Senior Manager, Customer Support

Summary

Join Jobber as a Senior Manager, Customer Support and oversee the enhancement of customer support operations to achieve high customer satisfaction and agent efficiency. Lead and mentor a team, conduct performance reviews, and foster a positive work environment. Oversee daily operations, develop and implement support strategies, and monitor KPIs. Collaborate with other departments to improve customer experience and operational efficiency. Stay updated on industry trends and act as a point of escalation for complex issues. Gather customer feedback and provide insights to drive product and service improvements. Prepare regular performance reports and utilize data analytics to optimize operations.

Requirements

• Extensive experience in customer support, with demonstrated years in a managerial or leadership role including leading other leaders
• Proven track record of successfully leading and developing high-performing customer support teams
• Excellent interpersonal and communication skills, with the ability to effectively interact with customers, team members, and senior management
• Strong analytical and problem-solving abilities, with a focus on data-driven decision making
• Proficiency in customer support tools like Zendesk, RingCentral, Intercom, SFDC
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously

Responsibilities

• Lead, mentor, and manage a team of customer support managers and representatives
• Conduct regular performance reviews, provide feedback, and develop professional growth plans for team members
• Foster a positive work environment that encourages teamwork, innovation, and excellence
• Oversee daily operations of the Support department to ensure timely response and effective resolution of customer inquiries across all chat, email and phone channels
• Develop and implement policies, procedures, and best practices to improve efficiency and customer satisfaction
• Monitor key performance indicators (KPIs) and metrics to assess team performance and identify areas for improvement
• Develop and execute customer support strategies aligned with the company's overall goals and objectives
• Collaborate with senior management to identify opportunities for enhancing the customer experience and operational efficiency
• Stay current with industry trends and best practices to ensure the support team remains competitive and innovative
• Act as a point of escalation for complex customer issues
• Build and maintain strong relationships with key customers and stakeholders
• Gather and analyze customer feedback to inform continuous improvement initiatives
• Work closely with other departments such as Sales, Onboarding, Product Development, and Engineering to ensure a seamless customer experience
• Provide insights and recommendations based on customer feedback to drive product and service improvements
• Participate in cross-functional projects and initiatives to support company-wide objectives
• Prepare and present regular reports on customer support performance, trends, and insights to senior management
• Utilize data analytics to identify patterns, trends, and areas for improvement within the customer support function
• Implement and leverage customer support software and tools to optimize operations and reporting

Benefits

• A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, retirement savings plan matching, and stock options
• A 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
• Support for all your breaks: from vacation to rest and recharge, your birthday off to celebrate, health days to support your physical and mental health, and parental leave top-ups to support your growing family