Customer Support Lead

6 months ago

Toronto, Canada Passage Full time

Our mission is to provide access to life-changing educational and career opportunities. Passage's platform empowers immigrants and international students by matching their talents with the most crucial workforce needs in their destination countries. We then work to provide financial solutions and connect them to the logístical support they need, facilitating their transformational journeys to study or work abroad.

With innovation at our core, we are now looking to enhance our customer experience through automation and sophisticated operational procedures. In pursuit of excellence, Passage seeks a Customer Support Lead, a role that will be instrumental in the evolution of our customer support framework.

**Role Summary**:
The Customer Support Lead at Passage will be the driving force behind our customer support and operational efficiency. Reporting directly to Product, this individual will be tasked with the critical responsibility of building and leading a dynamic customer support team. This leader will ensure that our support operations scale seamlessly, focusing on hiring, training, and onboarding team members while adapting to the ever-changing landscape of our product's needs.

This role is designed for someone who thrives in a fast-paced environment and is skilled in developing processes that evolve just as rapidly as our product does. The goal is to create a customer support experience where repetitive tasks are continuously minimized through automation and product improvements, allowing the team to focus on new challenges.

**Responsibilities**:

- Lead the expansion of the customer support team to handle manual processes efficiently as we scale.
- Hire, train, and onboard new team members, preparing them to manage a workload that evolves with our growth.
- Direct a team of 10+ within the next year, fostering an adaptable and high-performing customer support environment.
- Continuously identify opportunities for process improvements and work closely with the product team to implement automation solutions.
- Develop and refine customer support processes to ensure they remain agile and responsive to changing product needs.
- Monitor customer support metrics and performance, ensuring the team consistently achieves key operational targets and outcomes.
- Promote a culture of continuous improvement within the team, ensuring that processes are iteratively enhanced and that no task becomes static for more than a month due to automation or product improvements.
- Serve as the linchpin between the customer support team and the product team, ensuring fluid communication and alignment of objectives.
- Champion the use of customer feedback in the product development cycle to enhance user experience and reduce the need for manual support.

**Requirements**:

- Proven experience in customer support management and operations, ideally within a tech or startup environment, experience in lending is a plus.
- A hands-on, in-the-trenches mentality, with a readiness to dive deep into problem-solving and tackle new challenges head-on with a direct and pragmatic approach.
- Demonstrated ability to build, lead, and scale a customer support team effectively.
- Exceptional ability to adapt to change and think on your feet, redesigning processes as needed to meet the dynamic nature of the product.
- Strong track record in process improvement and working collaboratively with product teams to drive automation.
- Excellent communication and leadership skills, with the ability to inspire and motivate teams.
- Innovative mindset with a focus on delivering a proactive customer support experience.
- A passion for leveraging technology to streamline customer support functions.

If you're passionate about creating a customer support experience that is as pioneering as our mission, and if you're ready to lead a team that leaves no stone unturned to find innovative solutions for operational efficiency, we would love to hear from you. Join us at Passage, and play a pivotal role in our journey to redefine the support system for the next generation of immigrants and international students.

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