Employment Hero

Client Support Manager

Employment Hero

full-time

Posted on:

Location: 🇨🇦 Canada

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Job Level

Mid-LevelSenior

About the role

  • Oversee daily operations to ensure clients get fast, accurate answers for both platforms
  • Balance volume against capacity and monitor/report on SLOs and KPIs
  • Address urgent matters as they arise and escalate appropriately
  • Build and develop the team through consistent coaching, QA, performance management, hiring and training
  • Drive client satisfaction by reducing response times and resolving pain points
  • Partner with the Director of Client Support on strategy, structure and team development
  • Contribute operational horsepower to strategic projects across the business

Requirements

  • 3+ years leading and building support teams in a SaaS environment
  • Experience managing directly and through others; coaching and performance management
  • Strong understanding of operational metrics; data-driven decision making
  • Client-obsessed with strong empathy for customers and team members
  • Tech-savvy: familiarity with ticketing software, WFM tooling, reporting tools
  • Problem-solver comfortable with ambiguity and complex issues
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