Manager, Customer Support - Toronto, Canada - Royal Bank of Canada

Royal Bank of Canada

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Come Work with Us
At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose.

Whether you're helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work that matters in the world, in an environment built on teamwork, service, responsibility, diversity, and integrity.

Job Title
Manager, Customer Support - RBCx Ventures (Mydoh)

RBCx pursues big, bold ideas and leverages RBC's extensive experience, networks, and capital to help shape what's next. Our four pillars - Banking, Capital, Platform, and Ventures - combine to support tech businesses of all sizes and stages, making us the go-to backer of Canadian innovation. Our people are our most valuable assets, which is why we invest deeply in making sure RBCx isn't just a place to work, but a place to belong. We're currently looking for ambitious trailblazers and curious minds who want to help grow the next generation of Canadian tech companies. If that's you, we can't wait to connect.

What is the opportunity?
We are looking for a talented and passionate team-player to join the Mydoh team as Manager, Customer Support.

In this role, you will lead a team of Customer Support Specialists to provide exceptional support to our families across Canada.

You will wear multiple hats and bring an entrepreneurial mindset and energy to leading a team and working closely with our users to ensure satisfaction.

You will balance problem-solving and creative-ideation techniques to surface innovative and disruptive ideas to address user feedback and issues.

What will you do?

Manage a team of exceptional Customer Support Specialists, providing 1:1 coaching, and creating growth opportunities
Support the development of each team member through coaching and targeted skill building
Actively assist with user escalations and complex tickets, making sure every user interaction is an exceptional one
Be responsible for and report on key CS metrics, and drive team accountability to meet and exceed KPIs
Continuously enhance and optimize our Help Centre/FAQs to ensure our users have the best selfserve experience possible. Check out our FAQs at

What do you need to succeed?

Must-have:

Experience leading teams in a customer service capacity
Strong customer service ethic and the ability to communicate flawlessly with customers and team members (both through written and verbal communication)
Extensive experience in customer facing roles
Passion to drive change and make an impact
Proven ability to think big picture strategy and rollupyour sleeves to deliver
Flexibility to work occasional weekend shifts

Nice-to-have

Previous experience working in a startup environment or at a Contact/Call Centre

RBC is committed to supporting flexible work arrangements when and where available. Details to be discussed with Hiring Manager.

What's in it for you?

A comprehensive Total Rewards Program including bonuses and flexible benefits.
Leaders who support your development through coaching and managing opportunities
Work in a dynamic, collaborative, progressive, and highperforming team
Ability to make a difference and lasting impact

RBCX

VSCUSTOMERSUCCESS

Job Summary

Address:

TORONTO, Ontario, Canada

City:

CAN-ON-TORONTO

Country:

Canada

Work hours/week:

37.5

Employment Type:

Full time

Platform:

Ventures

Job Type:

Regular

Pay Type:

Salaried

Posted Date:

:00

Application Deadline:

:00

Inclusion
and Equal Opportunity Employment
At RBC, we embrace diversity and inclusion for innovation and growth.

We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work.

We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

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