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    Team Lead - Toronto, ON, Canada - Collage HR

    Collage HR
    Collage HR Toronto, ON, Canada

    2 weeks ago

    Default job background
    Description
    Team Lead, Support Operations (remote in Canada)

    Organizations rely on 10KC to build, manage, scale, and measure all of their mentoring and networking experiences in one fully integrated platform.

    Our clients include Fortune 100s like the Royal Bank of Canada (RBC), PwC, Adidas, General Electric (GE), Johnson & Johnson, post-secondary academic institutions across Canada, and diversity networks like Ascend and Black Professionals In Tech Network (BPTN).

    We have big plans to grow and are building a world-class team to help us achieve our ambitious goals
    10KC is permanently remote and building a digital-first culture. Are you a passionate leader with a knack for technical writing? Do you excel at transforming complex concepts into clear, user-friendly guidance? If so, then join our growing team as Team Lead, Support Operations

    In this dynamic role, you'll shape our Support Team by mentoring our User Support Specialists to deliver exceptional service while spearheading the creation of top-notch knowledge base resources.

    Collaborate closely with product and engineering teams to develop outstanding guides, tutorials, and help materials that directly empower our users.

    If you possess a strong background in technical documentation, excellent communication skills, and an unwavering commitment to customer satisfaction, this is the opportunity for you

    Build and mentor a high-performing team of User Support Specialists, motivating them to achieve departmental goals and provide best-in-class support experience to our end users.


    Technical Troubleshooting:
    Manage the escalation process for complex customer issues, ensuring collaboration with technical teams and timely resolution.
    Develop and maintain a clear, consistent voice across all documentation through style guides and content templates.

    Content Strategy:
    Develop and execute a comprehensive strategy for user guides, FAQs, knowledge base articles, and other critical documentation resources.

    Partner with product, engineering, and other stakeholders to gather product information, ensure content accuracy, and stay aligned on release schedules.


    Leadership:
    Proven experience managing and developing a technical writing team.

    Technical Writing:
    Minimum of 5 years of experience as a technical writer, with a demonstrated expertise in documenting SaaS products.
    Excellent organizational skills for managing multiple projects and priorities.

    Communication:
    Exceptional written and verbal communication skills, and the ability to translate technical concepts for diverse audiences.
    Assets
    Experience in a Support role, preferably for an Enterprise SaaS platform.

    We believe in paying top-of-market base salaries to foster a high talent density, meaning we aim to attract and retain the very best people in our field.

    Equity, Diversity & Inclusion @ 10KC

    As a diversity founded and grown company , we're dedicated to building a diverse and inclusive community - one where employees feel a sense of belonging and are valued for their contributions and the perspectives they bring.

    We celebrate and support our differences. Whatever your background, race, creed, sex, gender, orientation, religion, people with living with disabilities, and foreign-born residents - you belong here
    Wholesome health & dental benefits coverage
    Employee and family assistance program (support for mental health, family & relationship, child & eldercare, work & career, legal, financial, and more)
    Flexible, uncapped time off program
    Employee connectivity program powered by our software
    Home office set up allowance
    Monthly internet and phone stipend
    Permanently remote in Canada (with options to work short-term abroad)
    Flexible working hours to suit your lifestyle and needs
    #
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