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Customer Support Operations Lead

1 week ago

Waterloo, Ontario, Canada ClearCourse Full time

Career Level: 7A Senior Manager. Posting Date: Future Posting Date. Are you an experienced support leader passionate about delivering exceptional customer service and driving continuous improvement? Do you thrive in a fast-paced environment where you can mentor teams, solve complex issues, and enhance the overall customer experience?

About Us:

We are a leading provider of innovative software solutions for the hospitality and retail industries, helping businesses streamline their operations and deliver seamless customer experiences. Our collaborative and fast-paced environment ensures that every team member has the tools, training, and support needed to succeed.

Salary:

We offer a competitive salary and generous benefits package, including:

  • Hybrid-working model with 25 days annual leave + your birthday off
  • Volunteering days
  • Life Assurance and Group Income Protection
  • Private medical cover with cash plan
  • Enhanced Company Pension
  • Employee wellbeing perks such as Perkbox and Peppy
  • Enhanced maternity, paternity and adoption pay
  • Generous training budgets and reimbursement for professional memberships
Job Description:

We are seeking an experienced customer service leader to join our team as a Senior Customer Service Manager. In this role, you will be responsible for managing day-to-day customer support operations, mentoring team members, and ensuring customer issues are resolved efficiently.

This is a hybrid role, requiring a minimum of three days per week in the office (Monday – Friday). The ideal candidate will have a minimum of three years of experience in an IT support or customer-facing role, with strong organisational and time management skills and excellent communication skills, both written and verbal.

The Senior Customer Service Manager will work closely with the Senior Support Manager on recruitment, onboarding, and HR-related tasks, and will be responsible for championing service excellence and fostering a culture of collaboration and continuous improvement.

The successful candidate will have experience leading or managing a customer-facing team, with the ability to thrive in a fast-paced environment with changing priorities. Familiarity with SQL, experience in retail and/or hospitality industries, and knowledge of ticketing systems (ideally Jira Service Management) are also desired.

Benefits:

We offer a range of benefits to support your career development and wellbeing, including:

  • Hybrid-working model with 25 days annual leave + your birthday off
  • Volunteering days
  • Life Assurance and Group Income Protection
  • Private medical cover with cash plan
  • Enhanced Company Pension
  • Employee wellbeing perks such as Perkbox and Peppy
  • Enhanced maternity, paternity and adoption pay
  • Generous training budgets and reimbursement for professional memberships
Others:

We are an equal opportunities employer and welcome applications from all qualified candidates. If you are a proactive problem solver with a can-do attitude, adaptable and able to build strong relationships with customers and stakeholders, self-motivated and able to work independently as well as part of a team, skilled at multi-tasking while maintaining high service standards, please submit your application today.