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Manager, Customer Support Jobs
Company | Jobber |
Address | Edmonton, Alberta, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet |
Expires | 2023-08-27 |
Posted at | 9 months ago |
Does your definition of success mean empowering others?
- 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.
- 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.
- Strive for execution excellence through the optimization of our platforms/tools.
- 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.
- 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.
- Become an ambassador of our culture by being humble, supportive - and someone who truly gives a shit!
- Manage an initial team of 6+ 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.
- Recruit, onboard and optimize success training to reduce ramp-up time for new hires.
- 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.
- 3+ years of previous people leadership or management experience.
- An incredible passion for our customer and a connection to our purpose - to help small businesses be more successful.
- To think big, yet manage the details. You can see the big picture, but are also laser focused on delivery and execution.
- A track record of ambitious career growth, exceptional customer support and the ability to motivate others to do the same.
- Ability to communicate and articulate strategic ideas with executives and deliver on high-level concepts.
- 3+ years of previous customer success experience working as a Product Specialist/Customer Success Representative/Onboarding Specialist in a high volume organization or SaaS environment.
- 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.
- A strong understanding of Zendesk/Intercom/excel spreadsheets or a combination, and any other methodology of getting the data you need to be successful.
- A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, RRSP matching, and stock options.
- Support for all your breaks: from vacation to rest and recharge, your birthday off to celebrate, health days to support your physical and mental health, and parental leave top-ups to support your growing family.
- A unique opportunity to build, grow, and leave your impact on a $400-billion industry that has no dominant player...yet.
- To work with a group of people who are humble, supportive, and give a sh*t about our customers.
- A dedicated Coaching and Development function, including Development Coaches, to help build the career you want and hit the goals you set, while ensuring you're reaching your fullest potential.
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