Head of Support

4 months ago

Remote, Canada Substrakt Full time

**Salary**: £50,000-£55,000 or $85,000 - $95,000 CAD + benefits
- **Contract**:Full Time (37.5 hours), Permanent, Monday - Friday, Flexible Working.
- **Location**: Remote (United Kingdom or Canada)

We are looking for a friendly, experienced, and proactive Head of Support to join our Client Engagement team working across our growing client base, of almost 90, in the UK and North America.

You will be responsible for:
**Account Management**
- Manage a small caseload of our high value clients
- Identify opportunities for account growth, upselling and cross-selling based on a solid understanding of client’s needs, objectives and pain points.
- Management of our Support and Solutions Managers who each own their own caseload of clients
- Act as a point of escalation for complex or high-priority customer issues that cannot be resolved by other members of the team

**Scheduling**
- Direct and monitor the workload of in-house and external technical resource for the delivery of sprint backlogs, incoming ticket requests and urgent ticket requests
- Set, oversee and report on monthly targets for the Support team, to ensure the function is meeting client obligations
- Ensure high levels of client satisfaction with our support ticket management

**Improvement**
- Collect and review Support requests to identify trends, address issues, maximise opportunity and drive continuous client satisfaction.
- Regularly review escalated cases to identify trends, recurring issues and opportunities for process improvement and efficiency.
- Create, refine and implement processes to enhance the overall support experience.
- Collaborate with other departments to align customer support initiatives with company goals
- Ensuring the support team has everything they require to be able to deliver work efficiently and effectively. This will include tools, training around process, communication and the products we offer.
- Advocate for the customer within the organization, ensuring that customer feedback is considered in decision-making processes.
- Continuously evaluating the tools we use to communicate with our clients effectively.
- Ensuring documentation for common issues and solutions for clients and staff.

**Requirements**:
Knowledge, experience and skills that make you great for this role are:

- Experience working within the arts and culture sector, or with clients within this sector
- Experience working within a customer support setting, ideally within an agency environment
- Experience managing high value accounts and stakeholders
- A deep understanding of, and passion for executing, excellent customer service and meaningful partnerships
- An understanding of technologies used by cultural organisations (ticketing, fundraising, ecommerce, CRM, etc), specifically systems such as Tessitura or Spektrix, would be beneficial, but is not essential.
- A commercial mindset and a willingness to set and achieve targets
- Strong leadership and communication skills
- The ability to implement strategic initiatives to enhance overall customer satisfaction
- Able to manage multiple and shifting priorities and context switch regularly

**Who are Substrakt?**

At Substrakt we believe that arts and culture enrich lives and bring society together. We want to ensure that amazing cultural experiences can be enjoyed as widely as possible by harnessing the power of digital technology.

We are tiny but mighty team of just over 40 people, creating digital solutions for cultural organisations. The types of organisations we work with include theatres, performing arts centres, music venues, museums, galleries, and performance groups.

By supporting organisations with their digital needs, we enable them to reach new and wider audiences so that arts and culture can be accessed and enjoyed by everyone. We also provide consultancy services and training on analytics, digital strategy, ticketing, project management and digital community events.

We partner with some of the most exciting and interesting cultural organisations in the United Kingdom, North America and Scandinavia. Some of our clients include PAC NYC, Folger Shakespeare Library, The National Theatre, Shakespeare’s Globe, Santa Fe Opera, Royal Court Theatre, American Repertory Theater, Bridge Theatre, Malmö Live and Malmö Opera amongst many others.

**Why join Substrakt?**

At Substrakt we believe that work should be an enjoyable part of life and we put effort and resources into making this a reality for our team. We have a friendly and supportive culture that enables our team to do their best work and develop their skills, we value curiosity, compassion and respect. We are selective about the clients we work with so that we build rewarding relationships and work on exciting projects.

When we say that we work with people we like, on projects we love we really mean it.

