About iLobby Visitor Management : iLobby is the global leader of SaaS-based enterprise visitor management system, with an easy, reliable and innovative platform that has become an integral part of day-to-day operations for major governments, banks, airports, manufacturers, and Fortune 500 companies worldwide.
With iLobby, we help clients succeed in tracking, managing, and monitoring who is in their building while increasing security and efficiency.
At iLobby, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual.
Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas.In being a great place to work, we are proud to offer a range of experiences and opportunities that will help our employees to achieve their career and personal goals and enable them to live a healthy and balanced life.
This is a hybrid position where you'll be required to be in office at least two days a week with the flexibility to work from home the remaining days if desired.
About the Role : At iLobby, we are looking for flexible go-getters who welcome the challenge of meeting the needs of a growing business.
We are looking for a key member of our Customer Experience leadership team to serve as the single owner for our support and education function.
In this position, you will report to the VP, Customer Experience and will lead the support / education team and be responsible for managing it and building for the future to meet the needs of our customers as we scale.
If you’re an experienced support leader looking for an opportunity to lead, build, and contribute to the needs of a growing company this is the role for you! After consistently proving yourself as a top leader in the customer experience organization, you will have the opportunity to grow within iLobby.
Duties & Responsibilities : Lead & Coach Team : Provide leadership on support strategy and rollout of new initiatives. Manage direct hires (3-4 ICs) and ensure they are supported in what they need to succeed and grow.
Drive Performance : Drive key metrics like First Response Time, Time to Close, CSAT and ticket efficiency through automation.
Product Expert Serve as a subject matter expert on existing and new functionality to support your team and ensure the proper help center content is built out to support customers.
Build / Automate : Develop a scalable strategy for the support function at iLobby through automation and process improvements.
Data Analysis : Proactively review key support metrics to highlight insights, ensure capacity is in place and we’re putting place improvements to enhance the support experience for our customers.
Manage Escalations : Point of contact to ensure efficiency for escalation management and act as a resource for those taking shifts when guidance is required.
Collaboration : Partner with other members of the Customer Experience and Engineering teams to meet the needs of our customers.
Build an Education Strategy Once support responsibilities are under control and all team roles are filled you’ll take the lead to build an education strategy including in-app product adoption with tools like Pendo, help center resources and building other content our customers can benefit from.
Requirements : Experience in a Customer Support leadership position in a technology environment. You’re adaptable and able to lead a team effectively through change & challenges.
Experience building out Customer Education / Adoption programs to support customers at scale.You’re a collaborative leader and able to get into the weeds with your team when necessary.
You lead by example and don’t shy away from taking a ticket when needed.Strong experience with utilizing ticket flow and knowledge-base systems.
Experience in managing customer escalations and developing repeatable processes.You’ve had ownership over Customer Support metrics in a past role and comfortable updating executive management and providing insights.
You have experience collaborating with product and engineering teams.Why Work at iLobby?iLobby is the global leader in enterprise visitor management, helping complex enterprises digitize, optimize, and automate their key facility process from streamlined visitor management to emergency evacuation, our Facility OS Platform is cutting edge and driving significant value with our customers.
We work hard and play hard, and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment that provides :
Senior Manager, Procurement and Facilities
Develop and deliver comprehensive procurement strategies and advisory services to achieve savings goals working directly with business unit leaders, IT leaders, program, and supplier managers, and maintain up-to-date knowledge on internal/external cost and demand management strategies for the facili...
Senior Manager, Marketing & Web Analytics
The SeniorManager, Marketing and Web Analytics will play a critical role in impacting our business by fueling data-driven insights that will empower our team to make informed decisions and strategies for the digital presence and ad buying strategies of our 500+ businesses. You are a driven and intel...
Senior Project Manager
Organize “use case studies”/ simulations to confirm functional and integration requirements, and ensure that end users understand how the ICT systems will support operations, and ensure patient and staff safety. Proactively identify and mitigate risk wherever it may arise with a focus on improving p...
Senior Manager, Personal Banking & Investments Finance
Proactively provide expert analysis and advice to the VPs of TIS and MFD through reporting and insights including providing key information, and ongoing advice to enable management decision making and establish action plans to maximize financial performance. This position plays a key role on the P&a...
Bilingual Customer Support Manager
Implement, oversee and support customer audit and reconciliation functions for assigned territory and complete/reconcile 90% of total territory in order to maintain customer account integrity and support company policies & procedures. Monitor and support a customer territory of Tier 1 and 2 accounts...
Senior Manager, Management Accounting and IFRS 17 reporting
The candidate is part of the management reporting team, working together with other peer managers, reporting to the Senior Director, Management Reporting to provide valued financial information and act as a trusted advisor to business units, senior management in Asia and Group office. Incumbents in ...
Senior Manager- Core Audit- Assurance- ICFR and PCAOB Experience Required
Our Total Rewards package includes a comprehensive medical, prescription drug and dental coverage, a defined contribution pension plan, a great vacation policy plus firm paid days that allow you to enjoy longer long weekends throughout the year, statutory holidays and paid personal days (based on pr...
Senior Manager, Liquidity and Funding Management
Supports development and execution of Enterprise's liquidity and funding risk management strategy for executive and Board approval in collaboration with Market Risk Management to recommend liquidity and funding-related risk appetite limits. From in-depth training and coaching, to manager support and...
general manager - health, education, social and community services and membership organizations
Authorize and organize the establishment of major departments and associated senior staff positions. Allocate material, human and financial resources to implement organizational policies and programs. Establish objectives for the organization and formulate or approve policies and programs. Select mi...
Senior Manager, Global Client & Payment Screening
In support of the RBC Global Financial Crime Program, the Senior Manager of Global Client and Payment Screening will be given the opportunity to utilize their understanding of risk management / compliance processes, exceptional judgement and business savviness to assist with the Global Client and Pa...