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About the role
Key responsibilities & impact- Manage an initial team of 10-12 individuals and optimize results through effective performance management planning
- Identify recurring behavioural patterns across your team and coach to root cause
- A solid grasp of contact centre operations and KPIs
- Navigate escalated customer situations that fall outside standard policy
- Build and iterate on performance management frameworks
- Drive both qualitative and quantitative results to ensure customer satisfaction
- Collaborate with other leaders and departments at Jobber for informed support
- Drive and encourage feedback loops for continuous improvement
- Communicate reliably with multiple stakeholders
- Optimize our platforms/tools for execution excellence
- Analyze, communicate, and re-communicate success metrics for quality service
- Support the recruitment and onboarding optimization for new hires
- Become an ambassador of our culture by being humble and supportive
Requirements
What you’ll need- Recent experience managing in a high-volume customer support or contact centre environment
- Tested and mature coaching and leadership frameworks, demonstrated change management rigor
- Experience driving impact at scale, beyond immediate direct reports
- A track record of ambitious career growth, exceptional customer support and the ability to motivate others to do the same.
- Next level communication and relationship building abilities.
- A genuine connection to our purpose - you care about helping small businesses succeed, and that shows up in every decision you make for your team and your customers
Benefits
Comp & perks- equity rewards
- annual stipends for health and wellness
- retirement savings matching
- extended health package with fully paid premiums for body and mind
- access to a dedicated talent development program
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
performance managementcoachingchange managementcustomer supportKPI analysisdata analysisrecruitmentonboarding optimizationcustomer satisfaction metricscontact centre operations
Soft Skills
leadershipcommunicationrelationship buildingteam managementfeedback facilitationproblem-solvingcollaborationhumilitysupportivenessmotivation