Customer Service Manager

2 weeks ago

Winnipeg, Canada ExpensePoint Full time

**Job Description: Customer Service Manager**

**Position Overview**:
ExpensePoint, a leading expense management company, is seeking a process-oriented, dynamic, and experienced Customer Service Manager to join our team. You will play a pivotal role in overseeing both the Customer Support and the Customer Onboarding departments, ensuring exceptional service delivery to our clients. As a key leader, you will manage and develop teams, optimize processes, and drive customer satisfaction throughout the support and onboarding journey.

**Responsibilities**:
**Customer Onboarding and Support Management**:

- Monitoring Customer Support and Onboarding team members evaluating their responses, and handling customer queries and concerns.
- Working with the executive team to establish achievable goals and service levels for both teams and lead them to ensure the achievement of such performance goals. These goals will include:

- Ticket response time and closing time.
- NPS, in addition to customer effort and satisfaction surveys scores
- Customer Retention Rates
- Monitor and analyze team metrics and KPIs to identify trends, areas for improvement, and opportunities.
- Develop and maintain relevant reports, metrics, and dashboards to track team performance, client satisfaction, and operational efficiency.
- Provide regular updates and reports to management, highlighting achievements, challenges, and recommended actions.
- Create, update, and execute processes and procedures to facilitate a quality service experience.
- Transform customer feedback into valuable analysis and concrete action plans for the teams.
- Serve as a primary point of contact for key clients, ensuring strong relationships and understanding their unique needs and requirements.
- Collaborate cross-functionally with sales, product, and account management teams to address client concerns, provide solutions, and drive customer loyalty and satisfaction.

**Knowledge Base Project Manager**:

- Define the knowledge management strategy for our knowledge base, maintaining high-quality and up-to-date content based on our customer journey and customer feedback, assuring the best customer experience.
- Lead, coach, and develop a temporary KB task force and a permanent team of authors from each department (champions).
- Work effectively across the organization with stakeholders, managers, champions, and matter experts to coordinate the creation and support of articles, walkthroughs, and videos.
- Establish writing guidelines based on knowledge base best practices and develop the team to ensure they are achieving or surpassing them.

**Team Leadership and Development**:

- Build and lead a high-performance team within the support and onboarding departments.
- Provide guidance, coaching, and performance feedback to team members, fostering their professional growth and development.
- Establish clear goals and objectives, align them with organizational objectives, and monitor progress toward achieving them.
- Promote a positive and collaborative team environment, encouraging knowledge sharing, continuous learning, and a customer-centric mindset.
- Establish capacity metrics for the team and coordinate hiring new team members based on team requirements, standards, and executive director.
- Develops and implements training and quality assurance programs for new hires and experienced employees.

**Qualifications**:

- Bachelor's degree in business, management, or a related field.
- Minimum of 5 years of experience in a service management role, preferably within the software/technology industry or a related field.
- Strong knowledge of expense management processes, industry best practices, and emerging trends.
- Proven leadership skills with a track record of managing and developing teams effectively.
- Excellent interpersonal and communication skills, both verbal and written.
- Analytical mindset with the ability to leverage data and insights to drive informed decision-making.
- Strong project management skills with the ability to prioritize and manage multiple initiatives simultaneously.
- Demonstrated ability to build and maintain strong client relationships.
- Familiarity with customer support software, HubSpot, Jira, and project management tools.
- Ability to thrive in a fast-paced, deadline-driven environment.

**Salary**: $60,000.00-$75,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Winnipeg, MB R3A 1K7: reliably commute or plan to relocate before starting work (required)

Work Location: One location

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