Senior Manager, Customer Support

2 months ago

Toronto, Canada AgencyAnalytics Full time

Do you know what “world-class customer support” means? Read on:


We’re hiring a Senior Manager of Customer Support to work alongside the Director of Customer Support to manage a growing global team. You’ll step into a department that has an absolutely stellar reputation for customer support, both internally and externally (don't take our word for it: read what our customers say about us on places like g2.com).


Our team provides 24/5 live chat support to tens of thousands of digital marketing professionals who use our platform worldwide. As a Senior Manager of Customer Support, you’ll report to the Director of Customer Support, working closely together to ensure world-class customer service, help set and fulfill departmental and company goals, and support a growing and talented team of staff. 


Like our customers, our team is global, and we enjoy a remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations, Zoom meetings, and shared projects. Outside of your department, you’ll work alongside team members from Customer Success, Sales, Marketing, Product, and Engineering.


As a growing company in a high-growth industry, a key priority is to continually put processes, structures, and people in place to ensure the department scales smoothly while maintaining world-class customer service for our users. You’ll work day-to-day with the Director to spot these opportunities and achieve such goals.


We place a high priority on creating a positive, nurturing, and collaborative team environment: We're specifically looking for someone who is a passionate people leader and has a proven track record of helping team members grow. You’ll foster a tight-knit environment in partnership with the Director of Customer Support and will also be relied upon to make independent decisions, backed by data, evidence, and best practices.


What You'll Do

  • Support a team of Team Leads and Customer Support team members

  • Coach and provide regular feedback to team members, with a focus on conversation quality, accuracy of information, tone, and communication skills

  • Contribute improvement suggestions to our training program and ensure smooth onboarding experiences for new hires

  • Create strong relationships with cross-functional stakeholders, working together to improve processes and operational efficiencies

  • Help set and meet quarterly goals and team-wide OKRs with the Director, focusing on metrics like response time and customer satisfaction, as well as collecting customer reviews and product feedback

  • Continuously review our live chat offering and suggest ways to improve the customer experience

  • Run weekly 1:1s with direct reports, providing quality feedback, sharing important updates, and ensuring the well-being of each team member

  • Work with the Director and Team Leads to ensure processes are followed and quality is achieved in all regions

  • Oversee internal Customer Support documentation and support our Documentation Manager with external content as needed

  • Ensure a strong, positive, and collaborative culture among the Customer Support team, where achievements are recognized and team members feel well-supported in their work

  • 3 to 5+ years' experience leading Customer Support team members, preferably in a fast-growing environment

  • Experience in managing text-based live chat customer support

  • Ability to contribute to team-wide OKRs and goals and have proven experience owning and meeting these goals

  • Ability to coach team members on communication style, messaging, delivery of information, and efficiency

  • Exceptional written and verbal communication, with a keen awareness of how messaging and communication style can impact customer conversation outcomes

  • High level of technical proficiency

  • Ability to implement and scale processes, manage a range of projects, and delegate work to ensure an efficient and productive environment

  • A people-first mindset, with strong emotional intelligence and the ability to lead through inspiration and action

  • Excellent problem-solving skills, with analytical and data-driven thinking

  • Ability to collaborate with multiple different departments to champion the needs of customers and your team

  • An understanding of digital marketing agencies, their needs, and common SEO/marketing channels is desirable

  • Experience with Customer Success-focused initiatives is desirable

  • Copywriting or other writing/editorial experience is desirable

  • Bachelor’s degree (or higher) in a relevant field is desirable, or relevant working experience

  • Senior Manager, Customer Support

    5 months ago

    Toronto, Canada AgencyAnalytics Inc Full time

    Description Do you know what “world-class customer support” means? Read on: We’re hiring a Senior Manager of Customer Support to work alongside the Director of Customer Support to manage a growing global team. You’ll step into a department that has an absolutely stellar reputation for customer support, both internally and externally (don't take...

  • Customer Support Manager

    2 months ago

    Toronto, Canada Sage Full time

    The Bilingual Customer Support Manager will be responsible for developing and delivering quality support with key focus on customer and partner satisfaction. This position requires a passion for problem solving and process improvement, a deep understanding of software technologies, finance, and the ability to learn new concepts quickly. *This is a hybrid...

  • Senior Customer Success Manager

    4 weeks ago

    Toronto, Ontario, Canada Citylitics Full time

    About CityliticsWe are a leading provider of predictive intelligence on local utility & public infrastructure markets.Our mission is to deliver innovative solutions that enable a faster, more transparent, and more efficient infrastructure marketplace.We turn millions of unstructured documents into high-value intelligence feeds and datasets that are available...

  • Multilingual Sales Representative

    2 weeks ago

    Toronto, Ontario, Canada Zedd Customer Solutions Full time

    Position Summary:We are seeking a highly skilled Multilingual Sales Representative to join our team at Zedd Customer Solutions in the Scarborough area. As a key member of our sales team, you will be responsible for making and receiving telephone calls on behalf of our clients, promoting products and services while meeting established quality assurance...

  • Transportation Professional for Senior Support

    2 weeks ago

    Toronto, Ontario, Canada Senior Persons Living Connected Full time

    Job Description:We are seeking a reliable and safe driver to provide transportation services to seniors in need. This is a part-time position that requires variable hours, with the contract ending in March 2025.About the Role:Provide safe and reliable transportation to clients attending medical appointments, day programs, shopping, and other essential...

  • Senior Transportation Specialist

    1 week ago

    Toronto, Ontario, Canada SPRINT Senior Care Full time

    About SPRINT Senior Care:SPRINT Senior Care is a reputable community support service agency in Toronto, dedicated to providing essential services to seniors and their caregivers. Since 1983, we have been committed to helping seniors live independently and safely. Our comprehensive range of low-cost services aims to prevent premature or inappropriate...

