Team Lead, Support Operations

2 weeks ago

Toronto, Ontario, Canada Ten Thousand Coffees Full time

We're Ten Thousand Coffees (10KC), the only all-in-one platform for inclusive mentoring, connectivity, and skills development that drives better employee engagement and retention.

Organizations rely on 10KC to build, manage, scale, and measure all of their mentoring and networking experiences in one fully integrated platform.

200+ organizations use our platform to connect, develop and engage their employees.

Our clients include Fortune 100s like the Royal Bank of Canada (RBC), PwC, Adidas, General Electric (GE), Johnson & Johnson, post-secondary academic institutions across Canada, and diversity networks like Ascend and Black Professionals In Tech Network (BPTN).

We have big plans to grow and are building a world-class team to help us achieve our ambitious goals

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The Role
Are you a passionate leader with a knack for technical writing? Do you excel at transforming complex concepts into clear, user-friendly guidance? If so, then join our growing team as Team Lead, Support Operations


In this dynamic role, you'll shape our Support Team by mentoring our User Support Specialists to deliver exceptional service while spearheading the creation of top-notch knowledge base resources.

Collaborate closely with product and engineering teams to develop outstanding guides, tutorials, and help materials that directly empower our users.

If you possess a strong background in technical documentation, excellent communication skills, and an unwavering commitment to customer satisfaction, this is the opportunity for you

What you'll do

  • Team Leadership: Build and mentor a highperforming team of User Support Specialists, motivating them to achieve departmental goals and provide bestinclass support experience to our end users.
  • Technical Troubleshooting: Manage the escalation process for complex customer issues, ensuring collaboration with technical teams and timely resolution.
  • Documentation Standards: Develop and maintain a clear, consistent voice across all documentation through style guides and content templates.
  • Content Strategy: Develop and execute a comprehensive strategy for user guides, FAQs, knowledge base articles, and other critical documentation resources.
  • Cross-

Team Collaboration:

Partner with product, engineering, and other stakeholders to gather product information, ensure content accuracy, and stay aligned on release schedules.

What you'll bring

  • Leadership: Proven experience managing and developing a technical writing team.
  • Technical Writing: Minimum of 5 years of experience as a technical writer, with a demonstrated expertise in documenting SaaS products.
  • Organization: Excellent organizational skills for managing multiple projects and priorities.
  • Communication: Exceptional written and verbal communication skills, and the ability to translate technical concepts for diverse audiences.
  • Problemsolving: Strong problemsolving and critical thinking, with the ability to troubleshoot complex issues and collaborate on resolutions.
Assets

  • Proficiency with Zendesk, Slack, Notion, and Google Suite
  • Experience in a Support role, preferably for an Enterprise SaaS platform.

The base salary range for this role is: $80,000 to $120,000

We believe in paying top-of-market base salaries to foster a high talent density, meaning we aim to attract and retain the very best people in our field.

An individual's base salary is determined by factors including market indicators, geographical location, experience, knowledge, skills, and abilities, as evaluated during the recruitment process.


As a diversity founded and grown company, we're dedicated to building a diverse and inclusive community - one where employees feel a sense of belonging and are valued for their contributions and the perspectives they bring.

We celebrate and support our differences. We welcome new team members who are BIPOC, LGBTQ+, and neurodiverse as a part of our team (and we'll continue to hire more in We strongly encourage everyone to apply. Whatever your background, race, creed, sex, gender, orientation, religion, people with living with disabilities, and foreign-born residents - you belong here

Benefits and Perks

  • Comprehensive total rewards, which may include stock options and variable compensation
  • Wholesome health & dental benefits coverage
  • Employee and family assistance program (support for mental health, family & relationship, child & eldercare, work & career, legal, financial, and more)
  • Flexible, uncapped time off program
  • Parental benefits program
  • Employee connectivity program powered by our software
  • Home office set up allowance
  • Monthly fitness stipend
  • Monthly internet and phone stipend
  • Permanently remote in Canada (with options to work shortterm abroad)
  • Flexible working hours to suit your lifestyle and needs

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