Manager, Customer Service

2 weeks ago

Toronto ON, Canada Paramount Commerce Full time

We are Paramount Commerce, a leading fintech company focused on simplifying payments in Canada. Since the early 2000s, we have redefined online purchasing by introducing a way to pay directly from a bank account, bypassing credit cards or e-wallets. Our commitment is to provide the highest standards of security and risk management that support seamless payments and rich data.

As we strengthen our position in Canada, we are strategically positioning ourselves for global expansion. To achieve our goals, we are seeking talented professionals who can push the boundaries of innovation, contributing to our growth across Canada and worldwide. Join us at Paramount Commerce, where we not only follow fintech trends but shape them.

We are seeking a Manager, Customer Service to join our Customer Service team who will play a pivotal role in shaping the future of our customer service function. This role requires an experienced and strategic-minded individual who is passionate about delivering exceptional customer experiences and driving continuous improvement. If you thrive in a fast-paced environment and are ready to lead a team to new heights, we want to hear from you.

What will you do?

Strategy & Leadership:

  • Develop a comprehensive vision, strategy, and roadmap for our Customer Service Function.
  • Lead and mentor a team of Customer Support Specialists, providing day-to-day guidance and coaching.
  • Foster a culture of continuous improvement and high performance within the team.
  • Align resources to deliver exceptional customer experiences across existing support channels.
  • Act as the escalation point for complex cases and ensure they are resolved appropriately.
  • Effectively manage and review the relationship with the existing outsourced contact centre. 

Performance Measurement and Reporting:

  • Refine and monitor key performance indicators (KPIs) to measure team performance and identify areas for improvement.
  • Develop and deliver insightful dashboards and reports to senior leadership, providing visibility into departmental performance.

Program Development and Implementation:

  • Identify and implement programs to drive efficient and effective customer service outcomes, optimizing scalability.
  • Collaborate with cross functional teams to improve processes that impact team performance and customer satisfaction
  • Collaborate with the Product team to implement feature enhancements that enhance customer service delivery.
  • Drive the modernization and scaling of the team to achieve best-in-class Net Promoter Score (NPS) and/or Customer Satisfaction (CSAT) feedback.
  • Evaluate existing support channels and helpdesk tools, and manage programs to upgrade and replace our current setup.

You will be/have:

  • Bachelor's degree in Business Administration, Management, or a related field
  • Proven experience in a leadership role within a customer service or support environment, preferably in a fintech, technology or e-commerce industry.
  • Strong leadership and interpersonal skills, with the ability to motivate and inspire a diverse team.
  • Excellent communication and problem-solving abilities, with a customer-centric mindset.
  • Proficiency in CRM systems and customer service software.
  • Strategic thinker with a track record of driving results and achieving goals.
  • Passionate about delivering exceptional customer experiences and driving customer loyalty.

At Paramount Commerce, we are proud to be an equal opportunity employer. We practice ethical and fair hiring processes and strongly encourage applications from diverse backgrounds. Accommodations are available on request for candidates taking part in all aspects of the selection process.

We are committed to creating a place for our employees to be their authentic selves. We believe diversity of thought, background, and experience are essential to achieve our mission to simplify payments.

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