Support Team Lead

2 days ago

Toronto, Canada OneLocal Full time

At OneLocal, we know that marketing isn't just about buying ads anymore. We also know how hard it is to keep up with rapidly changing technologies. OneLocal provides SaaS solutions to small and medium businesses (SMBs) across the world. We offer our clients 10 digital marketing solution products that are impactful on their own, but even better together. We aim to be the perfect solutions partner by bringing together the right mix of technologies and local marketing expertise.

**What You'll Be Doing**:

- Handle escalated customer inquiries and ensure timely resolution of technical issues
- Develop training materials for team members on best practices for user support
- Create automated processes for ensuring accuracy and efficiency in responding to tickets
- Analyze broader trends in customer service inquiries to identify areas for improvement
- Lead daily standups with the Support team and report on performance metrics.

**What You Bring**:

- 5+ years' experience working in technical client services/support roles
- 2+ years' experience managing support roles
- Familiarity with software implementation lifecycles an asset
- Proficiency with the following platforms is an asset: Salesforce, Intercom, Zendesk

**Why You'll Love Working Here**:

- The opportunity to have a major impact at a growing company that is helping small and medium sized businesses grow their digital presence
- 3 weeks paid vacation + 5 paid personal days
- Stock options in a YC backed start-up
- Virtual social events: coffee chats with your colleagues and weekly happy hours

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