We invest in our employees and provide opportunities for them to grow. This includes formal training, going to industry conferenc

  • Head of Support

    4 months ago

    Remote, Canada Substrakt Full time

    **Salary**: £50,000-£55,000 or $85,000 - $95,000 CAD + benefits - **Contract**:Full Time (37.5 hours), Permanent, Monday - Friday, Flexible Working Policy. - **Location**: Remote (United Kingdom or Canada) We are looking for a friendly, experienced, and proactive Head of Support to join our Client Engagement team working across our growing client base, of...

  • Head of Client Delivery, Training

    4 months ago

    Remote, Canada Avalere Health Full time

    **Salary**:Competitive + excellent benefits (bonus, pension, healthcare, life cover etc.) **Location**:Remote (Canada) **About the role** This is a high-profile role, operating on the Avalere Health Consulting Leadership Forum and reporting to the Head of Training. Avalere Health Consulting leads strategic engagements with clients and is comprised of...

  • Head of Operations

    4 months ago

    Remote, Canada Queen of the Thrones™ Full time

    **COVER LETTER + RESUME REQUIRED** Are you passionate about health and wellness? You are a dedicated, organized, energetic and joyful person who is looking for a full-time role in as a **Head of Operations ** in the **Natural Health and Wellness** industry, Queen of the Thrones® would love to connect with you. You'll be joining a fast growing natural...

  • Head of Medical Sales- Health and Wellness Cpg and

    4 months ago

    Remote, Canada Queen of the Thrones™ Full time

    **COVER LETTER + RESUME REQUIRED** Are you passionate about health and wellness? You are a dedicated, organized, energetic and joyful person who is looking for a full-time role in as a **Head of Medical Sales ** in the **Natural Health and Wellness** industry, Queen of the Thrones® would love to connect with you. You'll be joining a fast growing natural...

  • Support Coordinator

    4 months ago

    Remote, Canada Canadian Accreditation Council of Human Services Full time

    The Canadian Accreditation Council (CAC) is a national not-for-profit accreditation body operating in Edmonton, Alberta, offering accreditation to our standards for Health and Human Services. CAC is hiring a full time permanent Support Coordinator for the Support Services Department, to start as soon as possible. **Purpose of the position**: The Support...

  • Customer Support Specialist

    5 months ago

    Remote, Canada Wagepoint Full time

    **Who We are**: - At Wagepoint, we’re good people. Sure, maybe we’re biased. But that’s only because Wagepointers bring the best versions of ourselves to do some of the best work in our careers.- We’re an authentic team who bring our diverse backgrounds, ideas, experiences and cultures together to make payroll magic. Speaking of, we “pull rabbits...

  • Junior Relationship Coach

    5 months ago

    Remote, Canada Pinnacle of Man Full time

    **ABOUT US**: Pinnacle of Man, a top personal-development company, helps men enhance their marriages through group-therapy intensive programs. We're hiring a dedicated and empathetic Junior Coach, which requires a fusion of Customer Success Manager (CSM) & Coaching responsibilities to offer the best possible experience for our clients throughout their...

  • Technical 3D Artist

    5 months ago

    Remote, Canada Equinox Games Full time

    **(Intermediate - senior) Technical 3D artist Unreal Engine** **About us**: Equinox Games is looking for intermediate and senior technical artists to join our fun and passionate team. We are a fun, teamwork oriented and completely remote Canadian based video game studio. We hire from all around the world. **Role & responsibilities**: - Liaising between...

  • Security System Administrator-integrator IT

    5 months ago

    Remote, Canada Rona Inc. Full time

    **We require all our head office associates to be proficient in French, spoken and written.** If you’re looking to do what you love, we could be perfect for each other. **Your role** - Make sure that integrations with different security systems are well done and fully functional - Act as a liaison between the architects and the security team; - Ensure...

  • Partner Program Manager

    5 months ago

    Remote, Canada FreshBooks Full time

    **About FreshBooks**: FreshBooks is a leading cloud-based SaaS accounting software designed with one goal: to help small business owners grow. We reached unicorn status after raising our valuation to more than $1 billion and continue to scale our business to serve business owners, their clients, and accountants in more than 160 countries worldwide....

