Customer Support Manager

The Customer Support Manager requires a high-performing, innovative, customer-centric, and experienced leader. Working within a remote, fast-changing work environment, you will lead a high performing, customer & employee facing team drawing on your exceptional leadership, coaching capabilities, and commitment to service excellence.

Reporting to the Sr. Director, Customer Support, you will support CARET's mission, vision & values. You will be responsible for the entirety of daily operations and management of all Client Services activities and have the responsibility for consistently meeting or exceeding key performance indicators and CSAT metrics, as well as identifying trends, opportunities to improve, and related strategies. 

You will lead, coach, and empower those that assist our clients and our employees with many aspects of their interaction experiences with our products and ensure they are receiving the appropriate high-level support that they need.

Duties & Responsibilities: 

You will manage all day-to-day aspects of CARET's Client Services operation, assisting our clients & collaborating with other departments across multiple channels, and programs. Working in a remote environment, you will directly lead employees in our Canada and US office locations to help build exceptional service delivery and continuous improvement focus.

• Oversees the daily activities of the Client Services teams by giving guidance, inspiration, and leadership.
• Champions the standards for providing exceptional service every day and ensures these standards through training and coaching.
• Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.
•  Acquire and maintain advanced levels of product knowledge, across all our products, to assist subject matter experts within the support team and interface with other stakeholders.
• Liaise with the internal functions including sales, product management, engineering, network operations, provisioning, and other service functions.
• Act as escalation point for major incidents and maintain the incident management framework to ensure a prompt resolution and communication of the incident and maintain a high CSAT rate.
• Remain aware of new product developments ensuring input and tactical direction to the business on customer service and support challenges.
• Cascade business objectives and targets to the team.
• Review daily priorities and take appropriate action to ensure results are achieved.
• Participate, collaborate, and allocate support resources for other CARET legal related initiatives such as Support Q&A sessions, Knowledge Events and  Release Readiness Program to enable the Center of Excellence cross-functional teams align best practices and processes globally.

Skills & Requirements:

• Minimum of 5 years of Leadership experience in a Contact Centre environment, leading and managing a medium to large team of Client Service professionals within a customer-centric inbound service organization.
• Bachelor's Degree OR 5+ years of relevant experience. 
• Strong interpersonal and team player skills with an ability to communicate at all levels, both to internal and external stakeholders.
• Previous hands-on experience using Zendesk, or similar ticketing platforms would be a definite asset. Salesforce experience is a plus.
• A passion for mentoring and developing people. 
• Experience in managing/leading a diverse, high-performing team in a global remote work environment, (you will lead teams in our Canada, US and offshore locations) as well as motivating and inspiring them to achieve desired results and strategic objectives. 
• Capable of and leads difficult conversations when situations warrant.

Benefits:

• Paid Parental Leave
• Flexible PTO
• Certification(s) reimbursement
• Summer Fridays
• Extended Medical, Dental, Paid Sick Days, Vision, Life Insurance, and Disability Leave Coverage
• RRSP & Employer match

Equal Employment Opportunity: CARET is an Equal Opportunity, Affirmative Action Employer. The compensation information below is provided in compliance with job posting disclosure requirements.

Pay range: $110,000 - $120,000. Actual base pay will depend on varying circumstances, including the position, location, individual qualifications, market finances, and other operations business needs.

Depending on the position, compensation may also include commission, bonuses, etc. Potential for bonuses is based on company performance and potential for merit increases is based on performance.

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