  • Senior Cook for Community Dining

    3 weeks ago

    Toronto, Ontario, Canada Senior Persons Living Connected Full time

    Senior Persons Living Connected (SPLC) is a dynamic organization dedicated to providing innovative support services for seniors. As a Senior Cook for our community dining program, you will play a vital role in preparing and serving nutritious meals that promote the health and well-being of our clients.We are seeking an experienced Cook with a passion for...

  • Support & Training Specialist

    3 hours ago

    Toronto, ON, Canada InTouchLink Senior Living Solutions Full time

    At InTouchLink, we are passionate about enhancing the lives of seniors and their families through our innovative communication platform. Our mission is to create a seamless experience that connects communities, fosters engagement, and empowers senior living communities to be the best versions of themselves. As a rapidly growing tech startup, we value a...

  • Training Support Specialist

    3 days ago

    Toronto, ON, Canada InTouchLink Senior Living Solutions Full time

    At InTouchLink, we are passionate about enhancing the lives of seniors and their families through our innovative communication platform. Our mission is to create a seamless experience that connects communities, fosters engagement, and empowers senior living communities to be the best versions of themselves. As a rapidly growing tech startup, we value a...

  • Desktop Support Specialist

    5 months ago

    Toronto, Canada Amica Senior Lifestyles Full time

    Job Description: **About Us** Established in 1996, Amica Senior Lifestyles owns and operates over 30 senior living residences in British Columbia and Ontario, while continuing to grow in select markets. Offering Independent Living (IL), Assisted Living (AL) and Memory Care (MC) lifestyle options, we combine expert care with unparalleled premium hospitality...

  • Supervisor, Client Services

    6 months ago

    Toronto, Canada SPRINT Senior Care Full time

    **About Us**: We began caring for seniors and enabling seniors to care for themselves in 1983. We continue to do so today as an accredited, not-for-profit community support service agency in Toronto by offering a wide range of practical and low-cost services to seniors and their caregivers. Our services help seniors stay healthy, safe, connected, and live...

  • Executive Chef Senior Living Manager

    4 weeks ago

    Toronto, Ontario, Canada Verve Senior Living Full time

    At Verve Senior Living, we are committed to providing exceptional care and services to our residents. As the Executive Chef/Dining Services Manager, you will play a vital role in ensuring that our residents receive the highest quality food and dining experience.The Executive Chef/Dining Services Manager will be responsible for overseeing all aspects of food...

  • Manager, Residence Operations Administration

    6 months ago

    Toronto, Canada Amica Senior Lifestyles Full time

    Job Description: **Manager, Residence Operations Administration** **Amica Senior Lifestyles Support Office** **Full Time** **Locations**:Toronto, Ontario or Vancouver/ Victoria BC - Hybrid with extensive travel required Established in 1996, Amica Senior Lifestyles owns and operates over 30 senior living residences in British Columbia and Ontario, while...

  • Associate General Manager

    6 months ago

    Toronto, Canada Amica Senior Lifestyles Full time

    Job Description: **Associate General Manager** **Amica Unionville** **Full Time, Permanent** At Amica we are united in our purpose to provide the best care in Senior Living in a supportive environment. We are setting a new standard for senior living in Canada by combining unparalleled premium hospitality and amenities with expert care and support to...

  • Supervisor, Client Services

    6 months ago

    Toronto, Canada SPRINT Senior Care Full time

    **About SPRINT Senior Care**: We began caring for seniors and enabling seniors to care for themselves in 1983. We continue to do so today as an accredited, not-for-profit community support service agency in Toronto by offering a wide range of practical and low-cost services to seniors and their caregivers. Our services help seniors stay healthy, safe,...

  • Benefits Manager

    6 months ago

    Toronto, Canada Amica Senior Lifestyles Full time

    Job Description: **BENEFITS MANAGER** **_ Amica Senior Lifestyles_** At Amica we are united in our purpose to provide the best care in Senior Living in a supportive environment. We are setting a new standard for senior living in Canada by combining unparalleled premium hospitality and amenities with expert care and support to deliver a personalized senior...

  • Sales Manager

    6 months ago

    Toronto, Canada LEV Senior Living Full time

    **Do you enjoy being part of a team who believes that together, they can achieve remarkable things?** **Do you want to work in a culture where people take care of people?** **Do you want a chance to make a difference in people’s lives?** **Do you value the opportunity to grow and learn?** **Sales Manager (Full Time)** **If you are an enthusiastic team...

  • Administrative Support Specialist for Senior Living Communities

    2 weeks ago

    Toronto, Ontario, Canada Senior Persons Living Connected Full time

    The Administrative Support Specialist plays a vital role in the Facilities and Properties Department at Senior Persons Living Connected. This dynamic position requires an individual with excellent administrative skills, strong interpersonal abilities, and proficiency in Microsoft Office.Job Description:This full-time role involves providing a broad spectrum...

  • Transportation Services Manager

    3 months ago

    Toronto, Canada SPRINT Senior Care Full time

    **About SPRINT Senior Care**: We began caring for seniors and enabling seniors to care for themselves in 1983. We continue to do so today as an accredited, not-for-profit community support service agency in Toronto by offering a wide range of practical and low-cost services to seniors and their caregivers. Our services help seniors stay healthy, safe,...

  • Manager, Customer Support Team

    5 months ago

    Toronto, Canada Traction Rec Full time

    We’re looking for a** Manager, Customer Support Team **to join our team and be part of our next stage of growth. Our Manager, Customer Support works with customers to maximize their success with Traction Rec’s products. This is a leadership role managing a team of support representatives (who we call CSAs - Customer Success Advocates) that provides B2B...