Customer Success Supervisor

3 weeks ago

Waterloo, Canada Cineplex Full time

Work location:

CDS 137 Northfield Dr

City:

Waterloo

What you will do:

Customer Success Supervisor directly supports Customer Support Manager with all department matters assisting with general management of internal tools, processes, training, and vendors.

Manages special projects and ensures operational excellence through best practices and effective training of agents. 

Office location is in Waterloo, Ontario. However, this position is open to candidates remotely from anywhere in Ontario.

Must be flexible to work variety of hours which include days and evenings.

Key Responsibilities:

Management: 

Direct management of technical analyst resources to ensure ticket flow, escalations and closures and handled in a proactive, efficient manner.Monitor critical and major incidents to ensure resolutionCollaborate across teams to identify opportunities to lower the number of incidents coming to Help DeskTools, Processes & TrainingIdentify, Recommend, and lead the development of key department tools & processes Support to drive high levels of consistency and efficiency through scalable and repeatable processesIdentify and support the development of training programs to support critical department functions, and our outsourced partner for L1-L2Reporting and projects:Develop reporting for department including staff utilization, client and trend analysisLiaise with data team to develop automation regarding internal/client reportingLead special department or client projects

Leadership:

Partner with Human Resources to create a high-performance environment and establish a people strategy that attracts, retains, develops, and motivates team membersActively contribute to CDM’s culture 

Education & Certification

Diploma or degree in business administration, technology, operations, or related field

Experience

1-2 years of support desk management or leadership role2-4 years of working in customer support desk environment2-4 years experience within the digital signage or digital marketing industry

Knowledge, Skills and Abilities

Demonstrated team leadership and development skillsStrong problem solving and investigative skillsExcellent communication skills, both verbal and written, to provide clear and concise summaries and executive updates with the ability to communicate in both technical and business-friendly terminologyHighly motivated with the ability to work both collaboratively and independently, manage multiple priorities effectively, and take initiative to complete tasks with little oversight and direction requiredAbility to learn quickly, picking up new technologies/skills and business knowledge, in a fast-paced environmentKnowledge of IT standards, methodologies, audit, and regulatory requirementsProficient in all Microsoft office applicationsOrganized and meticulous with documentation and trackingExperienced with Root Cause analysis as well as other operational and problem solving models and strategies

Inclusion & Diversity

Cineplex, its subsidiaries, and affiliates are equal opportunity employers with a commitment to hiring and retaining a diverse workforce. We encourage and welcome applications from all intersectional walks of life. The collective sum of our individual differences, experiences, knowledge, innovation, self-expression, unique capabilities, and talent represents a significant part of our culture. By valuing a diverse workforce, we enforce hiring practices that are fair and equitable. 

Accessibility

While we appreciate all interest, only those candidates selected for an interview will be contacted.

  • Customer Success Manager- Cybersecurity/ Saas

    7 days ago

    Waterloo, Canada opentext Full time

    **OPENTEXT** OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of...

  • Site Supervisor

    4 weeks ago

    Kitchener-Waterloo, Canada Eagleview Construction Full time

    **Company Overview**: Eagleview Construction is a fast growing, full-service design & build home renovation contractor, committed to providing an exceptional home renovation experience for every client. At Eagleview, we provide our staff with the training and resources to be successful and to grow and develop their careers. We hire great people and truly...

  • Customer Care Representative

    4 days ago

    Waterloo, Canada Equitable Life of Canada Full time

    At Equitable Life of Canada, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and customer-responsive staff. Join...

  • Bilingual Customer Care Representative

    4 days ago

    Waterloo, Canada Equitable Life of Canada Full time

    At Equitable Life of Canada, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and customer-responsive staff. Join...

  • Customer Care Representative

    3 weeks ago

    Waterloo, Canada Equitable Life of Canada Full time

    At Equitable Life of Canada, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and customer-responsive staff. Join...

  • Bilingual Customer Care Representative

    4 weeks ago

    Waterloo, Canada Equitable Life of Canada Full time

    At Equitable Life of Canada, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and customer-responsive staff. Join...

  • Logistics Supervisor

    4 days ago

    Waterloo, Canada Teledyne DALSA Digital Imaging (Waterloo) Full time

    **Company Overview**: - Our Company is built on employee mutual commitment and respect, enthusiasm and progress.- Teledyne DALSA is a subsidiary of Teledyne Technologies Inc., a U.S. publicly listed enterprise, and specializes in the manufacture, design, research and development of high performance machine vision components, software and cameras. Teledyne...

