Senior Customer Service Manager

Autzu is a cutting-edge mobility tech company revolutionizing the ridesharing industry by providing electric car-sharing services to rideshare drivers. We are seeking a customer-focused and experienced Customer Service Manager to lead our team in Toronto. The Customer Service Manager will be responsible for ensuring that our customers receive excellent service and support, and will play a key role in promoting our brand and reputation in the market.

Responsibilities:

• Keep up-to-date with product developments, industry trends, and competitor activities
• Manage and lead a team of customer service representatives and specialists, providing coaching and feedback to help them achieve their goals
• Develop and implement customer service policies and procedures that ensure timely and effective responses to customer inquiries and issues
• Assist with other customer-focused initiatives as needed
• Identify opportunities to improve the customer experience and provide feedback to the product development team
• Monitor customer service metrics, such as response time and customer satisfaction, and take corrective actions as needed
• Maintain accurate records of customer interactions and support activities
• Collaborate with other teams, such as operations and product, to ensure that customer needs are met and that issues are resolved quickly
• Manage customer escalations and work with other teams to identify and resolve the root causes of customer issues

Requirements:

• Advanced troubleshooting and multi-tasking skills
• Bachelor's degree in a related field
• Excellent at active listening, empathetic customer support
• Proven experience with managing local and/or remote teams and customer support
• Excellent communication skills
• Working knowledge of customer service software, databases, and tools
• Ability to think strategically and to lead
• Customer obsessed, ability to think in the customer's perspective
• Excellent knowledge of management methods and techniques
• 3+ years of customer service management experience
• Strong attention to detail

Perks & Benefits:

• Extended health benefits - dental care, extended health care, vision care
• Grow and scale with a fast-growing organization
• Competitive compensation, including performance incentives and share options
• Opportunity to build products that will be implemented in other global markets
• Opportunity to shape the future of urban mobility