Manager, Technical Support

2 weeks ago


Montréal, Canada Equisoft Full time

**Manager, Technical Support**

**A DAY IN YOUR LIFE**
- Manage a growing team of dedicated customer support specialist, based in various offices & distributed locations globally (Montreal, Toronto, Quebec City)
- Create and communicate Equisoft’s customer support strategy globally. Build, maintain and consistently improve all processes related to customer support, troubleshooting and resolution.
- Synthesize data to guide/support strategy and decisions
- Handle all aspects of staff management: recruiting, scheduling, discipline, performance reviews, and planning while defining clear expectations and driving accountability & ownership.
- Drive innovation & best practices so that strategic objectives are translated into effective and efficient tactical operations
- Provide mentoring and coaching via regular one-on-one meetings to ensure team members thrive and are highly engaged.
- Collaborate with other departments to drive and implement positive changes in support of broader company initiatives
- Recommend changes to improve efficiency and effectiveness, report team accomplishments, achievements and productivity to functional management
- Communicate department and company initiatives, goals and results to team members

**MUST-HAVES**
- Bachelor’s degree
- 5 years of experience leading customer facing software support organizations
- Fluent in both French and English, written and verbal
- Experience in the SaaS industry
- Strong verbal and written communication, strategic planning, and project management skills
- Comfortable working across multiple departments in a deadline-driven environment
- Experience with Zendesk
- Active team player, self-starter, and multitasker who can quickly adjust priorities

**NICE-TO-HAVES**
- Prior experience with Equisoft products or knowledge of our products
- Knowledge of the financial and insurance industries
- Experience Hubspot & Jira

**YOUR BENEFITS**
- Competitive compensation package
- Comprehensive employee benefits
- Flexible hours and collaborative working spaces
- Possibilities of international assignments



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