Manager, Technical Support - Toronto, Canada - Caret

Caret

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

CARET brings the latest in technology and automation to over 10,000 legal and accounting firms, empowering highly skilled professionals to refocus their expertise on what truly matters.

CARET harnesses powerful and secure practice management, document automation, and payment processing to take firms, professionals, and their clients further.

Our team-defined values guide how we show up for each other, for our partners, and for our customers:

We succeed together.
We embrace progress.
We care big.
We create space.
This is a remote role working anywhere in the Greater Toronto Area, Ontario.

The Client Services Support Manager requires a high-performing, innovative, customer-centric, and experienced leader.

Working within a remote, fast-changing work environment, you will lead a high performing, customer & employee facing team drawing on your exceptional leadership, coaching capabilities, and commitment to service excellence.

Reporting to the Director of Client Services Support, you will support Caret's mission, vision & values.

You will be responsible for the entirety of daily operations and management of all Client Services activities and have the responsibility for consistently meeting or exceeding key performance indicators and CSAT metrics, as well as identifying trends, opportunities to improve, and related strategies.

You will lead, coach, and empower those that assist our clients and our employees with many aspects of their interaction experiences with our products and ensure they are receiving the appropriate high-level support that they need.

Requirements:

Duties & Responsibilities:

You will manage all day-to-day aspects of Caret's Client Services operation, assisting our clients & collaborating with other departments across multiple channels, and programs.

Working in a remote environment, you will directly lead employees in our Canada, US, and UK office locations to help build exceptional service delivery and continuous improvement focus.

Oversees the daily activities of the Client Services teams by giving guidance, inspiration, and leadership.
Champions the standards for providing exceptional service every day and ensures these standards through training and coaching.
Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together.
Liaise with the internal functions including sales, product management, engineering, network operations, provisioning, and other service functions.
Act as escalation point for major incidents and maintain the incident management framework to ensure a prompt resolution and communication of the incident and maintain a high CSAT rate.
Remain aware of new product developments ensuring input and tactical direction to the business on customer service and support challenges.
Cascade business objectives and targets to the team.
Review daily priorities and take appropriate action to ensure results are achieved.
Participate, collaborate, and allocate support resources for other CARET legal related initiatives such as Support Q&A sessions, Knowledge Events and Release Readiness Program to enable the Center of Excellence crossfunctional teams align best practices and processes globally.

Skills & Requirements:

Minimum 35 years of Leadership experience in a Contact Centre environment, leading and managing a medium to large team of Client Services professionals within a customercentric inbound service organization.
Bachelor's Degree OR 5+ years of relevant experience.
Strong interpersonal and team player skills with an ability to communicate at all levels, both to internal and external stakeholders.
Previous handson experience using Zendesk, or similar ticketing platforms would be a definite asset. Salesforce experience is a plus.
A passion for mentoring and developing people.
Experience in managing/leading a diverse, highperforming team in a global remote work environment, (you will lead teams in our Canada, US, and UK locations) as well as motivating and inspiring them to achieve desired results and strategic objectives.
Capable of and leads difficult conversations when situations warrant.

Benefits