Manager, Customer Support Training, Tim Hortons

**About Restaurant Brands International**:
Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with more than $35 billion in annual system-wide sales and over 28,000 restaurants in more than 100 countries. RBI owns four of the world's most prominent and iconic quick service restaurant brands - TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS®. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI working towards its goal of improving sustainable outcomes related to its food, the planet, and people and communities.

**Our opportunity for you**:
80% of Canadians visit a Tim Hortons restaurant at least once per month. We're the #1 mobile app in food and drink category, the #2 largest loyalty program in Canada, and one of the top 25 mobile apps in the country. Tim Hortons also currently supports more than 300,000 children on teams in hockey, soccer, ringette, lacrosse, softball and baseball leagues in Canada and the United States.

To continue this success, we are deepening our relationship with guests and their communities. The next step is to build out our digital ecosystem and expand our TimCard offering to include next-generation financial tools and products. Our goal is to double the number of guests using our app every month. We're quickly growing the team and need a **Manager, Customer Support Training **in our Toronto office. In this role, you will a key contributor in standing up and operating a customer service and support organization that will deliver exceptional customer service. You will also be responsible for ensuring that our customer service and support staff are equipped with the right knowledge and skillsets to assist our customers. We aim to serve and meet the digital payments needs of Canadians, while connecting them to the brand Canadians trust most.

Join us and help build the next generation of digital experiences for Canada's most-loved brand

**What you'll do**:

- Deliver end-to-end training to customer service and support staff to ensure that the highest quality of customer experience can be provided
- Develop and/or source training materials that will be provided to 3rd party contact center partners for effective training to be delivered to contact centre partners' customer service supervisors and agents
- Manage training course support logistics of conducting training.
- Liaise and collaborate with the financials services Product team to ensure that training materials being delivered is accurate, comprehensive, and up to date
- Assist in creating and documenting customer service processes and procedures to be used internally and by 3rd party contact center partners
- Establish a culture of continuous improvement within the customer service and support organization by developing a customer service training strategy along with the appropriate tactics
- Establish back-office operational processes and procedures to support customer inquiries and requests
- Work with external partners and internal stakeholders to optimize and deliver on an exceptional customer service experience
- Integrate Tim's processes with our external partners' support functions (i.e., back-office operations) to achieve the business case of the financial services business unit
- Ensure external and internal partners successfully deliver on their service level agreements
- Collaborate with internal partners (i.e., ecosystems, digital, consumer technology) to achieve the business case of the financial services business unit

**What you'll bring**:

- A Bachelor's degree or higher in business management, financial management, economics, or other related fields
- 3+ years of experience in customer service management functions
- 2+ years of experience with contact center/customer service platforms including Zendesk and Genesys
- 2+ years of experience as a customer service trainer
- Excellent verbal and written communicator
- Great attention to detail
- Familiarity working with a high level of independence and in a fast-paced working environment where you can act on and share ideas
- Effective communication and interpersonal skills, including with cross-functional teams

**Benefits**:

- Pension matching
- Hybrid
- Health benefits (medical, dental)
- Short
- and long-term disability
- Comprehensive global paid parental leave
- Telehealth
- Employee Assistance Program
- Discounted Gym Memberships
- Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and cond