Customer Support Manager

5 days ago


Ottawa, Ontario, Canada GoFleet Full time
About Zenduit

Zenduit is a cutting-edge SaaS company specializing in telematics solutions that empower businesses to optimize their fleet management and asset tracking operations. We leverage innovative technology to drive growth and efficiency for our customers. As we expand globally, we prioritize establishing a strong brand presence that resonates with businesses worldwide. At GoFleet, we value innovation, collaboration, and professional growth, offering a culture where your ideas are valued and development is prioritized.

We strive to elevate our brand as a global leader in the telematics industry through strategic partnerships, high-impact events, and comprehensive product marketing. Our team thrives on innovation, clear communication, and personal growth. Join us to become part of a culture driven by core values such as relentless customer focus, speed with purpose, transparent practices, learning and adaptability, ownership, diversity, and inclusivity.

The Role Overview

The Customer Support Manager (English and Spanish) leads Zenduit's bilingual technical assistance team, ensuring exceptional support for customers and partners. This role manages workflows, enhances support processes, and fosters accountability and continuous improvement. The Support Manager collaborates closely with cross-functional teams to address customer needs, improve self-service resources, and maintain high satisfaction and retention rates.

Key Responsibilities
  1. Manage and mentor a bilingual support team to handle customer inquiries effectively in both English and Spanish.
  2. Conduct regular training sessions to keep the team updated on products, processes, and best practices.
  3. Foster a positive work environment, promoting accountability and professional growth.
  4. Oversee day-to-day operations, including ticket management, escalations, and resolution timelines.
  5. Ensure adherence to SLAs for response and resolution times.
  6. Optimize support workflows to improve efficiency and customer experience.


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