Customer Support Manager

Toronto
Customer Support & Success /
Full-time, Hybrid /
Hybrid
About us:
Practice Better is a leading all-in-one practice management software solution transforming how health & wellness professionals run their practices and support their clients. The company serves 15,000+ customers in over 70+ countries across the globe, and processes hundreds of millions annually in payments on behalf of customers. Over 65% of growth in our customer base comes from word of mouth and referrals, which is a testament to our strong brand and community. Practice Better has recorded a 300% compound annual growth rate in revenue since inception, and we are well-positioned for continuous growth in the years to come.

How we work:
Practice Better operates remote-first, hybrid optional. We ensure each member of our team is equipped with the necessary tools to perform effectively within the comfort of their own space. However flexibility is important! So if you need to stretch your legs or whiteboard with your team, you can use our beautiful, private downtown Toronto office.

Position title: Customer Support Manager
Location: Candidate must be located in Canada or the USA. Our office is located in Toronto, ON, Canada, but the role is remote/hybrid/flexible.
Reports to: Head of Customer Experience

About the Position:
The Customer Support Manager will oversee the customer support department's operations, ensuring that the team provides the highest level of service to our customers. This role involves managing a team of customer support representatives, developing and implementing customer service policies and procedures, and working closely with other departments to resolve customer issues efficiently and effectively.

We’re counting on you to:

    • Lead and manage the customer support team, including hiring, training, running 1:1s, and performance evaluation
    • Develop and implement customer support policies, procedures, and standards to ensure customer satisfaction and loyalty
    • Monitor and analyze customer service performance metrics to identify areas for improvement and implement strategies to enhance service quality
    • Handle complex customer complaints or issues that require escalation, providing timely and effective resolutions
    • Collaborate with other departments, such as Marketing and Product Development, to improve overall customer experience and satisfaction
    • Ensure the customer support team has the tools and knowledge to provide exceptional service
    • Foster a positive and collaborative work environment that encourages feedback and innovation

Requirements:

    • Must have at least 2+ years leading a customer support team that is 5+ in size
    • Proven experience managing a team and driving performance improvements through strong leadership and motivation
    • Excellent written and verbal communication skills with the ability to communicate effectively with users, team members, and other departments
    • Ability to analyze data and identify trends to improve customer support processes
    • Experience in managing customer escalations and resolving conflicts
    • Strong organizational skills to manage multiple tasks and priorities effectively
    • Ability to collaborate effectively with cross-functional teams, such as product development, sales, and marketing, to address customer needs and improve the overall customer experience
    • Must be open to coaching and mentoring both new hires and experienced team members
    • Comfortable leading a team that handles tickets and live-chat support channels

Who you are:

    • Adaptable and Comfortable in Change — Thrives in an ever-changing startup SaaS environment
    • Experience with using Zendesk as a Support platform
    • Continuous Learner — Possesses a growth mindset, natural curiosity, and a strong commitment to learning and development.
    • Proactive and Analytical — Takes a proactive approach, continuously seeking process improvements, and is comfortable with data-driven decision-making
    • Accountable and Autonomous — Comfortable with a high level of accountability and autonomy
    • Team Player — Collaboration and teamwork are intrinsic to your work philosophy
    • Change-Ready — Adapts well to change and welcomes new challenges
    • Open to Growth — Willing to step outside of your comfort zone

Our Tech Stack:

    • Zendesk
    • Ada chatbot
    • Stripe
    • HubSpot
    • Guru
    • Notion
    • Google Suite

You will:

    • Own:  A team of customer support representatives, developing and implementing customer support policies and procedures,
    • Teach: Identify knowledge gaps and work individually and with the team to upskill
    • Learn: About the Health & Wellness industry and how our software supports practitioners daily
    • Improve: Our support process by identifying friction points and working individually & collaboratively with the team to resolve
    • Master: Demonstrate technical proficiency with regards to the Practice Better and That Clean Life software platforms 

Within:

    • 1 month you will: Gain product knowledge and understand how we support our customers
    • 3 months you will: Lead 1:1s and begin to find areas that need improvement in our process
    • 6 months you will: Run performance reviews and begin to work cross-functionally with other departments to improve the customer experience

Our Perks and Benefits:

    • Unlimited Vacation: We believe you can be highly productive and still have plenty of time for life outside of work
    • Generous health benefits plan: Coverage starts from Day 1 and includes vision & dental
    • Choose your device: Are you team windows or apple? You shouldn’t have to compromise, especially if you work more efficiently on a specific operating system. When you join us, you get to pick!
    • Home Office Allowance: $500/year to ensure your home office is set up for optimal comfort and productivity
    • Health & Wellness Allowance: $750/year to support your health & wellness related goals and hobbies
    • Learning & Development Allowance: $1000/year to explore a new skill, attend a conference, read some new books, etc
    • Fully Remote: Work from the comfort of your own home with the choice to access our downtown Toronto office for a change of scenery
    • Events & Free Lunches: We prioritize weekly team bonding and monthly company-wide social events with a lunch stipend. We pride ourselves on maintaining a culture where everyone feels engaged, inspired, and excited to come to work every day
Practice Better is a respectful, caring, and inclusive workplace. We are committed to accessibility, diversity, and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the requirements for the position. Applicants need to make their requirements known when contacted.

Practice Better is proud to be a diverse and equal opportunity employer and as such does not discriminate on the basis of race, color, religion, sex, national origins, age, sexual orientation, disability, or any other characteristic protected by applicable laws. Selection decisions are solely based on job-related factors.