Manager, Customer Support

7 days ago

Ottawa, Canada Solink Full time

**Manager, Customer Support**

A job at Solink means working with an amazing team and tackling one of the biggest data problems out there. We are venture backed and focus on continuous execution to delight our customers. We have a creative and collaborative work environment, and all of our employees have meaningful equity in the company.

**_
A bit about the role _**

Solink is seeking a Manager of Customer Support to lead our growing Customer Support team. This Team has a primary responsibility of productively supporting our customers in a timely, empathetic and effective way when they have questions or need help. We’re looking for a dynamic, highly personable, hands-on and resourceful senior leader to join our talented team. The focus for the role will be on schedules, procedures, process and various strategic initiatives to help scale and improve Solink’s Support Team and the business as a whole. This role has significant levels of responsibility and accountability for operational delivery. We are seeking a driven individual up for their next challenge - Do you feel like you’re able to tackle this role? Show us what you got

**WHO YOU ARE**:

- You have a minimum 5-7 years experience in a Customer Support role, including at least 3 years in a team leader/management role of an operational customer service team
- You have served as a point of escalation for a team
- You have a proven ability to analyze situations and problem solve
- You are innovative and interested in providing ideas to move people and the business forward
- You have experience in creating specific, measurable and manageable metrics and KPI targets
- You are capable of managing an experienced team towards specific KPI targets and have a proven track record of meeting or exceeding KPIs
- You have successfully led cross-functional strategic performance and initiatives
- You are interested in helping people and providing excellent customer service
- You have experience scaling a Support Team >40 people, including hiring for new positions and working with systems at scale
- You have sound knowledge of Key SaaS Metrics and have experience in working within SLA’s and have success in achieving tight KPI’s
- You are detail-oriented with strong organizational skills with the ability to multi-task and prioritize in a fast-paced, dynamic working environment
- You are autonomous and able to keep up with new policies, procedures and multitask in a fast-paced environment
- You have a high degree of initiative, courtesy, empathy and professionalism to build valuable customer relationships that you will leverage to generate a positive feel in the market and contribute significantly to the revenue and company growth.
- You have experience using a suite of support based tools such as Hubspot, Zendesk, Intercom, etc. and Comfortable with Google Apps (Gmail, docs, calendar)
- You are a confident leader and a proactive team player
- You are self-motivated and able to think on your feet when dealing with customers
- You are passionate about the customer experience and service excellence
- You are a proven collaborator and team player who can easily liaise with different levels and departments both internally and externally.

**SECURITY REQUIREMENTS**:

- Be a Canadian Citizen (dual citizens included), or eligible to work in Canada;
- Be willing to comply with Solink’s own security policies and standards.

**WHAT WILL YOU DO?**
- Lead, manage and scale a growing team of Customer Support Specialists serving a global B2B customer base
- You will evaluate the performance of customer support representatives, including motivating, mentoring, training and coaching needs
- You will manage and supervise daily workflow, various daily agent activities, including call quality monitoring
- You will continually develop improvements and embed successful change projects
- You will take proactive actions to ensure representative’s schedule adherence and presence at work and drive quality and consistency in their performance
- You will resolve escalated representative issues and determine appropriate actions for successful resolution
- You will be active and constructively participating in team meetings on relevant issues with agents and upper management to provide updates on performance management and project progress
- You will identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities
- You will identify and implement strategies to improve quality of service and productivity
- You will maintain and improve operations by monitoring system performance, identifying and resolving problems, completing action plans, completing audits and analyses, managing system and process improvement and quality assurance programs
- You will continue to develop Customer Support Specialists to be product knowledge experts to provide a consistent and high-level quality of support at all times
- You w

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