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Manager, Customer Support

1 month ago

Toronto, Canada GoBolt Full time

**Join Our Mission**:
At GoBolt, we provide a technology-driven, customer-centric and sustainable approach to ecommerce and last-mile logistics for businesses of all sizes - from local brands to large national retailers. By operating as an extension of our customer's team, we deliver best-in-class services every step of the way.

We're building North America’s largest electric vehicle fleet to help bring sustainability to an industry notorious for its heavy impact on the environment. We are in high growth mode and building for the future, which is where you come in

**Key Responsibilities**:

- Lead, coach, and mentor the customer support team to ensure high performance and professional growth.
- Develop and implement strategies to improve customer satisfaction, efficiency, and response times.
- Monitor support metrics (e.g., response time, resolution time, and customer satisfaction scores) to ensure targets are met.
- Act as the primary point of escalation for complex customer issues and handle them effectively.
- Collaborate with product, sales, and operations teams to address customer feedback and improve product/service offerings.
- Design and optimize workflows, processes, and tools to increase the effectiveness of the support team.
- Prepare and present reports on team performance, insights, and key metrics to the executive leadership team.

**Qualifications**:

- **Education**: Bachelor's degree in Business, Communication, or a related field (preferred but not required).
- **Experience**:

- 3-5 years of experience in customer support or customer service, with at least 2 years in a managerial role.
- Proven track record in improving customer support metrics and handling escalated issues.
- Experience in developing and implementing customer service processes and standards.
- **Skills**:

- **Leadership**: Strong leadership abilities to inspire and manage a team, with a focus on coaching and development.
- **Communication**: Excellent verbal and written communication skills, with a customer-focused approach.
- **Problem-Solving**: Proficient in identifying, analyzing, and resolving complex issues effectively.
- **Technical Skills**: Familiarity with customer support software (e.g., Zendesk, Salesforce Service Cloud) and other relevant tools.
- **Data Analysis**: Strong analytical skills to assess support metrics and improve processes based on data insights.
- **Empathy and Patience**: Demonstrates a high level of empathy and patience in handling customer interactions.
- **Personal Attributes**:

- Customer-centric mindset with a commitment to delivering outstanding service.
- Strong organizational skills and attention to detail.
- Ability to work in a fast-paced environment and handle multiple priorities.

**Preferred Qualifications**:

- Knowledge of the logistics industry customer service practices.
- Experience in cross-functional collaboration with teams like Product, Sales, and Marketing.
- Familiarity with CRM systems and customer feedback tools.

**Why Join Us?**

We are innovative, goal-oriented, and are always on the search for energetic and passionate people who are eager to learn and would like to have a rare opportunity to grow within one of Canada's fastest-growing companies.

We offer a workplace where respect, diversity, and inclusion are the cornerstones of our culture. Our team members are encouraged to bring their authentic selves to work, contributing to our collective mission in their unique ways. Aside from an amazing culture, we also offer competitive salaries and a comprehensive benefits package including health, dental, and vision plans for you and your family.

If you are eager to make a difference and contribute to a fast paced exciting environment, we would love to hear from you.

GoBolt is an equal-opportunity employer that recognizes the value and importance of a diverse workforce. GoBolt is committed to providing assistance during all phases of the employment cycle, including recruiting through to the end of the employment relationship. If you require accommodation because of injury, illness, or disability during any portion of GoBolt’s recruiting process, please let us know by contacting your recruiter's point of contact, and we will do everything we can to accommodate you.