Customer Support Manager

2 weeks ago

Toronto, Canada Fenergo Full time

**Description**:

- Manage the day to day activities of the Customer Support Team
- Set goals and monitor goals for team members
- Hire, retain and develop team members
- Act as point of escalation for customers in all matters related to support
- Drive SLAs and KPIs defined for Support
- Build strong relationships with the SaaS Engineering team in order to resolve customer issues in a timely manner
- Meet with customers regularly to provide an overview of their support tickets as well as key
- Help driving support strategy including the definition of KPIs, tools, etc
- Create and Review dashboards in order to meet customer as well as internal reporting requirements
- Own customer escalated issues and drive them through to resolution
- Work with the Customer Support Dev Team to agree timelines for resolution and ensure internal delivery dates are in line with customer expectations
- Identify risks and issues and highlight them to the Director of Global Customer Support together with proposed mitigation strategies
- Develop and maintain internal technical and functional knowledge in order to accurately advise customers
- Work on ad-hoc projects that may be assigned to you
- Drive customer support procedures, policies and standards to improve customer experience metrics related to Support including overall satisfaction

**Requirements**:

- Experience working in a Technical Support environment
- 2+ years of people management experience
- Ability to communicate clearly and effectively both verbally and in writing with customers and internal teams
- Demonstrate Customer focus and empathy
- Strong analytical, problem solving and troubleshooting skills
- High level of self-motivation with a strong desire to solve problems and ability to multi-task following priorities and adhering to SLAs
- Ability to maintain self-control and objectivity while defusing stressful customer situations

**Experience in one or more of the following areas would be an advantage**:

- Experience in a Technical account management role
- Understanding of Operations Systems administration
- Understanding of TCP/IP, DNS, HTTP, Active Directory, IIS and other web and network technologies.
- Understanding of AWS Cloud Tech stack
- Basic knowledge of programming or scripting languages is an advantage

**Benefits**

**Benefits of working for Fenergo**
- Opportunity to work with clients and colleagues on a global scale
- Buddy system for all new starters
- Collaborative working environment
- Extensive training programmes, classroom and online, through ‘Fenergo University’
- Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies
- Defined training and role tracking to allow you see and assess your own career development and progress
- Active sports and social club
- Competitive company benefits, such as flexible working hours, work from home policy, bike to work scheme, private healthcare, pension, sports and social committee, weekly fitness and sports classes and much more
- Work with a growing company, have impact and be part of a major success story in the fintech, regtech space.

  • Customer Support Manager

    2 days ago

    Toronto, Canada Univeris Full time

    Who we are Univeris has been successfully building and modernizing wealth management software for over 30 years. We are the go-to solution for many financial services firms (e.g., mutual fund dealers, securities dealers, wealth management firms and insurance companies) that want to stay competitive in an intriguingly digital world. To date, more than 25,000...

  • Customer Support Manager

    5 days ago

    Toronto, Canada LG Electronics Canada Full time

    As a Customer Support Manager, you will manage a team of 3rd level customer support specialists, social media response and analytics team members. You are a passionate customer advocate and prioritize customer advocacy in a consistent and delightful manner. The position will report into the Sr. Manager, CS Planning and work closely with other functional...

  • Manager, Customer Support

    4 weeks ago

    Toronto, Canada Octopusapp Inc. Full time

    Does your definition of success mean empowering others? Then Jobber might be the place for you! We’re looking for a Manager, Customer Support to be part of our Customer Success department. Jobber exists to help people in small businesses be successful. As featured in the Globe and Mail, we work with home and field service companies to help them better...

  • Customer Support Manager

    1 week ago

    Toronto, Canada OpenPhone Full time

    For millions of teams working in dozens of industries, day-to-day business gets done on the phone. So why—despite the huge leaps we've taken in design and usability—does most business phone software still look, feel, and act like it was born in the 90s? OpenPhone is changing that. We're a new type of business phone with a mission to help people...

  • Manager, Customer Support

    1 week ago

    Toronto, Canada Maple (getmaple.ca) Full time

    Join to apply for the Manager, Customer Support role at Maple (getmaple.ca) Get AI-powered advice on this job and more exclusive features. About Maple Founded in 2015, Maple is a fast‑growing health tech company with a vision to power the future of healthcare by building a connected and superior experience for patients, doctors, nurse practitioners and...

  • Customer Support Manager

    2 weeks ago

    Toronto, Ontario, Canada CARET Full time $110,000 - $120,000

    Job Details Job Location:    Toronto, ON - Toronto, Ontario Salary Range:    $ $ Salary/year Description The Customer Support Manager requires a high-performing, innovative, customer-centric, and experienced leader. Working within a remote, fast-changing work environment, you will lead a high performing, customer & employee facing team drawing on...

  • Enterprise Regional Sales Manager

    2 weeks ago

    Toronto, Canada Radware Bot Manager Full time

    Enterprise Regional Sales Manager - Toronto - (24000029) **What is the job**: - Prospect for new accounts across all verticals of Financial, Ecommerce, EDU, Gaming and Enterprise - Farm the regional base of active customers - up-selling and cross-selling. - Manage accounts to maintain a strong relationship with Radware and to keep them constantly appraised...

  • Manager, Customer Support

    2 weeks ago

    Toronto, Canada Maple Full time

    ABOUT MAPLE Founded in 2015, Maple is a fast-growing health tech company with a vision to power the future of healthcare by building a connected and superior experience for patients, doctors, nurse practitioners and other types of health providers. We offer virtual care services across multiple distribution channels, including Direct-to-Consumer ("B2C"),...

  • Manager, Customer Support

    2 weeks ago

    Toronto, Canada Maple Full time

    ABOUT MAPLE Founded in 2015, Maple is a fast-growing health tech company with a vision to power the future of healthcare by building a connected and superior experience for patients, doctors, nurse practitioners and other types of health providers. We offer virtual care services across multiple distribution channels, including Direct-to-Consumer ("B2C"),...

  • Manager, Customer Support

    6 days ago

    Toronto, Canada Maple Full time

    ABOUT MAPLE Founded in 2015, Maple is a fast‑growing health tech company with a vision to power the future of healthcare by building a connected and superior experience for patients, doctors, nurse practitioners and other types of health providers. We offer virtual care services across multiple distribution channels, including Direct‑to‑Consumer...