Customer support manager Jobs in North York, ON

this is an onsite opportunity based in downtown Toronto)

Our client is a Series A startup helping businesses globally. They are one of Torontos fastest growing startups and are looking for Customer Support Representatives to join their team!

• 60% of the role will be focused on working directly with customers
• 40% of the role is leading projects and initiatives (training team refining processes improving documentation and customer resources)
• Mentor and develop a team of customer support representatives fostering a highperforming customerfirrst culture
• Serve as the goto expert for resolving complex customer issues through handson troubleshooting and cross functional collaboration
• Ensure smooth onboarding resolve product inquiries and tackle technical challenges to enhance customer satisfaction and adoption
• Monitor key support metrics (e.g. response time CSAT) and implement strategies to drive continuous improvement
• Work closely with product engineering and operations teams to escalate and address technical issues and customer feedback
• Develop help center articles onboarding guides and internal process documentation to streamline workflows and elevate the customer experience
• Advocate for customer needs and insights to influence product development and service improvements
• Analyze customer feedback to proactively address recurring issues and suggest process or product enhancements
• Recommend new tools workflows and training opportunities

Requirements

Benefits

Previous experience in sales or a strong desire to enter the sales field, with phone or door-to-door sales experience being a plus. Excellent verbal and written communication skills, with the ability to craft clear and effective messages. A tenacious attitude with the resilience to handle rejection and maintain a positive outlook when reaching potential clients. Strong organizational skills to manage a high volume of leads and multitask effectively in a fast-paced environment. Comfortable using or learning CRM systems and sales automation tools to maximize efficiency. A desire to learn, grow, and contribute to a collaborative team environment. Motivated by exceeding targets, with a proven track record of consistently over-achieving quota. Ability to analyze data to track the effectiveness of outreach efforts and make necessary adjustments. A bachelor\'s degree in business, marketing, or a related field is preferred but not required.