Team Manager

3 weeks ago

National Capital Region, Canada SupportNinja Full time

We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.

**What does a day in the life of a Team Manager (Salesforce) look like?**:

- Manage a support team to achieve business objectives including the attainment of targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
- Assist direct reports in the attainment of individual goals.
- Ensure that direct reports have the resources information, and processes necessary to deliver effective technical solutions to our customers.
- Deliver performance reviews for all direct reports and provide regular feedback on performance in terms of agreed-upon performance and employee development goals.
- Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives.
- Manage workflows and schedules for direct reports and ensure adequate workload coverage.
- Perform key activities such as case reviews, and customer feedback analysis.
- Advocate for customers and define ways to continually add value to the customer experience.
- Serve as a manager, mentor, knowledge resource, and escalation point for employees; Build credibility and trust within the support group.

**What are the required qualifications of a Team Manager (Salesforce)?**:

- Experience in managing technical support professionals.
- Minimum 5 years of experience in a technical support role.
- Experience with support tools and phone systems.
- Excellent written and verbal communication skills.
- Ability to successfully communicate and coordinate with departments across the organization including Sales, CS, Product Management, etc.
- Ability to understand and escalate issues efficiently and appropriately.
- Demonstrated strong work ethic and advanced organizational skills.
- Ability to develop and deliver creative business solutions for complex problems.
- Ability to effectively work with tight schedules and a fast-paced environment.
- Ability to attract, hire and retain high-performing support professionals.

**Nice-to-have qualifications**:

- Objects and admin-related work.
- Background on MSQL and similar computer language is an advantage.

**Ninja Perks and Benefits**
- ** **Competitive compensation**:

- ** **Adherence to government-mandated benefits**:

- ** **Retirement Savings Program with Company Matching**:

- ** **Life Insurance**:

- ** **HMO on day 1**:

- ** **Paid time off, birthday leave**:

- ** **Bonus and incentive plans**:

- ** **Opportunities for skills training and personal and professional development**:

- ** **Employee Referral Program**

Experience
_infinite fun_ so you can have
_infinite growth_. Discover
_A Better Way to Grow_ Are you ready?

**Disclaimer**:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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