  • Head of Marketing Communications

    5 months ago

    Remote, Canada Cinchy Full time

    Cinchy is the enterprise data collaboration platform that makes it simple and secure for business teams, legacy systems, SaaS apps, and AI to collaborate on data in real-time. Welcome to the age of data co-production, where collaboration replaces integration. **We are a growing company of builders, innovators, collaborators that believe freeing your data...

  • Regional Sales Manager, Eastern Region

    4 months ago

    Remote, Canada Electrical & Automation Industry Careers Full time

    Head quartered in Toronto, Canada, Leviton Lighting Canada, a business unit of Leviton Manufacturing has been operating in Canada for over 70 years. Our business is growing and we are searching for a talented individual to join our team of sales, lighting and manufacturing specialists. We offer a supportive work environment, competitive salary, complete with...

  • Growth Marketer

    4 months ago

    Remote, Canada Queen of the Thrones™ Full time

    Are you passionate about health and wellness? If you are a dedicated, organized, energetic and joyful person who is looking for a full-time role as **Growth Marketer - ORGANIC** in CPG company in the Natural Health and Wellness industry, that does good for all that invest in themselves, then Queen of the Thrones® would love to connect with you. Please...

  • Natural Sales Account Manager

    4 months ago

    Remote, Canada Queen of the Thrones™ Full time

    **COVER LETTER + RESUME REQUIRED** **Are you passionate about health and wellness?** **If you are a dedicated, organized, energetic and joyful person who is EXPERIENCED and looking for a full-time role as Natural Products Sales Account Manager for a CPG company in the Natural Health and Wellness industry, then Queen of the Thrones® would love to connect...

  • Natural Social Sales Representative

    5 months ago

    Remote, Canada Queen of the Thrones™ Full time

    **COVER LETTER + RESUME REQUIRED** **Are you passionate about health and wellness?** **If you are a dedicated, organized, energetic and joyful person who is EXPERIENCED and looking for a full-time role as Natural Social Sales Representative for a CPG company in the Natural Health and Wellness industry, then Queen of the Thrones® would love to connect with...

  • Media and Content Manager

    5 months ago

    Remote, Canada Islamic Relief Canada Full time

    **Status**:Full-Time, Permanent **Location**: Remote **Compensation**:$65,500 - $76,000 annually **Department**: Communications and Government Relations **ABOUT ISLAMIC RELIEF**: Islamic Relief is an international relief and development agency striving to alleviate poverty and suffering around the world regardless of colour, race or religion. Established...

  • Media Relations Manager

    4 months ago

    Remote, Canada Islamic Relief Canada Full time

    **Status**:Full-Time, Permanent **Location**: Remote **Compensation**:$65,500 - $76,000 annually **Department**: Communications and Government Relations **ABOUT ISLAMIC RELIEF**: Islamic Relief is an international relief and development agency striving to alleviate poverty and suffering around the world regardless of colour, race or religion. Established...

  • Marketing Specialist/coordinator Assistant

    5 months ago

    Remote, Canada Hop In Microtransit Technologies Inc Full time

    **Job Overview**: **Key Qualifications**: - Exquisite oral and written communication skills. - Good understanding of databases, market research techniques, marketing principles, and office management. - Demonstrated ability to adhere to deadlines, multitask, and maintain a high level of organization with a client-oriented approach. - Ability to communicate...

  • Strategy Director

    5 months ago

    Remote, Canada Apply Digital Full time

    **ABOUT APPLY DIGITAL** **THE ROLE**: Whether our clients are looking to identify whitespace opportunities and launch a breakthrough product or service, develop an end-to-end digital experience ecosystem, or dive deeply into the evolution of an existing product or service, the Strategy Team collaborates with multi-disciplinary partners to deliver thoughtful...

  • Customer Success Manager

    4 months ago

    Remote, Canada Currentware Inc. Full time

    Responsibilities include supporting customers as they transition from sales prospects into paid, building close relationships that often last beyond any one call or transaction. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner. We’re looking for someone to - Onboard new clients with...