Manager, Customer Support

1 week ago

Toronto, Ontario, Canada Cardata Full time

At Cardata, our goal is to simplify the administrative and financial burdens experienced by companies with employees on the road.

We partner with our customers to find the easiest and most cost-effective solution, using best-in-class technology, to reimburse their employees for using their personal vehicles for work.


Who You Are
As the Manager, Customer Support you will be the go-to person for all customer support related matters.

You will be viewed as a customer support expert, with deep knowledge of the Cardata product; a superior ability to problem-solve; and an aptitude for developing rapport with customers.

You will oversee the day-to-day activities of the customer support team, using your expertise to provide guidance to team members and handle a wide range of customer escalations.

You will be the voice of both customers and the customer support team, by sharing feedback internally across stakeholder groups to drive a continuous improvement of our customer experience and product.


What You'll Be Doing:

  • Oversee the daytoday activities of the customer support team, monitor distribution of workload and act as the main point of contact for all customer support representatives
  • Partner with the learning team to create training documentation and onboard new team members
  • Guide, coach and motivate team members on a daytoday basis, establishing and maintaining best practices
  • Responsible for the performance management of the customer support team including providing feedback, leading 1:1's, delivering performance evaluations and providing guidance on individual development
  • Assist the customer support team in navigating customer escalations and respond to escalated inquiries when necessary
  • Create, iterate and maintain documentation and map processes for the customer support team
  • Communicate feedback gathered from clients and team members to inform leadership on issues and provide recommendations for improvement
  • Escalate product feedback and feature requests to the engineering team on behalf of clients and customer support
  • Collaborate with leadership to establish support metrics (KPIs) for the team
  • Monitor support metrics (KPIs) to ensure team and individual team members are meeting their goals
  • Assist other customer enablement teams in iteration of process, and assisting with client facing initiatives
  • Collaborate with the post sales team to ensure a solid understanding of customer requirements and a seamless transfer of knowledge
  • Manage customer supports team schedule to ensure adequate coverage at all times, including approving timeoff requests in the HRIS
  • Other duties as assigned

What You'll Bring:

  • 3+ years of experience in a customer support role
  • Previous experience as a people manager
  • Demonstrated ability to take ownership of tasks and to work with little to no direct supervision
  • Highly organized, with the ability to delegate tasks and monitor progress
  • Empathetic, customerfocused and serviceoriented, with an unshakeable resolve when faced with escalated clients
  • Strong ability to analyze situations, identify problems and develop appropriate solutions
  • Ability to analyze and use data to inform key decision making and monitor individual and team performance
  • Ability to inspire and motivate individuals and foster a positive team environment
  • Strong ability to build positive external and internal relationships and work crossfunctionally with other teams

Why you'll love working at Cardata:
Cardata provides you with a flexible, autonomous environment that encourages employees to experiment, innovate and learn.

As part of our team, you will be surrounded by supportive leaders and caring colleagues who are dedicated to taking on new challenges, focusing on the customer, and working as a team to achieve success.


Additionally, you will be provided with:
Opportunity for career progression in a growing company

Competitive salary + bonus

Opportunity to work remotely

Flexible working hours

100% employer paid benefits

Healthcare spending account

Wellness spending account

15 days of vacation + additional time off throughout the year


3 pit-stop days (Cardata's version of mental health days)- If you require accommodations during the recruitment process, please let us know.

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