Managing the day-to-day activities for a team of 3-5 employees. Responsibilities include managing FTO requests, emergencies, overtime requests, escalations, employee evaluations once a year, weekly 1 on 1s, and help lead team meetings as needed.
Working with your manager to develop and implement departmental goals. Mentor and motivate the team to achieve organizational goals.
Delegating tasks to team members.
Conducting training of team members to maximize their potential.
Timely response to team member escalations and request for support in Slack
Answer inbound customer support emails and provide necessary product troubleshooting
Ensure customers receive consistent and reliable service and support during every interaction by serving as a point of escalation and coaching/mentoring team members.
Stay informed and knowledgeable regarding new product releases
Document issues that arise and steps to reproduce
Expertise in 8am products, specializing in at least one specific product
Educate our customers on 8am products

Requirements

Bachelor’s Degree preferred
At least 1 year experience with the company
2 years experience in a customer support role
Product expertise in the product/s the Tier 2 team supports
Must have excellent interpersonal and professional communication skills; both written and verbal.
Must be friendly, clear, and strong speakers
Maintain a high level of professionalism, integrity and ethics
Excellent time management and people skills
Strong organizational, leadership and interpersonal management skills
Must be able to react positively to difficult situations
Knowledge of Salesforce, Workforce Manager, Zoom Contact Center, Slack, Google Suite or similar programs preferred
Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation.

Benefits

Health Insurance Coverage: We offer our 8Team a variety of medical, dental, and vision plans, designed to fit your needs, including a 100% company-paid HDHP plan for employees.
Financial perks: We offer a competitive compensation and benefits package including annual bonuses, equity options and 401(k) or RRSP if in Canada, with a company match for all team members.
Time for what matters: Flexible Time Off, paid holidays, and a parental leave program for our new parents.
Wellness: Wellness stipends, mental health support, and one-on-one nutrition coaching.
Learning and Development: Continuous learning through 8am.edu, leadership programs, professional development funds, and individually focused talent development.
Giving back to the communities around us: Participate in our charitable matching gift program, paid time off for volunteer service, and company-sponsored volunteer events (both local and virtually).
Engagement: Virtual and in-person team-building events, quarterly award recognition through our Rise & Shine Award of Excellence Program, and our peer-to-peer appreciation platform.

Applicant Tracking System Keywords

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

Hard Skills & Tools

customer supportproduct troubleshootingproduct expertisetrainingdocumentation

Soft Skills

interpersonal communicationprofessional communicationtime managementorganizational skillsleadershipmentoringproblem-solvingteam management

Certifications

Bachelor’s Degree