Senior Manager, Customer Support

3 weeks ago

Vancouver, Canada Jobber Full time
Does your definition of success mean empowering others?

Then Jobber might be the place for you We’re looking for a Senior Manager, Customer Support to be part of our Customer Success department.

Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers while providing an easy and professional customer experience. Running a small business today isn’t like it used to be—the way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That’s why we put the power and flexibility in their hands to run their businesses how, where, and when they want

Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada’s Most Admired Corporate Cultures, and more. Our employees likewise love the Jobber culture with 93% of employees recommending Jobber and 100% approving of our CEO (according to Glassdoor). Jobber has also been named on the Globe and Mail’s Canada’s Top Growing Companies list, and Deloitte Canada’s Technology Fast 50, Enterprise Fast 15, and Technology Fast 500 lists.

The Opportunity

Reporting to the Senior Director, Customer Success, the Senior Manager, Customer Support you will be responsible for overseeing and enhancing our customer support operations to ensure the highest levels of customer satisfaction and agent efficiency. This role involves managing a team of frontline managers and customer support representatives, developing and implementing best-in-class support strategies, and collaborating with other departments to continuously improve the customer experience. In this role, you will report to the Senior Director of Customer Success.

In this role, the Senior Manager, Customer Support will be responsible for:

  • Lead, mentor, and manage a team of customer support managers and representatives
  • Conduct regular performance reviews, provide feedback, and develop professional growth plans for team members.
  • Foster a positive work environment that encourages teamwork, innovation, and excellence.
  • Oversee daily operations of the Support department to ensure timely response and effective resolution of customer inquiries across all chat, email and phone channels.
  • Develop and implement policies, procedures, and best practices to improve efficiency and customer satisfaction.
  • Monitor key performance indicators (KPIs) and metrics to assess team performance and identify areas for improvement.
  • Develop and execute customer support strategies aligned with the company's overall goals and objectives.
  • Collaborate with senior management to identify opportunities for enhancing the customer experience and operational efficiency.
  • Stay current with industry trends and best practices to ensure the support team remains competitive and innovative.
  • Act as a point of escalation for complex customer issues
  • Build and maintain strong relationships with key customers and stakeholders.
  • Gather and analyze customer feedback to inform continuous improvement initiatives.
  • Work closely with other departments such as Sales, Onboarding, Product Development, and Engineering to ensure a seamless customer experience.
  • Provide insights and recommendations based on customer feedback to drive product and service improvements.
  • Participate in cross-functional projects and initiatives to support company-wide objectives.
  • Prepare and present regular reports on customer support performance, trends, and insights to senior management.
  • Utilize data analytics to identify patterns, trends, and areas for improvement within the customer support function.
  • Implement and leverage customer support software and tools to optimize operations and reporting.

To be successful, you will need to have:

  • Extensive experience in customer support, with demonstrated years in a managerial or leadership role including leading other leaders.
  • Proven track record of successfully leading and developing high-performing customer support teams.
  • Excellent interpersonal and communication skills, with the ability to effectively interact with customers, team members, and senior management.
  • Strong analytical and problem-solving abilities, with a focus on data-driven decision making.
  • Proficiency in customer support tools like Zendesk, RingCentral, Intercom, SFDC
  • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
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