Manager of Customer Support

Who you are

• Exposure to AI tools and a desire to leverage them to enhance your work content and user experience
• 4+ years of Business experience in a Customer Support environment with 3+ years, with demonstrated Management or Leadership experience
• Post-Secondary Degree or Diploma
• Ability to manage in a fast-paced environment
• Communicates clearly in verbal and written formats
• Demonstrated ability to drive team results through coaching, developing and mentoring
• Identifies potential risks to success are communicated and actioned
• Develop, coach, reinforce and manage operational standards, policies, procedures
• Monitor and improve team performance, providing leadership, coaching and performance management in collaboration
• Great attitude and work ethic.  Strong team player
• Experience with or use of M365 Copilot
• Experience with Knowledge-Centered Support (KCS)
• Experience with Work Force Management (WFM) Applications

What the job involves

• Manager, Customer Support, will lead and inspire a team of customer-focused Solutions Analysts to deliver a world-class customer service experience
• You are entrepreneurial, energetic, and have a passion for delivering amazing experiences
• You will oversee the day-to-day operations of the team, provide coaching and mentoring, and ensure that effective processes are in place to provide excellent and consistent service quality to our customers
• You will be a project manager for process, tools, and systems improvements and the implementation of those changes in the department
• This position requires expert cross-functional leadership competencies, which must be led with a keen eye on employee and customer experience to ensure high quality outcomes
• Reporting to the Sr Director, Customer Support
• Provides consistent, balanced and timely feedback on customer support performance as related to call and case audits
• Applies timely performance management standards and processes
• Fosters a positive work environment and consistently supports continuous learning
• Serves as point of escalation for high impact customer issues
• Works in collaboration with Customer Support Manager peers
• Works cross-functionally within Customer Success organization to address customer concerns
• When required, act as liaison to Product, SaaS Ops, and other internal teams regarding issue management (identification, escalation and prioritization)
• Effectively communicates and manages change in operating procedures and processes to ensure staff understanding, retention and appropriate execution
• Responsible for mentoring, motivating, coaching and leading the teams, ensuring customer satisfaction for all clients (e.g. Customer Satisfaction, Customer Effort)
• Establishes best practices and maintains quality control
• Provides support on special projects (i.e. Knowledge Base, Integrations, etc.)
• Hire, train and deliver performance reviews