Manager, Customer Support

3 weeks ago

Toronto, Canada Lone Wolf Technologies Full time

**We’re here to make real estate transactions simpler. We do that by providing a digital lead-to-close experience for agents, brokers, and their consumers. We’ve seen a lot of change over the past 30 years—but we’ve been here to support real estate from day one.**

**With the diverse landscape of the real estate industry, we want diverse talent We want to celebrate each other’s individuality and embrace our differences to enrich our commonalities and relationships throughout our organization, and we want you to be a part of that.**

**ESSENTIAL RESPONSIBILITIES AND DUTIES**:

- Create high performance environment for team members
- Manage all aspects of direct staff (onboarding, performance, merit, warnings) development and recruitment
- Coaching direct reports through one on ones to meet their personal and professional goals.
- Analyzing and interpreting call center reports, managing resources to meet team KPIs,
- Maintain a good professional relationship with cross departmental such as Customer Success, Professional Services, and Product.
- Proactively communicate trends and internal and external pain points based on data analysis.
- Evaluating processes for continuous improvement and coordinating for betterment of the process
- Manage escalations from internal and external sources.
- Proactively communicate key challenges, priorities, staff changes or requirements to your leader in a timely manner

**QUALIFICATIONS**:

- 5-10 years’ experience in Customer Support is required
- 3 years; experience as a team lead or Sr. Customer Support Representative
- Experience with Salesforce or a similar ticketing system preferred
- Post graduate education is preferred but not required
- Experience in working in a SaaS type company is preferred but not required
- Previous experience managing a downline with multiple Team Leads and multiple products preferred
- Advanced analytical skills
- Advanced coaching, development and listening skills

**KNOWLEDGE/SKILLS/ABILITIES**:

- Excellent communication skills help to help forge meaningful relationships
- Critical thinker and strong problem-solver, capable of identifying and troubleshooting challenges quickly
- Ability to prioritize tasks in a fast-paced environment to thrive as a member of a dynamic team
- Detail-oriented nature to help identify opportunities to improve processes
- Ability to speak, read and write fluently in English is required

We’ve become the largest real estate software company in North America. Our products provide our client’s with a competitive advantage in today’s market and nearly 10,000 offices are utilizing our feature rich, fully integrated windows and web based software solutions.

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