Jobs

    Manager, Customer Experience - Canada - 7shifts Employee Scheduling Software Inc.

    7shifts Employee Scheduling Software Inc.
    7shifts Employee Scheduling Software Inc. Canada

    1 week ago

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    Description
    As the Manager, Customer Support at 7shifts you will lead team performance, provide coaching, and ensure exceptional customer experiences.

    Reporting to the Director, Service Delivery you will be pivotal in advocating for resources, leading projects, and refining our service delivery approach.

    Your collaborative and strategic efforts with internal stakeholders will focus on improving processes, implementing cross-training initiatives, and enhancing playbooks to boost efficiency and foster high performance.

    We're building an inclusive work environment that is representative of the diverse industry we have the pleasure of serving and encourage candidates from all backgrounds to apply.

    Actively manage team performance by setting clear KPIs and fostering a high-performance culture to ensure exceptional service delivery
    Provide coaching and development to team leads and individual contributors, ensuring they have the necessary skills to provide exceptional service to customers
    Take ownership of high-priority projects aimed at advancing the Service Experience department and improving overall service delivery
    Enhance the Service Delivery model to meet evolving business needs through initiatives such as cross-training and channel optimization
    Lead departmental and cross-functional projects focused on process improvement and playbook enhancements, collaborating with various teams to drive efficiency and improve customer service
    Proven experience managing customer support teams in SaaS, adept at utilizing various models to ensure exceptional customer experiences
    Demonstrated ability to lead large teams and mentor leaders, with a track record of cultivating high-performance teams through effective leadership
    Proficient in navigating ambiguity and making well-considered decisions, willing to take calculated risks and explore innovative approaches to service delivery
    Track record of project ownership from ideation to implementation, effectively balancing strategic initiatives with day-to-day team management responsibilities
    Proficient in operational requirements for US & CAD payroll products
    Skilled in building and scaling teams, with insights into necessary technologies for success
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