Director, Technical Support Customer Experience Vancouver, BC, Canada
3 weeks ago
As part of our overall Customer Experience (CX) team, our technical support team works closely with our customers to support them with their technical issues and escalations. This team is responsible for investigating data-related issues, delivering expertise on product-related questions, and helping make changes to customer’s data to provide a world-class customer support experience.
As the Director, Technical Support, you'll be responsible for leading, coaching and managing our technical support team to ensure the highest level of customer satisfaction. You will ensure your managers are set up for success to oversee the day-to-day operations of the technical support department, including staff management, resource allocation, performance monitoring and handling customer escalations in a timely manner. Additionally, you will work closely with other departments to identify areas for improvement and implement strategies to enhance the overall customer support experience.
We are ideally seeking someone based in Vancouver, working a hybrid schedule Tues - Thurs in-office with Mon & Fri flexible.
What you'll be doing...- Build the Team:
- Lead team development to meet the evolving needs of our expanding customer base.
- Oversee work intake, resource allocation, and personnel management, including hiring and development initiatives.
- Coaching and mentoring managers to enhance their leadership capabilities and drive team performance
- Enhance Technical Support Efficiency:
- Develop and execute strategies to enhance the efficiency and effectiveness of the technical support department.
- Establish Support Processes:
- Establish and maintain support processes and procedures to ensure the timely resolution of customer issues.
- Performance Monitoring:
- Monitor and analyze key performance metrics to identify trends and areas for improvement in technical support operations.
- Cross-Functional Collaboration:
- Collaborate with product development, development, and sales teams to address customer issues and optimize the product/service offering.
- Contribute to CX Evolution:
- Work closely with the CX leadership team to contribute to the overall evolution of the CX department.
- Complex Issue Resolution:
- Serve as the escalation point for complex customer issues, ensuring prompt resolution and customer satisfaction.
- Career Development Focus:
- Rebrand the Technical Support organization to become a hub for career development opportunities.
- Implement Best Practices:
- Assist in implementing Visier best practices within the technical support organization.
- Industry Trends Awareness:
- Stay current on industry trends and best practices in technical support and customer service.
- Extensive experience leading enterprise technical support organizations across multiple regions.
- Bachelor's degree in computer science, engineering, or related field; Master's degree preferred.
- Proficiency in working within a SaaS (Software as a Service) environment.
- Deep-seated passion and dedication to customer service excellence.
- Proven ability to establish and nurture partnerships and trusted relationships with key stakeholders both internally and externally.
- Demonstrated track record of effectively leading and managing high-performing teams.
- Capacity to excel in fast-paced and dynamic environments.
- Outstanding communication and interpersonal abilities, enabling effective interactions with customers and internal stakeholders.
- Established history of driving process improvements and delivering tangible results in rapid-paced settings.
- Experience with implementing Customer Relationship Management (CRM) systems and other related applications.
Most importantly, you share our values...
- You roll up your sleeves
- You make it easy
- You are proud
- You never stop learning
- You play to win
The base pay range for this position in Canada is $170k - $200k year + bonus
The compensation offered will be determined by factors such as relevant qualifications, experience, knowledge and skills. Many of our positions are eligible for additional types of compensation (e.g., commission plans, bonus, etc.) which our Talent Acquisition team will share with you if you interview for the role.
#J-18808-Ljbffr-
Vancouver, BC, Canada Visier Inc. Full timeAs part of our overall Customer Experience (CX) team, our technical support team works closely with our customers to support them with their technical issues and escalations. This team is responsible for investigating data-related issues, delivering expertise on product-related questions, and helping make changes to customer’s data to provide a...
-
Medical Oncologist
4 weeks ago
Vancouver, BC, Canada BC Cancer Full timeMedical Oncologist BC Cancer - Vancouver Centre Locum Temporary Full Time: 1.0 FTE As per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA as of October 26, 2021. BC Cancer - Vancouver is the largest treatment facility within BC Cancer and works in close collaboration with the BC Cancer...
