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Cambridge

    Customer Support Manager - Cambridge, Canada - Lone Wolf Real Estate Technologies Inc

    Lone Wolf Real Estate Technologies Inc
    Lone Wolf Real Estate Technologies Inc Cambridge, Canada

    6 days ago

    Default job background
    Description
  • Create 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
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