Customer Support Team Lead

4 weeks ago

Toronto, Canada Archon Systems Inc Full time

**Customer Support Team Lead**

As our **Customer Support Team Lead**, you’ll be in charge of managing the operations of the support team and providing top-notch support to our customers. This role is a mix of managing and doing - Your goal is to improve the processes, dynamics and strategy of the team and also diving in and helping the team resolve customer issues.

**Hybrid work - one day/week in the office**

We know that in the software industry, you can get most of your day-to-day work done outside of an office. We value the freedom and flexibility that comes from being able to work from home; in fact, we’ve been pioneers in mostly-working-from-home for over a decade, waaaay before it was cool.

We also believe that it’s important to be able to build real human connections (dare I say, friendships?) with your co-workers, and that there’s no substitute for in-person bonding time for this. These connections (friendships?) build trust and encourage open and honest conversations; they’re good for business AND good for well-being.

That’s why we will be requiring that employees work one day per week (typically) in our beautiful Toronto office, with this in-person time focused on team gatherings, monthly free lunches, and other activities that are best done in-person. Other days, you’re free to work from home, the office, or any productive environment.

What you’d do

**Core management responsibilities**:

- Design and improve systems and processes to improve customer experience and team efficiency (we mostly use a software called Freshdesk)
- Create and manage the team’s schedule against support hours of operation
- Be the point person for coordinating interruptions to operations (e.g. system down alerts, vacations, overloaded support volumes, etc.)
- Provide guidance and mentorship to a team of 6 (and growing) Support Specialists across Toronto and Lisbon
- Manage operations of the team, including scheduling, meetings, 1:1s, performance reviews, etc.
- Help set, monitor, and report on achievement of KPIs (both individual and team level)
- Participate in hiring and training of new talent, as required

**Core support responsibilities**:

- Provide customer support for things such as:

- Troubleshoot technical issues (e.g. investigate SQL databases and computer network issues)
- Teach customers how to use our products
- Answer questions about what inFlow can and can’t do
- Be the first point of contact for customer issues and/or escalations
- Make people happy by solving problems. Earn more praise like this: _“I want to thank inFlow support. They were so amazing helping us set up our very complicated inventory.”_
- Work on side projects to help improve support, engagement and retention.

**Secondary responsibilities**:

- Work across the CSI team with Customer Success to implement processes that work towards shared objectives of engagement and retention
- Gather feedback from customers and share with our development team
- Represent the customer voice and CSI team on special projects across departments like Sales, QA and Product teams
- Come up with your own ideas on how to help out

**What we’re looking for**
- _Experience: _ You have direct experience (at least 1-2 years) in a customer support type role in a team setting - bonus points for SaaS experience
- _Leader: _You are a natural people person and team player that’s not afraid to make tough calls
- _Fair: _You’re able to get along with different personalities and styles of working to empower your team to play to their strengths and constructively improve
- _Customer-centric and empathetic: _ You empathize with customer pain points and genuinely care about finding them a solution. You’re willing to go the extra mile to make our solution work for them.
- _Strong communicator: _You have no problem picking up the phone and talking to customers directly to train them, help solve problems or just check in.
- _Quick learner: _You can learn complex software and processes quickly and are efficient with your time.
- _Self-starter: _You are naturally self-motivated and can manage your own time well.
- _Technical: _ You have strong problem solving skills and are not afraid to tackle tough technical computer issues.
- _Team player: _ We’re a tight knit team that always helps each other out, even if it’s outside our responsibilities.
- _Great personality: _No need to be the life of the party, but you are friendly, positive, and likeable.

**Nice to have (but not necessary)**
- Experience in front-line or service-based positions with direct customer interactions (support, hospitality, retail, etc.)
- Experience or understanding of the software-as-a-service industry
- A plus - experience with support, inventory management, small businesses, working remotely and weird hobbies - we looove weird hobbies

**Now what?**

What are you waiting for? To apply, go here now:

- At Archon, we celebrate diversity as an equal-opportunity employ

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