re empowered to work together to help our customers make fast, confident planning decisions. This is how we create a better planet – for each other, for our customers and for generations to come. Our cloud-based platform RapidResponse ensures that the products we need – everything from medicine and cars, to day-to-day items like toothpaste – make it to market and into our hands when we need them with minimal ecological footprint.

We make the world better, and you can too.

Manager, Customer Support

Job location: This is a remote/hybrid position. You can work from home and be located anywhere in Canada. If you are located in Ottawa you would need to come into the office on a hybrid schedule of 2-3 days per week.

About The Team

The Customer Support team focuses on the post-sales support to Kinaxis’ customers, serving as their initial point of contact to resolve their technical challenges and gaps. The team strives for outstanding customer satisfaction through interactions, timeliness and quality of resolution for which each member of the team plays an integral part in achieving this success.

The Manager, Customer Support will have overall accountability for the Customer Support team, identifying efficiencies and ensuring the right processes and tools are in place to enable the team to provide the highest level of support to our customers.

What you will do

• Ensure appropriate processes and tools are in place to enable the Customer Support team to provide the optimal level of support to customers
• Be a customer facing, point of contact, for critical escalations and crisis management, facilitate and lead customer facing calls driving towards resolution
• Responsible for leading a team of Technical Support Analysts, including performance reviews and feedback, engagement, selection of new employees, onboarding / exits and overall leadership and guidance to team members
• Advocate for customer needs and ensure their requirements are heard and prioritized within Kinaxis for appropriate resolution, coordinating with other departments as required
• Monitor adherence and provide guidance / training to the support team on the security policies required for protection of corporate assets and customer data.
• Work with customers directly, providing updates and general communication on solutions and updates to current cases
• Participate in weekend Disaster Recovery (DR) exercises in compliance with Kinaxis’ audit requirements or a declared DR event.
• Regularly communicate potential impacts / escalations / enhancements to the Support team to ensure appropriate communication to customers and support on key issues
• Be able to present technical details surrounding critical issues
• Prepare and lead regular and recurring customer health calls to gather insight on customer satisfaction, support feedback, satisfaction with solutions etc.
• Be able to facilitate and participate in cross functional team collaborations (R&D, L3, PS, PM, Support) to deep dive and plan resolution activities
• Review overall team caseloads and recommendations from Team Lead to ensure appropriate workloads throughout team, mitigating risk for load burn and capacity management
• Stay abreast of customer concerns and requests to gain an understanding of potential escalations, identify recurring issues or proactively address challenges

What we are looking for

• Typically 5-7 years experience in a customer support environment
• Thorough knowledge of IIS, and experience with web-based applications, database concepts, and software development and delivery.
• 2+ years of experience in a people management role
• A sound working knowledge of the Window’s environment, including MS Office
• Experience within a global and/or supply chain organization considered an asset
• Experience working with or leading remote teams
• Knowledge of IT infrastructure regarding firewall configuration, network topology, network and OS security, application and server provisioning/installation/maintenance, VPN connections, OS administration, and secure data transfers considered an asset

What we have to offer

• Diversity, Equity and Inclusion - Diversity, equity and inclusion are more than words to us. They are the guiding principles for building a culture where we celebrate each others’ differences, continuously strive for equality and recognize that inclusion makes us stronger as individuals, a company and a global citizen.
• Great People - We take our work seriously, but we don’t take ourselves too seriously! It’s in our DNA to celebrate, laugh, and have fun. We are stronger, together, when we are open, honest, and above all, real. Every person is valued here and plays an important role in our shared success.
• Global Impact - As a global team spanning continents, boundaries, and cultures, every day we are inspired by the impact our work has on our colleagues, our customers, our communities, and the world at large.
• Challenging Work - We love solving highly complex problems. And as the global leaders in our industry, we never stop innovating—our work is never “done. That’s because across our teams and in all roles, every employee is empowered to bring their best ideas forward and to jump in and solve the problems they’re passionate about.

For more information, visit the Kinaxis web site at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com/ .

Kinaxis strongly encourages diverse candidates to apply to our welcoming community. We strive to make our website and application process accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at [email protected] . This contact information is for accessibility requests only and cannot be used to inquire about the status of applications.