Manage an initial team of 6-9 individuals and optimize results through effective performance management planning
Drive both qualitative and quantitative results to ensure our scaling team continually builds efficiency with phone, chat and email support while maintaining high customer satisfaction scores
Collaborate with other leaders and departments at Jobber to ensure the team can provide informed and proactive support
Drive and encourage feedback loops to help amplify a customer support environment focused on the needs of the customer
Be incredibly reliable for our customers by utilizing strong communication skills to communicate with multiple stakeholders
To be comfortable and adaptive in an agile fast-paced environment
Strive for execution excellence through the optimization of our platforms/tools
Analyze, communicate, re-communicate over success metrics and forecasting to coach, scale, and provide quality service from every team member
Recruit, onboard and optimize success training to reduce ramp-up time for new hires
Become an ambassador of our culture by being humble, supportive - and someone who truly gives a sh*t!

Requirements

Previous experience working in a customer support function, in a high volume organization
Strong previous people leadership or management experience in a support function
Experience managing a support team within a high volume, call centre environment
A track record of ambitious career growth, exceptional customer support and the ability to motivate others to do the same
A strong understanding of Service Cloud/Zendesk/Intercom/excel spreadsheets or anything similar
To think big, yet manage the details
Next level communication and relationship building abilities
Ability to communicate and articulate strategic ideas with executives
An incredible passion for our customer and a connection to our purpose - to help small businesses be more successful.

Benefits

Total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind
Matching in RRSP, TFSA or FHSA
Stock options
Dedicated Talent Development team and access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential
Annual stipends for health and wellness

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

performance managementcustomer supportteam managementdata analysisforecastingtraining optimizationexecution excellence

Soft Skills

communicationleadershipcollaborationadaptabilitycustomer focusrelationship buildingfeedback facilitation