Manager, Customer Support

**Position Summary**:
At Miovision, we build our own custom hardware to deliver best-in-class transportation data and traffic management solutions. Our firmware team is responsible for developing the low-level hardware abstraction layer (BSP) for Miovision Core and Scout products, and much of the on-device software stack for Opticom priority/preemption phase selectors, radios, and infrared products.

**Key Responsibilities**:

- Team Leadership & Development:
Lead, mentor, and manage a team of customer support specialists. Provide ongoing training, coaching, and performance feedback to ensure continuous development and success. Foster a positive, high-performing team culture. Regularly meet with the team on performance targets and set SMART goals. Drive a culture of continuous improvement.
- Customer Satisfaction:
Oversee the resolution of complex customer issues and ensure high-quality support is provided to our customers and partners. Monitor established OKR’s and identify opportunities for improvement. Identify gaps where they exist within our existing ecosystem relative to customer issue resolution. Work on eliminating risk and impact to our customers.
- Operational Efficiency:
Monitor team productivity, response times, and resolution effectiveness. Implement best practices and workflows to improve operational efficiency, ensuring issues are handled promptly and effectively.
- Process Improvement:
Identify areas for improvement within the customer support process, propose solutions, and oversee the implementation of those changes to enhance customer experience and team efficiency.
- Cross-Department Collaboration:
Work closely with other key departments (e.g. Customer Success, BizOps, Sales, Product, Engineering etc.) to resolve customer issues and improve the overall customer experience. Serve as a liaison between the customer support team and other organizational functions.
- Reporting & Analytics:
Track key performance indicators (KPIs) and generate regular reports on team performance, customer satisfaction, and issue resolution. Analyze trends to identify areas for improvement and share insights with senior leadership.
- Escalation Management:
Handle escalated customer concerns and resolve issues in a professional and timely manner, ensuring customer loyalty and retention.
- Strategic Planning:
Contribute to the development of customer support strategies that align with company goals and improve overall service offerings.

**Qualifications**:

- Bachelor's degree in Business, Communications, or related field (or equivalent work experience).
- 5-7 years of experience in customer support, with at least 2 years in a leadership or management role (*preferred)
- Proven track record of managing and developing high-performing customer support teams.
- Strong understanding of customer service principles and practices.
- Experience with support tools/software (e.g., Salesforce, Intercom, DialPad,Jira, Miro, PowerBI) is a plus.
- Excellent communication, problem-solving, and conflict-resolution skills.
- Ability to analyze data, draw insights, and implement process improvements.
- Strong organizational skills with the ability to manage multiple priorities

**Preferred Skills**:

- Experience in managing remote teams that are globally distributed across multiple time zones.
- Familiarity with customer service metrics (CSAT, NPS, First Response Time, etc.).
- Project management experience.
- Industry knowledge and product offerings.

**What We Offer**:

- Competitive salary and benefits package.
- Opportunities for career growth and professional development.
- A collaborative and inclusive work environment.
- Work-life balance with flexible scheduling options.

**Perks and Benefits**:
Note: We do offer flexible onsite and remote work options. Our Benefits are designed to reflect this and include:

- Comprehensive health benefits starting on day one
- RRSP Matching Plan
- Variable Incentive Plan
- Mio-Days: We extend all three-day weekends to four-days and provide a Holiday Shutdown in December
- Virtual Healthcare Service providing employees and their families access to healthcare providers 24/7
- Internet subsidy and a remote work allowance
- Enhanced paternity and maternity leaves
- Unlimited vacation policy
- Wellness offerings (Fitness, Mindfulness)

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