Manager, Customer Support

3 weeks ago

Kitchener, Canada Encircle Full time

**Manager, Customer Support**

Remote - Kitchener, ON

Encircle is leading the $1.6 trillion dollar property insurance industry out of the dark ages of pen and paper processes, into the digital age of transparency and empowerment. Our easy-to-use software platform enables thousands of restoration contractors and insurance professionals around the world to process claims faster. We’re a remote-first company with a collaboration hub located in the heart of downtown Kitchener. We’re looking to add new members to our all-star team as we continue to grow and scale

**About the Role**:
As the Manager of Customer Support, you will play an important role in shaping and executing customer support at Encircle. You will be responsible for coaching and leading a high-performing customer support team that delivers outstanding service, resolves issues promptly, and exceeds customer expectations. Your expertise in the evaluation, roll out and ongoing improvements of a customer support ticketing tool will be pivotal to your success. Combined with a customer-centric mindset, attention to detail, and a passion for delivering exceptional support, you will be sure to excel at Encircle

**What You’ll be Doing**:

- Team Management: Lead and manage the customer support team, including hiring and training new team members, setting performance goals, and providing ongoing coaching and feedback. You are responsible for building a high-performing team that delivers exceptional customer support.
- Training and Development: Provide ongoing training and development opportunities for the support team to enhance their technical knowledge, problem-solving abilities, and customer service skills. You should ensure that team members have the necessary skills and resources to effectively support customers.
- Process Improvement: Continuously evaluate and improve support processes and workflows to enhance efficiency and customer satisfaction. This includes identifying bottlenecks, streamlining procedures, and implementing tools and technologies that optimize support operations.
- Proactively Monitoring Customer Behavior: Strategic approach that enables the Customer Support Team to anticipate and address issues before they escalate into support tickets. This approach not only improves customer satisfaction but also helps in identifying and resolving potential problems at an early stage.
- Full Lifecycle Ticket Management: Management of the end-to-end process of handling tickets. Activities include Ticket Creation, Ticket Logging, Assignment, Notification and Communication with Customer on status, Collaboration with Engineering on timing and solution, Monitoring and Tracking, Resolution Confirmation Closure and finally Analysis and Reporting
- Escalation Management: Handle escalated customer issues and ensure appropriate resolution. This may involve coordinating with senior management, engineering teams, or other stakeholders to address complex or high-priority customer concerns.
- Collaboration with Cross-functional Teams: Work closely with other teams, such as product management, engineering, and revenue team, to address customer issues, provide feedback on product enhancements, and advocate for customer needs. You should foster strong cross-functional collaboration to deliver a seamless customer experience.
- Technical Knowledge: Familiarity with the technical aspects of the company's products and services. You should have a solid understanding of the underlying technology, features, and functionalities to effectively troubleshoot customer issues and provide accurate guidance.
- Metrics and Reporting: Define and track key performance indicators (KPIs) to measure the effectiveness of the customer support team. This includes metrics such as response times, calls answered, resolution rates, customer satisfaction scores, and team productivity. You should provide regular reports and insights to senior management.
- Customer Advocacy: Act as a customer advocate within the organization, representing the voice of the customer in product discussions, decision-making processes, and strategic planning. You should champion customer-centricity and drive initiatives that improve the overall customer experience.
- Continuous Learning and Development: Stay updated with industry trends, best practices, and emerging technologies in customer support. Encourage and support the professional development of your team members through training, workshops, and certifications.

**What You’ll Bring**:

- 2+years of experience managing a Customer Support team in a startup and scale up B2B SaaS environment
- 5+ years of previous customer support experience working with a B2B solution that is both web and mobile
- In depth experience working with a CRM’s and support ticketing solutions like Salesforce, Zendesk and related software tools
- Ability to handle and resolve customer escalations and critical incidents. You should be able to remain calm under pressure,

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