Manager, Customer Operations

7 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. Internally, our culture fosters collaboration, inclusivity, intellectual curiosity, and professional development. We lead by our values of customer focus, integrity, accountability, adaptability, achievement, purpose, teamwork, and authoritativeness.

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

The Manager, Customer Operations role is an exciting opportunity to lead a growing team of product and communication experts on Thentia’s front-line service team, supporting customers within the regulatory profession. To be amazing in the role, you should possess a high level of skill in prioritization, attention to detail, written/verbal communication and a strong curiosity that pushes you to ask questions and continuously learn something new.

The Manager, Customer Operations should be a customer-obsessed leader who puts people first and approaches work with a feedback-centric coaching mindset. Your days will consist of helping your team deliver great experiences to customers, leaning in to help them on the front-line when necessary. You will measure the performance of your individuals and the service department through measured KPIs and qualitative customer satisfaction data. You will enjoy a high level of decision-making autonomy in response to service data. This is a particularly great opportunity if you enjoy digging into processes and executing on opportunities to improve, brainstorming scaling the team and service office through a time of sharp company growth and collaborating with a variety of cross-functional stakeholders to ensure customers are receiving the absolute best experience possible.

The Manager, Customer Operations role reports into the VP, CX (Customer Experience) and directly manager individuals in tier I & II front-line support. There is an opportunity to lead additional auxiliary roles that may be added to the team (e.g. a Help Centre specialist).

**Responsibilities**
- Oversee Thentia’s front-line service offering, ensuring timely, accurate and high-quality support is always offered to customers
- Coach and develop a team of tier I & II support staff on front-line, serving as a guiding mentor and ensuring that the individuals on the team are performing and happy.
- Manage the tools and processes used to provide service to Thentia’s customers (ZenDesk Support, Guide & Explore), finding opportunities to optimize and lower the support effort for both internal and external stakeholders.
- Serve as a point of escalation for urgent, complex cases and incidents, effectively running processes to resolution and retrospectives to improve overall procedures and coordination.
- Serve as a product expert, delivering customer feedback to product development teams that can inform the overall Thentia product roadmap.
- Partner with other customer-facing business units to drive CX excellence through delivery of VOC (voice of customer) feedback and data, maintaining consistent customer advocacy.
- Work with Thentia leadership to help scale the service department into new regions and timezones dependant on Thentia’s customer acquisitions.
- Identify opportunities for case deflection and self-service, generating help centre content and strategizing on a broad plan for the Thentia customer knowledge base.

**Qualifications**
- 5+ years of people leadership experience in customer service and/or operations, preferably working with configurable SaaS enterprise products and customers of varying technical aptitudes in a growing startup environment.
- A love of helping people, using a consultative and advisory approach.
- A yearning to learn something new every day with the ability to ask detailed questions to get to a deep understanding of complex products, problems and business requirements.
- Strong organizational and prioritization skills.
- Tools proficiency: MS Office, Google Suite, ZenDesk, SalesForce, Jira
- Outstanding verbal and written communication skill with the ability to synthesize information effectively between technical and non-technical individuals
- Strong attention to detail

**We**’re** proud to be **‘Great Place to Work’ certified** in the U.S. and Canada. **Nearly 90% of our employees have participated and nearly 9 out of 10 employees overall agreed that Thentia is a ‘great place to

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