Sr. Manager, Customer Care

Roadpost is a leading provider of mobile satellite solutions, and the partner of choice for thousands of individuals that work or travel beyond the limits of terrestrial or cellular coverage , providing solutions under the Roadpost and BlueCosmo brands . From private and public sector employers who need to connect and protect employees at remote worksites, to backcountry adventurers and enthusiasts, Roadpost’s customers have many faces, but a common concern - the need for reliable communications that they can access anywhere.

Roadpost has over 60 employees between our Toronto and Seattle offices, serving over 100 ,000 subscribers. Our growth has come organically, through acquisition, and through innovative and proprietary product introductions on the Iridium and Inmarsat satellite networks, including ZOLEO , an industry-leading global safety and messaging service developed as a joint venture with Beam Communications from Australia . Designed for outdoor enthusiasts, organizations that work in remote areas, and people who live on the fringe or outside of wireless coverage, ZOLEO is the first consumer-focused solution that enables messaging and SOS emergency response services that works seamlessly across cellular, Wi-Fi, and satellite networks, and is now available for sale in selected countries in North America, APAC and Europe.

We value innovation, teamwork, and an entrepreneurial ability to get things done. We invite you to get to know more about us: roadpost.com, bluecosmo.com and zoleo.com.

Summary :

The Senior Manager, Customer Care, is responsible for day-to-day operations and management of Roadpost’s customer care team s , providing a consistently high level of service for all our customers . Working with in-office and remote staff, you will be lead, develop , and implement customer service strategies focused on driving the highest levels of customer satisfaction while leveraging Key Performance Indicators (KPI’s), systems, tools and emerging technologies to optimize operational efficiencies and drive continuous improvement. You will also be responsible for establishing and managing standard customer care KPI reporting for all aspects of the business. Str o ng leadership and mentorship skills are required in order to establish a culture of exceptional customer service through collaboration, collective and individual ownership & accou n tability, efficiency, and continuous learning. Success is measured through improvements in key performance indicators that include (but are not limited to) t icket quality and accuracy , ticket drivers, productivity , customer satisfaction and retention measures we well as the measured continuous improvement s of staff skills and engagement and operational efficiency .

This role is based in Toronto and reports to the Vice President, Operations , requiring a minimum of 2 days in office per week .

Key Responsibilities:

The Customer:

• Customer Satisfaction: Own, monitor, measure and improve upon all drivers of customer dissatisfaction by auditing various communication channels within the call and ticketing system, chat, social media and community posts. Ensure process flow optimization and efficienc y, driver categorization and ticket accuracy standards are met. Bring visibility to the “voice of the customer” while driving improvements.

• Quality Assurance Program: Implement, analyze, and improve upon call and ticket QA standards and metrics with the specific objective of improving consistency as it relates to “call-flow engineering”, product knowledge depth, accuracy, agent critical thinking skills as well as standard/best practice elements.

Key Performance Indicators (KPI’s): 

• Drivers: Analyze ticket driver data, and trends. Lead the charge and collaborate with stakeholders to bring improvements to systems, process, web/content, marketing collateral with a focus on maximizing self-serve, ticket deflection, and automation. Primary measures include tickets/1000 subscribers, chat bot optimization metrics

• Staff productivity : Benchmark, analyze, report and improve upon individual and team productivity levels. Drive effective staff forecasting and agent workload balancing. Measured through CSR/1000 subscribers.

• KPI’s: Analyze, design, implement and report on all relative call center KPI’s including (among others) AHT’s, abandon and VM rates, ticket SLA’s etc. Utilize data driven decision making to improve efficiency and customer satisfaction.

• Scalability: Utilizing all resources, develop an “economies of scale” mindset by maximizing productivity with Roadpost CSR’s while ensuring sufficient support levels for ZOLEO with their respective service level objectives. This will be measured by SLAs, and comparative year-over-year cost and headcount analysis. 

The People:

• Training and Onboarding Programs: Implement course curriculum formatted training programs with ownership and focus on product, process, and system knowledge both for full time and seasonal team members. Build on adoption, improvements, benchmark scoring and reporting.

• Leadership: Mentor, lead and develop direct and indirect reports with a focus on skills development, resource management, accountability and scalability. 

• Escalation contact : Go-to for escalated customer facing issues and complexities for Roadpost.

• Stakeholder: Business owner in high level strategic or project-based conversations, bringing Operational knowledge and expertise to influence system, web, content and process design and implementation.

Qualifications & Skills :

• Minimum of 5-8 years’ experience in leadership roles within a call center environment managing T1/T2 agents 

• Superior critical thinking abilities, capable of managing conflicting priorities, various time sensitivities in a multi-channel environment. Adept at maximizing resource utilization

• Strategic thinker. Able to anticipate, plan and execute current objectives while planning for future change requirements including cross training and staff optimization.

• Highly skilled with various call center systems (including Zendesk), process utilization, workload management and training solutions. Leverage emerging technologies including AI to drive new efficiencies and customer satisfaction

• Highly agile and adaptable, leverage creative thinking to drive fresh ideas and solutions. Act as a catalyst for change and continuous improvement.

• Excellent interpersonal and team building skills. Ability to work in a team environment, while garnering cooperation and collaboration from other departments.

• Highly skilled in time management and organizational skills, able to multitask and manage priorities.

• Highly skilled in troubleshooting, problem solving and prioritization.

• Understanding of wireless (voice and data) technology as well as remote messaging technology.

Highly Desirable :

• Proficiency with Zendesk, including ability to manage and update system queues, metrics, etc.

• Technical aptitude, working knowledge of Voice and Data products.

• Experience working with a telecom or networking solutions company.

• Experience managing call centers across multiple time zones

• A post-secondary business, technical, or engineering degree or equivalent experience

• French verbal and written communication skills

What we O ffer :

• Competitive Salary

• Personal & Corporate Bonus

• 3 weeks’ vacation

• Health & Dental Benefits

• Hybrid Work (2x/week in office)