Manager, Support

4 weeks ago

Montréal QC, Canada Dealer Inspire Full time

**Be essential at Cars Commerce Canada**:
No one ever travels alone here: at its core, Cars Commerce is collaboration. In fact, it's built into the very fabric of our shared values. We like to say we **Rise Together **- putting people at the center of what we do, from consumer to customer to community. Life at Cars Commerce makes it easy when we share the ethos to be **Open to All**, encouraging open-minded communication because we know diverse thinking yields better outcomes. But critical to our success is **Caring to Challenge** and **Taking Ownership**, fueling a competitive spirit in a respectful environment where we think about tomorrow but act today. At our foundation, we have integrity, **Doing the Right Thing**, even when it's hard. It's our shared commitment to these values that makes Cars Commerce a place where growth becomes not only possible, but downright unavoidable.

But don't take our word for it. Awarded the **2024 Best Places to Work by Built In**, **we're obsessive about the employee experience**. We are among the top 20% being declared "Best" of our industry based on six critical factors that are important to employee wellbeing, like quality of pay, benefits, work life balance and more.

**ABOUT THIS ROLE**:
As the Manager of Web Support, you will play a pivotal role in enhancing our customer service operations. Your responsibilities will include onboarding, training, performance management, and continuous improvement of our support processes. You'll lead a team of agents to ensure they provide exceptional service and maintain high standards of quality.
- Deliver engaging and comprehensive training for new and existing team members, ensuring they quickly become proficient and effective in their roles.
- Monitor and analyze key performance indicators (KPIs) to identify improvement opportunities and drive team success.
- Understand agents' workflows intimately and guide them in following established processes to maintain service quality and consistency.
- Establish quality assurance standards and regularly review agents' performance, offering constructive feedback to promote continuous improvement.
- Continuously assess and enhance support processes and tools for maximum efficiency, reviewing best practices and suggesting tool enhancements as necessary.
- Conduct regular performance reviews and foster a culture of excellence within the team.
- Collaborate with HR to develop a workforce strategy that aligns with company objectives and operational needs.
- Cultivate strong relationships with other departments, particularly Sales and Product, to share customer feedback and enhance overall customer satisfaction.
- Act as the main contact for complex customer requests involving multiple L2/L3 tickets, coordinating between various specialists to ensure resolution.

**ABOUT YOU**:

- Undergraduate degree in a technical field (Comp-sci, BTM, etc.) or equivalent work experience.
- Ten years of professional experience, including five years managing a Customer Support team of at least five individual contributors in a technical environment.
- Exceptional communication skills with the ability to effectively convey technical concepts and solutions to non-technical stakeholders, including dealership staff and clients.
- Strong leadership abilities demonstrated through experience in guiding a team of customer support representatives, ensuring high-quality support services.
- Technical troubleshooting expertise in diagnosing and resolving issues related to digital products used in automotive dealerships, minimizing disruption to operations.
- Customer-centric approach focused on understanding customer needs and delivering personalized support experiences to enhance satisfaction and loyalty.
- Analytical mindset with the capability to analyze support data, identify trends, and proactively implement improvements for greater efficiency and effectiveness.
- Adaptability and flexibility to adjust to evolving technologies, processes, and industry trends in the automotive and technology sectors.
- Conflict resolution skills to manage challenging situations and foster positive relationships with both internal teams and external clients.
- Autonomy with the ability to operate with limited supervision and demonstrate initiative and resourcefulness.
- Bilingual in English and French.

**Preferred**:

- Proficiency in automotive technology, including an understanding of car dealership operations and familiarity with digital products such as website content editing, lead management, syndication, and digital marketing tools specific to the automotive industry.
- Project management skills that enable coordination and prioritization of multiple support tasks, projects, and deadlines effectively, ensuring timely resolution of customer issues and efficient utilization of resources.
- Familiarity with various ticketing and product management systems, including Zoho, Jira, and others, to manage and track support requests eff

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