Global Support Manager
2 weeks ago
Employer: Gorgias HelpDesk Inc.
Address: 1179 King Street West, Toronto, ON M6K 3C5, Canada
**Salary**: $117,332.80 annually - eligible for annual bonus
Hours: 40 hours per week
Terms of Employment: Permanent, Full Time
Language of Work: English
Number of Positions: 1
Benefits: Dental Insurance, Disability Insurance, Extended medical Insurance, Pension, Life Insurance
**Job Duties**
- Create and execute strategies to improve operational efficiency via contact rate, internal quality scores, first response time, resolution time & CSAT
- Lead and coach a team of specialists responsible for the health of the operation, including product insights, staffing optimization, and special projects
- Work closely with our existing CX teams and leaders in Serbia and Argentina to implement systems, tools, strategies, and content to drive improvement
- Continuously raise the bar on what’s expected of CX team members to create a high-performing team
- Use data and customer anecdotes to identify and share product and service opportunities cross-functionally
**Requirements**:
- Bachelor degree preferred - experience in lieu accepted
- 3 years of experience building and scaling high-performing CX teams in B2B enterprise SaaS
- 5 years of experience in customer-facing roles
- Cross-functional and project management skills to ensure the correct product improvements are prioritized
- Data-driven experience with strategic problem-solving skills;
- SQL data analysis
- Experience with optimizing processes through automation
- Experience creating internal tools
- Experience with driving self-service without compromising customer satisfaction
- Experience with owning and hitting team metrics
- Experience with developing people and coaching a team
- Experience leading a global team
- Excel modeling
**Job Types**: Full-time, Permanent
**Salary**: $117,332.80 per year
**Benefits**:
- Dental care
- Disability insurance
- Extended health care
- Life insurance
Schedule:
- Monday to Friday
Work Location: In person
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