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Customer Support Leader

2 months ago

Cambridge, Ontario, Canada Lone Wolf Real Estate Technologies Inc Full time
Job Description

As a key member of the Lone Wolf Real Estate Technologies Inc. team, we are seeking a highly skilled Customer Support Leader to drive the success of our support operations. This individual will oversee the performance of our customer support team, ensuring that our customers receive exceptional service and support.

  • Key Responsibilities:
  • Create a high-performance work environment for team members, fostering collaboration and motivation.
  • Manage all aspects of direct staff, including onboarding, performance, merit, warnings, development, and recruitment.
  • Coach direct reports through regular one-on-one meetings to meet their personal and professional goals.
  • Analyze and interpret call center reports, managing resources to meet team KPIs.
  • Maintain a good professional relationship with cross-departmental teams, such as Customer Success, Professional Services, and Product.
  • Proactively communicate trends and internal and external pain points based on data analysis.
  • Evaluate processes for continuous improvement and coordinate efforts to enhance the process.
  • Manage escalations from internal and external sources.
  • Proactively communicate key challenges, priorities, staff changes, or requirements to your leader in a timely manner.

Requirements:

  • 5-10 years' experience in customer support.
  • 3 years' experience as a team lead or Sr. Customer Support Representative.
  • Experience with Salesforce or a similar ticketing system is preferred.
  • Postgraduate education is preferred but not required.
  • Experience working in a SaaS-type company is preferred but not required.
  • Previous experience managing a downline with multiple Team Leads and multiple products is preferred.
  • Advanced analytical skills.
  • Advanced coaching, development, and listening skills.