Customer Support Manager

The Customer Support Manager requires a high-performing innovative customer-centric and experienced leader. Working within a remote fast-changing work environment you will lead a high performing customer & employee facing team drawing on your exceptional leadership coaching capabilities and commitment to service excellence.

Reporting to the Sr. Director Customer Support you will support CARETs mission vision & values. You will be responsible for the entirety of daily operations and management of all Client Services activities and have the responsibility for consistently meeting or exceeding key performance indicators and CSAT metrics as well as identifying trends opportunities to improve and related strategies.

You will lead coach and empower those that assist our clients and our employees with many aspects of their interaction experiences with our products and ensure they are receiving the appropriate high-level support that they need.

Duties & Responsibilities:

You will manage all day-to-day aspects of CARETs Client Services operation assisting our clients & collaborating with other departments across multiple channels and programs. Working in a remote environment you will directly lead employees in our Canada and US office locations to help build exceptional service delivery and continuous improvement focus.

• Oversees the daily activities of the Client Services teams by giving guidance inspiration and leadership.
• Champions the standards for providing exceptional service every day and ensures these standards through training and coaching.
• Encourage open communication between team members suggesting and driving forward ideas about how the team can work more effectively together.
• Acquire and maintain advanced levels of product knowledge across all our products to assist subject matter experts within the support team and interfacewith other stakeholders.
• Liaise with the internal functions including sales product management engineering network operations provisioning and other service functions.
• Act as escalation point for major incidents and maintain the incident management framework to ensure a prompt resolution and communication of theincident and maintain a high CSAT rate.
• Remain aware of new product developments ensuring input and tactical direction to the business on customer service and support challenges.
• Cascade business objectives and targets to the team.
• Review daily priorities and take appropriate action to ensure results are achieved.
• Participate collaborate and allocate support resources for other CARET legal related initiatives such as Support Q&A sessions Knowledge Events and Release Readiness Program to enable the Center of Excellence cross-functional teams align best practices and processes globally.

Skills & Requirements:

• Minimum of 5 years of Leadership experience in a Contact Centre environment leading and managing a medium to large team of Client Serviceprofessionals within a customer-centric inbound service organization.
• Bachelors Degree OR 5 years of relevant experience.
• Strong interpersonal and team player skills with an ability to communicate at all levels both to internal and external stakeholders.
• Previous hands-on experience using Zendesk or similar ticketing platforms would be a definite asset. Salesforce experience is a plus.
• A passion for mentoring and developing people.
• Experience in managing/leading a diverse high-performing team in a global remote work environment (you will lead teams in our Canada US andoffshore locations) as well as motivating and inspiring them to achieve desired results and strategic objectives.
• Capable of and leads difficult conversations when situations warrant.

Benefits:

• Paid Parental Leave
• Flexible PTO
• Certification(s) reimbursement
• Summer Fridays
• Extended Medical Dental Paid Sick Days Vision Life Insurance and Disability Leave Coverage
• RRSP & Employer match

Equal Employment Opportunity: CARET is an Equal Opportunity Affirmative Action Employer. The compensation information below is provided in compliance with job posting disclosure requirements.
Pay range: $110000 - $120000. Actual base pay will depend on varying circumstances including the position location individual qualifications market finances and other operations business needs.
Depending on the position compensation may also include commission bonuses etc. Potential for bonuses is based on company performance and potential for merit increases is based on performance.

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