Customer Support Manager

5 months ago

Montréal, Canada Connect&Go Full time

We are Connect&GO, an integrated software company powering attraction venues worldwide, helping our clients simplify operations, boost revenue, and focus on their guests. Our mission transcends business success. Within our team, we celebrate authenticity and encourage everyone to be true to themselves. Joining us means being part of something unique and inspiring.

We thrive on bold opportunities and challenging the status quo. We embrace change and push boundaries to achieve greatness, all while having fun. We believe that fun and laughter unlock our creative potential, leading to our most innovative thinking.

We're growing and looking for a Customer Support Manager to lead our customer support department. Your mission will be to provide top-notch service and build strong relationships with our clients in the attractions and leisure industry. This role is crucial for our client's success and overall customer satisfaction, vital for our company's reputation and growth. As Customer Support Manager, you'll develop and implement support strategies, manage the support team, and ensure all customer inquiries and issues are resolved promptly and with high quality.

**Responsibilities as Customer Support Manager**:

- Foster teamwork, growth, and job satisfaction.
- Ensure consistent and high-quality customer service.
- Track and measure team performance, providing feedback and coaching.
- Address and resolve high-level concerns to maintain customer trust and satisfaction.
- Identify trends and recommend updates to products or services.
- Understand and meet customer needs effectively.
- Manage client relationships, seek feedback, and work towards complete satisfaction.
- Coordinate closely with deployment teams for seamless customer experiences.
- Communicate with clients about software updates.
- Collaborate with the VP of Customer Success to set and achieve key objectives.
- Stay informed on the latest industry techniques for customer service and support.
- Manage and synchronize teams across various time zones.
- Create a rotation schedule for the support team, ensuring fair distribution of work hours and on-call duties.
- Be available for on-call support at night and on weekends, with schedules known in advance.

**What You'll Bring**:

- Bilingual in French and English.
- Proven experience in a customer support leadership role, ideally within the software and/or leisure and attractions industry.
- Ability to navigate high-stress situations.
- Strong understanding of customer support processes and techniques.
- Proficiency in customer support software, databases, and tools.
- Strong customer service orientation, balancing customer and business needs.
- Excellent problem-solving skills.
- Demonstrated success in managing and developing a high-performing team.
- Familiarity with hardware and software issues in management systems is preferred.

**Exciting Benefits**:

- Enjoy a 4-day work week.
- Access extended health and dental benefits from day one.
- Up to 4 weeks of annual PTO, including 3 weeks of vacation and 1 week off between Christmas and New Year's.
- Celebrate your birthday with a day off.
- Unlimited sick days.
- Access to external training, mentorship, and learning resources for personal and professional growth.
- Fitness Allocation Program for physical health support.

You can be part of something special Our values are at the heart of our operations, influencing every action we take.

**Supporting Work-Life Balance** We promote flexibility and understanding to help our team members maintain a healthy balance between work and personal life.

**Cultivating an Inclusive Environment** We foster a positive, diverse, and inclusive workplace where everyone feels valued, respected, and empowered to contribute to our shared vision.

**Being Curious** We encourage our team to ask questions, explore new ideas, and think outside the box, recognizing that breakthrough innovations often come from challenging conventional wisdom.

**Cultivating Trust** We build and maintain trust within our teams and with our clients, partners, and stakeholders, demonstrating our commitment to transparency through open communication, reliability, and integrity.

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