Customer Support Manager

2 weeks ago

Toronto, Canada Univeris Full time

**Who we are**

Univeris has been successfully building and modernizing wealth management software for over 30 years. We are the go-to solution for many financial services firms (e.g., mutual fund dealers, securities dealers, wealth management firms and insurance companies) that want to stay competitive in an intriguingly digital world. To date, more than 25,000 financial advisors and 1.5 million investors in 12 countries have converted to our money-managed platform—with over $450B in Assets Under Administration. Why? Because we have the technology to streamline portfolio management, drive efficiencies and improve productivity.

At Univeris, we value talent and ideas. This means our employees have the freedom to do things they know would be great and meaningful for our clients and for the company. We’re looking for people who are creative, get excited by new opportunities to learn and grow and feel at home by an organization that supports them. Ready to start your career?

**The Opportunity**

Reporting to the Chief Technology Officer, the Customer Support Manager will oversee day-to-day operations of the customer support organization, managing both customer support analysts and technical support team members. This role will involve people management, client communication, ownership of support team objectives, tracking and reporting of team metrics, collaboration with other departments, and continuous improvement of customer support methodologies.

**The Role**:

- Manage day-to-day operations of the customer support organization
- Ownership of support team objectives and metrics tracking with accountability for planning and meeting organizational and departmental objectives and goals
- Ownership of quality as it pertains to changes delivered by the support organization
- Ownership of the troubleshooting guide
- Collaboration with other departments to gain support for customer support team objectives and assist other departments in meeting their objectives
- Client communications, providing proactive updates and responding to client escalations, directly managing escalated support tickets
- People management for all Customer Support team members
- Mentoring team members to balance the needs of Univeris and its customers
- Identifying approaches to continuously improve the customer support team including setting interim goals to address groupings of tickets with similar themes and resolutions
- Backing up customer support analysts during high volume periods and team member absences

Your Formal Qualifications
- Bachelor’s degree or a combination of education and experience in Engineering, Information Systems, or Business Administration
- 3+ years of experience in a customer or technical support analyst role
- Knowledge of relevant aspects of the IT industry

Your Proven Qualities:

- Strong ability to manage and prioritize a backlog of unresolved support tickets
- Direct experience troubleshooting production issues utilizing strong analytical and problem-solving skills
- Deep knowledge of support team methods for managing new high priority support tickets and existing unresolved tickets
- Working knowledge of data analysis from support tickets
- Working experience in successfully managing a team through changes in approach, process and methods for continuous improvement
- Strong written and oral communication skills
- Experience with incident tracking software and office suites
- Experience in technology/financial services environment; knowledge of Wealth Management Systems and Mutual Fund/ETF trading

Extras You Might Offer As Tiebreakers
- Experience in Business Analysis
- Experience in Quality Assurance
- Experience with Atlassian's Jira and Confluence products
- Experience supporting both monolithic and microservice oriented enterprise software
- Working knowledge of Spanish and/or Canadian French - business is conducted in English however Univeris has employees and clients in locations where Spanish or French is the predominant language

**The Work Environment**

Our mid-sized office environment is in a great location downtown - we are right by St. Lawrence Market, close to the Distillery District, and 10 minutes away from the Financial District Work may be in-office, remote, or hybrid, collaborating with other team members in-personal and digitally during regular business hours. We offer a flexible schedule, however, some work outside of normal business hours may be required on occasion due to time-constrained activities or collaborating with remote teams

**Our Culture**

Our culture is what makes Univeris a fantastic place to work We have an inclusive work environment that is collaborative, dynamic, and open to new ideas. We incorporate integrity, honesty, and commitment into all aspects of our business functioning. From our open-door policy to our engaging company events, we take every opportunity to ensure that our employees are empowered, valued, and celebrated. In addition to our culture,

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