Customer Support Manager

Summary

Join Miovision's dynamic team as a Manager of Customer Support! Lead and mentor a team of customer support specialists, ensuring exceptional service and efficient processes. Oversee daily operations, develop strategies to enhance customer satisfaction, and maintain high performance. You will identify areas for improvement, propose solutions, and collaborate with other departments. Analyze data, generate reports, and handle escalated concerns. Contribute to the development of customer support strategies aligned with company goals. This role requires strong leadership skills, a growth mindset, and a passion for customer support.

Requirements

• Bachelor's degree in Business, Communications, or related field (or equivalent work experience)
• 5-7 years of experience in customer support
• Proven track record of managing and developing high-performing customer support teams
• Strong understanding of customer service principles and practices
• Excellent communication, problem-solving, and conflict-resolution skills
• Ability to analyze data, draw insights, and implement process improvements
• Strong organizational skills with the ability to manage multiple priorities

Responsibilities

• Lead, mentor, and manage a team of customer support specialists
• Provide ongoing training, coaching, and performance feedback to ensure continuous development and success
• Foster a positive, high-performing team culture
• Regularly meet with the team on performance targets and set SMART goals
• Drive a culture of continuous improvement
• Oversee the resolution of complex customer issues and ensure high-quality support is provided to our customers and partners
• Monitor established OKR’s and identify opportunities for improvement
• Identify gaps where they exist within our existing ecosystem relative to customer issue resolution
• Work on eliminating risk and impact to our customers
• Monitor team productivity, response times, and resolution effectiveness
• Implement best practices and workflows to improve operational efficiency, ensuring issues are handled promptly and effectively
• Identify areas for improvement within the customer support process, propose solutions, and oversee the implementation of those changes to enhance customer experience and team efficiency
• Work closely with other key departments (e.g. Customer Success, BizOps, Sales, Product, Engineering etc.) to resolve customer issues and improve the overall customer experience
• Serve as a liaison between the customer support team and other organizational functions
• Track key performance indicators (KPIs) and generate regular reports on team performance, customer satisfaction, and issue resolution
• Analyze trends to identify areas for improvement and share insights with senior leadership
• Handle escalated customer concerns and resolve issues in a professional and timely manner, ensuring customer loyalty and retention
• Contribute to the development of customer support strategies that align with company goals and improve overall service offerings

Preferred Qualifications

• Experience in managing remote teams that are globally distributed across multiple time zones
• Familiarity with customer service metrics (CSAT, NPS, First Response Time, etc.)
• Project management experience
• Industry knowledge and product offerings
• 2 years in a leadership or management role
• Experience with support tools/software (e.g., Salesforce, Intercom, DialPad,Jira, Miro, PowerBI)

Benefits

• Competitive salary and benefits package
• Opportunities for career growth and professional development
• A collaborative and inclusive work environment
• Work-life balance with flexible scheduling options
• Comprehensive health benefits starting on day one
• RRSP Matching Plan
• Variable Incentive Plan
• Mio-Days : We extend all three-day weekends to four-days and provide a Holiday Shutdown in December
• Virtual Healthcare Service providing employees and their families access to healthcare providers 24/7
• Internet subsidy and a remote work allowance
• Enhanced paternity and maternity leaves
• Unlimited vacation policy
• Wellness offerings (Fitness, Mindfulness)