-
Director, Medical Affairs, Vancouver Acute
3 weeks ago
Vancouver, Canada Vancouver Coastal Health Full timeSalary The salary range for this position is CAD $57.85/Hr. - CAD $83.16/Hr. Job Summary Come work as a Director, Medical Affairs, Vancouver Acute with Vancouver Coastal Health (VCH)! Vancouver Coastal Health is looking for a Director, Medical Affairs, Vancouver Acute (VA) to join the team. Reporting to the co-Senior Medical...
-
Mgr, Business Support Services
2 days ago
Vancouver, Canada BC Hydro Full time €155,000 - €196,000A workplace powered by youAt BC Hydro, we're working towards creating a cleaner and more sustainable future for all British Columbians and needpeople like you to help us. A career at BC Hydro is meaningful and provides you the opportunity to be part of a talented,inclusive, and diverse team. We offer a healthy work-life balance, competitive wages, a...
-
Mgr, Business Support Services
15 hours ago
Vancouver, Canada BC Hydro Full timeA workplace powered by youAt BC Hydro, we're working towards creating a cleaner and more sustainable future for all British Columbians and needpeople like you to help us. A career at BC Hydro is meaningful and provides you the opportunity to be part of a talented,inclusive, and diverse team. We offer a healthy work-life balance, competitive wages, a...
-
IT Support
1 week ago
Vancouver, Canada Ignite Technical Resources. Full timeOn behalf of our client in **Vancouver,** **Ignite Technical Resources** is looking for a **IT Support** with our client ** **for a **contract opportunity**. We have a Vancouver based mining client, who is looking for an IT support resource for an initial contract opportunity, that will potentially transition to a full-time role in 2024. On-site IT...
-
Property Adjuster
1 day ago
Vancouver, Canada Xpera Full timeCompany: ClaimsPro LPProperty Adjuster (Greater Vancouver, BC, Canada) We are currently looking to add an experienced Property Adjuster to our team! This is a Hybrid based role with field coverage required in the Vancouver area inclusive of: West Vancouver, North Vancouver, Vancouver Proper , Richmond and Burnaby . We will consider...
-
Property Adjuster
1 day ago
Vancouver, Canada Xpera Full timeCompany: IndemniProProperty Adjuster (Greater Vancouver, BC, Canada) We are currently looking to add an experienced Property Adjuster to our team! This is a Hybrid based role with field coverage required in the Vancouver area inclusive of: West Vancouver, North Vancouver, Vancouver Proper , Richmond and Burnaby . We will consider candidates...
-
Director, Technical Support
2 weeks ago
Vancouver, BC, Canada Visier Full timeVisier is the leader in people analytics and we believe in a 'people-first' approach to business strategy. Our innovative technology transforms the way that organisations make decisions, allowing them to elevate their employees and drive better business outcomes. Embarking on an exciting new chapter in our growth story, we are looking for talented...
-
Culinary Instructor
1 week ago
Vancouver, Canada Classpop! Full time**About Classpop!**: Classpop! is the top-rated marketplace for fun, social experiences in the U.S. and Canada. Guests choose Classpop! for booking events such as birthday parties, team building activities, date nights and more, with class offerings ranging from dance classes to cooking classes to floral arranging classes and other creative...
-
24-22 Digital Product Co-op Student
4 weeks ago
Vancouver, Canada Technical Safety BC Full time**The Co-op Opportunity** The **Digital Product Co-op** is responsible for evolving the way Technical Safety BC manages and uses digital products and platforms used by Technical Safety BC clients and safety officers. This summer co-op will collaborate with internal partners to help the team deliver a searchable solution for client insights, supporting...
