Customer Support Manager
Lone Wolf Real Estate Technologies IncCambridge, ON, CA30+ days ago
Salary
CA$28.25 hourly
Job type
- Full-time
- Remote
Job descriptionCreate high performance environment for team members Manage all aspects of direct staff (onboarding, performance, merit, warnings), development and recruitment Coaching direct reports through one on ones to meet their personal and professional goals Analyzing and interpreting call center reports, managing resources to meet team KPIs Maintain a good professional relationship with cross departmental such as Customer Success, Professional Services, and Product Proactively communicate trends and internal and external pain points based on data analysis Evaluating processes for continuous improvement and coordinating for betterment of the process Manage escalations from internal and external sources Proactively communicate key challenges, priorities, staff changes or requirements to your leader in a timely manner
Skills & Requirements
- 5-10 years’ experience in Customer Support is required
- 3 years; experience as a team lead or Sr. Customer Support Representative
- Experience with Salesforce or a similar ticketing system preferred
- Post graduate education is preferred but not required
- Experience in working in a SaaS type company is preferred but not required
- Previous experience managing a downline with multiple Team Leads and multiple products preferred
- Advanced analytical skills
- Advanced coaching, development and listening skills