  • Supervisor

    4 weeks ago

    Waterloo, Canada Odd Burger Full time

    Have you seen how **Odd Burger** is satisfying bellies across Southwestern Ontario with its delicious vegan fast food? We are a growing fast-food chain that is taking on the challenge of disrupting the fast-food industry with our plant-based solutions to a meat-heavy, unsustainable industry. We are leaders in sustainability and pride ourselves in the quality...

  • Cafe Supervisor

    5 days ago

    Waterloo, Canada Pilot Coffee Full time

    At Pilot, we work with an incredible team who are passionate about coffee and equally committed to quality. To achieve our full potential, we foster an environment where everyone feels included, heard and appreciated. Our values of quality, innovation and relationships enable us to provide exceptional service and lies at the heart of everything we...

  • Customer Advocate Bl

    6 days ago

    Waterloo, Canada Boldr Full time

    A LITTLE BIT ABOUT Boldr - Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. - We are a global team, united by our desire to connect diverse people with common values for boldr impact. - We employ just over a thousand team members across...

  • Cafe Supervisor

    3 weeks ago

    Waterloo, Canada Pilot Coffee Full time

    At Pilot, we work with an incredible team who are passionate about coffee and equally committed to quality. To achieve our full potential, we foster an environment where everyone feels included, heard and appreciated. Our values of quality, innovation and relationships enable us to provide exceptional service and lies at the heart of everything we...

  • Owner Experience Supervisor

    5 days ago

    Waterloo, Canada Libro Credit Union Full time

    Career Opportunity Libro is growing - and Libro is hiring. Our expansion plans include a series of new hires across southwestern Ontario. Take a look. Who We Are Imagine working for an organization where every employee and customer is an Owner. No matter whether a customer Owner or employee Owner, everything we do at Libro is about helping people prosper....

  • Area Supervisor

    6 days ago

    Waterloo, Canada Region of Waterloo Full time

    **Our Story**: Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 630,000+, while creating a healthy,...

  • Head of Customer Experience

    3 weeks ago

    Waterloo, Canada GHD Full time

    Organizations don't innovate, people do. Who are we looking for? The Customer Experience (CX) team at GHD Digital, Products and Platforms team is responsible for ensuring long-term, engaged customers who grow in their use of our products year over year. The Head of Customer Experience is responsible for the end-to-end journey our customers experience...

  • Head of Customer Experience

    3 weeks ago

    Waterloo, Canada GHD Full time

    Organizations don't innovate, people do. Who are we looking for? The Customer Experience (CX) team at GHD Digital, Products and Platforms team is responsible for ensuring long-term, engaged customers who grow in their use of our products year over year. The Head of Customer Experience is responsible for the end-to-end journey our customers experience with...

  • Head of Customer Experience

    2 weeks ago

    Waterloo, Canada GHD Full time

    Organizations don't innovate, people do. Who are we looking for? The Customer Experience (CX) team at GHD Digital, Products and Platforms team is responsible for ensuring long-term, engaged customers who grow in their use of our products year over year. The Head of Customer Experience is responsible for the end-to-end journey our customers experience with...

  • Head of Customer Experience

    2 weeks ago

    Waterloo, Canada GHD Full time

    Organizations don't innovate, people do. Who are we looking for? The Customer Experience (CX) team at GHD Digital, Products and Platforms team is responsible for ensuring long-term, engaged customers who grow in their use of our products year over year. The Head of Customer Experience is responsible for the end-to-end journey our customers experience with...

  • Dining Room Supervisor

    4 weeks ago

    Waterloo, Canada Clair Hills Retirement Community Full time

    The Dining Room Supervisor creates and maintains a pleasurable, friendly, and efficient dining room experience for all residents and visitors in accordance with our Brand Hospitality Standards. Assists in maintaining a safe and secure environment for residents, visitors and other staff members. **If you**: - Love seniors who have life experiences and...

  • Lead Customer Advocate

    4 weeks ago

    Waterloo, Canada opentext Full time

    **OPENTEXT** OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of...

  • Assistant Supervisor

    4 weeks ago

    Waterloo, Canada University of Waterloo Full time

    Overview Assist with the management of one or more UW Food Service units, consistent with departmental objectives, University policies, procedures and CUPE 793 Collective Agreement. 4 Positions availible  This is a Regular Part Time position working 37 weeks per year 35 per week, which typically starts 2 weeks before labour day and ends in...