-
Mgr, Business Support Services
23 hours ago
Vancouver (NE Downtown / Harbour Centre / Gastown / Yaletown), Canada BC Hydro Full timeA workplace powered by you At BC Hydro, we're working towards creating a cleaner and more sustainable future for all British Columbians and need people like you to help us. A career at BC Hydro is meaningful and provides you the opportunity to be part of a talented, inclusive, and diverse team. We offer a healthy work-life balance, competitive wages, a...
-
Director, Infrastructure and Customer Experience
4 weeks ago
North Vancouver, Canada Capilano University Full timePosting Details Posting Summary Competition Number S181140P Position Title Director, Infrastructure and Customer Experience Position Number 00000 Employee Group Administrator Position Status Regular Full-Time Start Date End Date (if applicable) Department IT Services Additional Notes Location North Vancouver Working with us At Capilano University,...
-
Director of Admissions
3 days ago
Vancouver, Canada Visual College of Art and Design Full timeWe are happy to say that we are looking for an experienced** Director of Admissions **to join Visual College of Arts Design team in** **BC**! **Position Job Title**: Director of Admissions **Location**:On site, Vancouver, BC **Reports To**: Associate Vice President of Admissions **Job Status**: Full-time, permanent, must be eligible to work in...
-
Customer Experience Representative
4 weeks ago
Vancouver, Canada JD Sports Canada Full time**Department**: Customer Service **Location**: Vancouver, BC or Toronto, ON **Workplace Type**: Hybrid **Job Type**: Full-time, Permanent **The Team**: JD Sports is a sports-fashion retail company with the incentive to inspire the emerging generation of globally minded consumers through a connection to the universal culture of sport, music and fashion....
-
Multi Line Adjuster
3 weeks ago
Vancouver, Canada Xpera Full timeCompany: ClaimsPro LPMulti Line Adjuster (Greater Vancouver, BC, Canada) We are currently looking to add an experienced Multi-Line Adjuster to our team! This is a Hybrid based role with field coverage required in the Vancouver area inclusive of: West Vancouver, North Vancouver, Vancouver Proper , Richmond and Burnaby . We will consider...
-
Multi Line Adjuster
3 weeks ago
Vancouver, Canada Xpera Full timeCompany: IndemniProMulti Line Adjuster (Greater Vancouver, BC, Canada) We are currently looking to add an experienced Multi-Line Adjuster to our team! This is a Hybrid based role with field coverage required in the Vancouver area inclusive of: West Vancouver, North Vancouver, Vancouver Proper , Richmond and Burnaby . We will consider...
-
Senior Medical Director, Neonatal Program
3 weeks ago
Vancouver, Canada BC Womens Hospital and Health Centre Full timeSenior Medical Director, Neonatal Program BC Women's Hospital + Health Centre Regular Part-Time Vancouver, British Columbia Canada BC Women's Hospital & Health Centre (BCW) is seeking a Senior Medical Director to lead the Neonatal Program. The Senior Medical Director, working in collaboration with the Senior Director, Clinical Operations, is...
-
Director of Operations, YMCA BC Foundation
5 days ago
Vancouver, Canada YMCA of Greater Vancouver Full timeDate Posted: November 8th, 2023 Position Title: Director of Operations, YBC Foundation Location: New Westminster YMCA (620 Royal Avenue, New Westminster) Travel within the Lower Mainland as per operational needs Terms: Maternity Leave, Full-Time Start Date: As soon as possible Salary: Under review Reports to: VP, Fund Development Benefits: Typical 7-hour...
-
Director of Operations, YMCA BC Foundation
6 days ago
Vancouver, Canada YMCA of Greater Vancouver Full timeDate Posted: November 8th, 2023 Position Title: Director of Operations, YBC Foundation Location: New Westminster YMCA (620 Royal Avenue, New Westminster) Travel within the Lower Mainland as per operational needs Terms: Maternity Leave, Full-Time Start Date: As soon as possible Salary: Under review Reports to: VP, Fund Development Benefits: Typical 7-hour...