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Manager Of Support Escalations
Company | Xplor |
Address | Vancouver, British Columbia, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-06-22 |
Posted at | 11 months ago |
Company Description
- Ensure achievement of Support team’s SLA’s, constantly driving efficiency and monitoring team performance
- Ensure the team is meeting defined metrics and KPI’s for Support response and customer satisfaction.
- Drive operational requirements and implement processes to scale Support services, owning accountability for engagement success.
- Support high employee satisfaction with all Support team members.
- Work in close partnership with Sr. Manager of Customer Support to implement processes designed to enhance customer satisfaction and improve team effectiveness
- Act as a technical escalation point for Support Specialists, working as the liaison between the customer and various departments within the organization.
- Working closely with our Engineering teams to ensure close alignment on ongoing customer defects and deliver consistent service experiences.
- Proactively create initiatives and experiences that will surpass customer expectations by observing and improving upon Support Escalations process
- Create a culture of continuous improvement, supporting the team’s ongoing training and knowledge efforts
- Has consistent 1:1’s with reports, ensuring regular coaching and feedback
- Conduct interviews to find new Customer Support superstars to join the team
- Create and monitor support escalation & defect statistics, preparing detailed reports on trends and findings to support data-driven decision making
- Foster a culture of continuous training and knowledge development with the team.
- Monitor the Engineering team's metrics to ensure we are meeting defined metrics and KPI's for service level and response to confirmed defects
- Take ownership of all escalated customer issues and ensure follow through to resolution
- Manage support costs proactively, managing adherence to the team's financial targets
- Ensure the Customer Support team is always aware of all new information related to trending or ongoing issues
- Energizes others, building a team culture of high performance and trust.
- May be eligible for a discretionary bonus
- 5+ Years of customer support experience.
- A proactive, self-motivated learner with a strong drive to achieve personal goals.
- Knowledge of Microsoft Office programs (Word, Excel, Outlook, etc.)
- Experience with Salesforce an asset.
- Ability to work in a team where you manage your own time and priorities.
- Possesses strong customer relation skills.
- Excellent verbal and written communication skills and professional etiquette.
- You're a true team player who knows that we all have to sometimes roll up our sleeves.
- The average base salary pay range for this position is $90,000 to $100,000
- Motivated by a fast-paced environment where you will have to constantly adapt - no two days are the same!
- You align with our four core values.
- Strong problem-solving, analytical, follow-up skills and detail oriented.
- 3+ Years of leadership experience.
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