Remote Customer support Jobs in Etobicoke, ON

Description

We’re seeking a Customer Support,  Team Lead to join our growing global team, working alongside the Senior Manager, Customer Support. Our department is renowned for stellar customer support, both internally and externally (just check our reviews on platforms like g2.com).

This role will have the following shift hours : 7pm-3am ET.

What You'll Do

• Support and coach a team of  Customer Support members with a focus on conversation quality, accuracy, tone, and communication skills.
• Cultivate a strong, positive, and collaborative team culture, recognizing individual and collective achievements, celebrating successes and supporting team members.
• Contribute to training programs and ensure smooth onboarding experiences for new hires.
• Build strong relationships with cross-functional stakeholders to enhance processes and operational efficiencies.
• Contribute to the achievement of quarterly goals and team-wide OKRs, focusing on metrics like response time and customer satisfaction.
• Review and enhance our live chat offering, suggesting improvements to the customer experience.
• Conduct weekly 1 : 1s with direct reports, providing feedback, sharing updates, and ensuring overall team member success and well-being.
• Ensure adherence to processes and quality across all regions, working with leadership and other Team Leads.
• Oversee internal Customer Support documentation and assist the Documentation Manager with external content as needed.

What You'll Bring

Compensation

Our base salary for this role ranges from $69,600 to $104,300 CAD . Compensation is determined by factors such as market salary data within Canada, technical skills, previous work history, and internal pay equity. Many positions also include additional variable compensation, which our Talent Acquisition team will discuss with you during the interview process.

AgencyAnalytics is an equal-opportunity employer and is committed to providing an accessible recruitment process. We welcome applications from all qualified individuals and are committed to equal employment opportunities regardless of gender identity or expression, race, ethnic origin, creed, place of origin, age, sex, marital status, physical or cognitive need, sexual orientation, and any other category protected by law. Upon request, we will provide accommodation for applicants with disabilities.

All your information will be kept confidential.

At AgencyAnalytics, we empower marketing agencies with cutting-edge tools to streamline their reporting processes and elevate their client relationships. As a leading B2B SaaS company, we specialize in providing automated reporting software tailored to the unique needs of marketing professionals worldwide. Our mission is to revolutionize how agencies analyze and communicate data, ultimately helping them drive better results for their clients.

We're a founder-led Canadian success story that started in 2010, and we're over 140 strong today.