Customer Support Manager

7 days ago

SaintLaurent, Canada E-SMART Control Full time

**Who We Are**

E-SMART develops and manufactures innovative ADAS solutions that increase the safety of fleet vehicles. E-SMART helps set new safety standards with Intelligent Speed Adaptation. This solution determines vehicle location in real time to actively manage the maximum speed the vehicle can attain in the respective posted speed zone. Along with its other safety features, namely, Low Bridge Collision Prevention, Active Geofencing, Remote Vehicle Immobilization, and Telematics Integration. E-SMART leads the way in reducing the number of collisions on our roadways.

**About the Role**

The Director of Customer Support is responsible for overseeing all customer service operations and providing the highest quality of customer service to our clients. The Director of Customer Support will be responsible for developing and implementing customer service strategies that enhance customer satisfaction. The Director of Customer Support will be the point of contact for clients and will provide guidance and support to the customer service team.

**Essential Responsibilities**
- Developing customer service strategies with a focus on customer satisfaction and retention.
- Managing the customer service team and ensuring that customer service goals are met.
- Responding to customer inquiries in a timely manner and providing solutions to customer problems.
- Developing and implementing training programs to ensure that the customer service team is knowledgeable and up to date on industry best practices.
- Analyzing customer feedback to identify areas of improvement.
- Collaborating with other departments to ensure that customer service requests are fulfilled in a timely manner

**Experience**
- 5+ years experience in customer support management
- Thrives in a fast-growing environment, comfortable with wearing multiple hats.
- Experience in Transportation preferred.
- Bachelor’s degree preferred.
- Detail oriented, self-disciplined, energetic, looking for a career with purpose.
- Strong presentation, interpersonal, and communication skills

**E-SMART Benefits Highlights**

The company offers various benefits to regular, full-time employees including:

- Good work-life balance (including flexible work schedule and hybrid remote work options)
- Group insurance upon hire
- Personal days
- On-Site Gym
- Basketball court
- Free parking with electric car chargers
- Easily accessible by public transportation
- Social activities within the company
- Unlimited Nespresso and tea

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Discounted or free food
- Flexible schedule
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- Tuition reimbursement
- Vision care
- Wellness program

Work Location: Hybrid remote in Saint-Laurent, QC H4T 2C7

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