Manager, Tier Iii Customer Support

6 months ago

Toronto, Canada Thentia Full time

**About **Thentia**

Thentia is a fast-growing, venture capital-backed software as a service (SaaS) company that is emerging as a world leader in government technology with a platform that is transforming and modernizing how regulatory organizations are conducting business. As a company of builders, thinkers, and owners, Thentia gives employees the opportunity to create amazing solutions, showcase their talents, and benefit from our shared success as we scale up in the U.S., Canadian, and global markets. Our solutions directly impact public trust and regulatory integrity, helping regulators and agencies meet 21st century standards by leveraging predictive analytics, Big Data, AI, and other innovative capabilities.

**About **T**he **R**ole**

Success in this role is achieved by upholding a high standard for the quality of code produced and whether the desired resolution was delivered to the customer in an efficient and timely manner and while preventing similar issues from future recurrences. You will drive these performance objectives through consistently coaching your team members and developing relationships with cross-functional stakeholders, mainly Customer Success, Customer Operations & Delivery, to understand how the Tier III support organization can be of optimal service.

**Responsibilities**
- Directly manage and lead a team of Tier III support developers, to assign work, optimize processes, ensuring all team members are productive and accountable for their throughput and quality, fostering a collaborative and results-driven work environment
- Conduct regular coaching and review, utilizing Thentia’s performance review process, to set individuals expectations and goals that enhance the team’s efficiency and productivity
- Promote a collaborative and positive team culture in line with Thentia’s T8 (values), particularly Customer Focus
- Facilitate effective communication from the Development team to the collaborative, customer-facing departments to ensure information is being transmitted accurately and understandably
- Conduct regular team and cross-functional meetings, providing updates on project status & prioritization, discussing challenges, and soliciting input
- Establish and enforce rigorous quality assurance processes to ensure the delivery of desired outcomes for customer requests and issue resolution
- Implement and manage code review procedures, emphasizing accuracy, reliability, and adherence to coding standards
- Identify areas for process improvement within the support development lifecycle, implementing solutions to streamline workflows and enhance efficiency
- Using ITIL practices, identify patterns, issues, problems and mitigating strategies to proactively address deficiencies and improve overall reliability of the product and product development processes
- Implement best practices in code deployment and incident prevention to minimize customer impact and improve overall support team effectiveness & customer experience
- Collaborate with customer success managers and project managers to define project scope, timelines, and deliverables for larger change requests
- Ensure the successful delivery of development projects by monitoring progress, identifying and mitigating risks, and maintaining a focus on quality and customer satisfaction
- Foster a culture of innovation and creative problem-solving within the development team
- Act as a focal point for customer escalations and incidents that pertain to the Tier III support team, ensuring prompt and effective resolution of issues to maintain a positive customer experience
- Act as a technical liaison between the Product Development team and customer advocacy, providing insights and solutions to enhance the overall customer experience

**Qualifications**
- Bachelor's degree in computer science, Information Technology, or a related field
- 5+ years demonstrated progressive experience in a leadership role managing development teams, preferably in a Tier III support environment for an organization that particularly values customer experience
- 7+ years in progressive roles in software development, analysis, support, and problem-solving based functions
- Experience with quality assurance processes and methodologies
- Solid understanding of software development methodologies, tools, and best practices
- Familiarity with ITIL practices and service desk operations
- Excellent communication skills with the ability to convey technical concepts to non-technical stakeholders
- Proven experience collaborating with customer advocacy teams to drive customer satisfaction
- Strong problem-solving skills with a focus on creatively addressing customer issues within existing confines and preventing recurring incidents
- Demonstrated leadership skills with the ability to inspire and motivate a team to achieve results
- Proven track record of holding team members accountable for high-quality work and meeting performance expectations

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