Vp, Customer Support, Global Hub Training

3 weeks ago

Toronto, Canada Maru Full time

Maru/HUB is the software division of Maru Group, consisting of a highly skilled team of software engineers, product managers, QA, DevOps engineers, instructional designers, and customer support representatives who work with the latest tools and technologies. Our team's vision is to create, deploy and maintain the most highly regarded customer feedback and market research platform in the world We need more exceptional, talented, bright, and driven people to get there

The HUB team manages and is responsible for the technology heart of the Maru Group, a full-stack research platform known as the HUB ecosystem. Our system supports millions of survey respondents, thousands of panel members and system users worldwide each month while working with colleagues in the UK, the US, Canada and Latin America.

**We are looking to hire a leader with experience managing multi-location, hybrid teams, building great online user content and creating software training programmes.**

**Responsibilities**

Customer Support:

- Manage the existing team based in the UK and Argentina, and plan the use of outsourced resources to expand our coverage to 24/7
- Evolve the structure for support to meet the increasing size of our self-serve user base
- Use data to optimize our approach, including feeding into Knowledge Base updates, user training and product priorities

Knowledge Base:

- Manage a team of instructional designers based in the UK and Canada, and lead the production of content covering all self-serve components of the ecosystems
- Ensure an ongoing increase in the available curriculum of self-paced training
- Support the migration of the KB to our next-generation knowledge base (on a new platform)

Training:

- Establish best options for HUB-supported training for all Self-Serve customers/use-cases
- Work across HUB and Maru Services to establish a structured and scalable plan for training
- Put forward a plan for how training should scale with platform use/users/types of subscriptions

General:

- Use data and KPIs to identify opportunities for improvement
- Track and report on performance monthly
- Play a full role in the HUB Leadership team
- Lead, coach, develop and mentor the Customer Support, Global Hub Training & Knowledge Base Teams.

**Profile**
- VP-level professional with 10+ years of business experience
- Agile and flexible - work with small teams to scale the business rapidly
- Organizational thinker: Harness and orchestrate resources to achieve goals
- Enthusiastic and self-motivated
- Results-oriented: demonstrate a strong sense of urgency, focusing on and achieving quantitative results
- Excellent attention to detail
- Excellent written/verbal communication skills: internal and external
- Strong interpersonal skills to build internal relationships across multiple departments
- Positive outlook and behaviour
- Relationship Building: Build credibility and trust among internal and external clients.
- Bachelor’s degree or equivalent

**Experience & Required Skills**
- An experienced manager and leader with a track record of growing and evolving multi-location teams.
- Managed Customer Support team for software users within a B2B environment, preferably for an Enterprise SaaS software company
- Familiar with adult learning and experienced in creating online user documentation and training.
- Technically proficient with experience in creating digital content, including instructional video training. Knowledge of data analytics tools like PowerBI is an asset
- Excellent written and verbal communication skills, Effective at communicating to senior level individuals, as well as highly technical teams

**A few more** **reasons why you should choose Maru**:

- Summer Hours
- Join a high-performing team that offers a competitive salary. We are committed to equitable and fair pay practices. Our compensation package includes:

- Competitive base salary
- Best in class health benefits plan, including health, dental, paramedical and wellness services
- RRSP plan with employer match
- Vacation days, summer hours, Maru Cares community support days, floater day, wellness programs and more
- Professional development as well as a flexible team environment that recognizes and rewards individual achievements
- Working in a great, fun culture focused on collaboration, learning, hard work and great people.

**Our commitment to** **Diversity, Inclusivity and Belonging**

As a company, we are committed to the principles of equity, diversity, accessibility and inclusion. At Maru, we value the contributions of all colleagues. We engage in ongoing efforts to foster a sense of welcome and belonging. We do not tolerate discrimination in any form, as all colleagues have a right to a work environment that is respectful and inclusive. We believe diverse identities and diversity of experience, outlook, and culture drives innovation which is core to how we build our teams, cultivate our leaders and create an inclusive company.

Please note t

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