Customer Support Manager
Toronto
Customer Support & Success /
Full-time, Hybrid /
Hybrid
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
