- Own the strategy, hiring, promotions, and forward planning for the Customer Support department
- Coach and provide regular feedback to team members, with a focus on conversation quality, accuracy of information, tone, and communication skills
- Oversee team member training, and create effective onboarding and development pathways for team members
- Ensure the Customer Support department can react quickly to company growth by implementing scalable processes, developing staff, and hiring
- Set standards and goals for the team, with a focus on metrics like response time, customer satisfaction, and workload balance across team members and timezones
- Develop clear and easy-to-follow guidelines for how our live chat support should be conducted
- Run weekly team meetings and 1:1s on important issues, coaching opportunities, goals, and updates relating to the department
- Manage a global team, ensuring processes are followed and quality is achieved in all regions
- Oversee internal and external Customer Support documentation
- Provide opportunities for long-term team member growth and development
- Use clear data, evidence, and best practices to drive all decisions
- Ensure a strong, positive, and collaborative culture among the Customer Support team, where achievements are recognized and team members feel well-supported in their work
- Long-term experience leading and scaling Customer Support teams and processes in fast-growing environments
- A long-term background in managing text-based live chat customer support
- Ability to coach team members on communication style, messaging, delivery of information, and efficiency
- Exceptional written and verbal communication, with a keen awareness of how messaging and communication style can impact customer conversation outcomes
- High level of technical proficiency, and a clear understanding of how technology can enable a Customer Support team to thrive
- Ability to set and achieve strategy-based objectives with a team, and continually monitor and iterate to improve outcomes
- Ability to develop scalable processes, manage projects, and delegate work to ensure an efficient and productive environment
- A people-first mindset, with strong emotional intelligence and the ability to lead through inspiration and action
- Excellent problem-solving skills, with analytical and data-driven thinking
- Ability to collaborate with multiple different departments to champion the needs of customers and your team
- An understanding of digital marketing agencies, their needs, and common SEO/marketing channels is desirable
- Copywriting or other writing/editorial experience is desirable
- Bachelor's degree (or higher) in a relevant field is desirable, or relevant working experience
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Customer Support
Found in: Jobgoal CA C2 - 3 days ago
Harris Computer Ontario, CanadaMedisolution seeks an experienced Customer Support & Implementation Specialist with a solid background in Payroll processing within the Healthcare industry. · As a Customer Support & Implementation Specialist, you will be the frontline point of contact for our clients, providing ...
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Harris Computer Ontario, Canada Full timeMedisolution seeks an experienced Customer Support & Implementation Specialist with a solid background in Payroll processing within the Healthcare industry. · As a Customer Support & Implementation Specialist, you will be the frontline point of contact for our clients, providing ...
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iLobby® Facility & Visitor Management Toronto, CanadaAbout iLobby Visitor Management · iLobby is the global leader of SaaS-based enterprise visitor management system, with an easy, reliable, and innovative platform that has become an integral part of day-to-day operations for major governments, banks, airports, manufacturers, and F ...
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Ontario Medical Association Toronto, ON, CanadaAre you looking to join one of ? · The Ontario Medical Association (OMA) advocates for and supports doctors, seeking to strengthen their leadership role in caring for patients. We continually seek to be the trusted voice in transforming Ontario's health-care system by courageousl ...
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University Pension Plan Toronto, ON, Canada InternshipSHIPPension Services Representative (18-Month Contract) · UPP is the first pension plan of its kind in Ontario's university sector, proudly serving over 39,000 members across four universities and 12 affiliate organizations. Our purpose is to bring greater retirement peace of mind to ...
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Customer Support Manager
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Brambles Mississauga, Canada Full timeCHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, ...
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Customer Support Manager
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Eminence Talent Group Toronto, Canada Full timeCompany Overview: · Our Client is a leading name in the cryptocurrency exchange sector, is committed to delivering superior customer experiences through innovative technology and unparalleled support. As they continue to grow, we are looking for a dedicated Customer Support Manag ...
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Customer Support Specialist
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AgencyAnalytics Inc Toronto, CanadaWe're seeking an experienced customer support champion to join a department that has a stellar internal and external reputation for customer support. Our team provides world-class 24/5 support via Intercom live chat to tens of thousands of digital marketing experts worldwide. · ...
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Customer Support Specialist
Found in: Talent CA C2 - 1 day ago
AgencyAnalytics Inc Toronto, CanadaWe're seeking an experienced customer support champion to join a department that has a stellar internal and external reputation for customer support. Our team provides world-class 24/5 support via Intercom live chat to tens of thousands of digital marketing experts worldwide. · ...
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Director, Customer Support
Found in: Talent CA C2 - 4 days ago
AgencyAnalytics Toronto, Canada CDIDo you know what "world-class customer support" means? Read on: · We're hiring a Director of Customer Support to lead a growing 15-person team. You'll step into a department that has an absolutely stellar reputation for customer support, both internally and externally (don't take ...
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Customer Support Manager
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Customer Support Leader
Found in: beBee S2 CA - 1 day ago
Float Financial Solutions Inc. Toronto, Canada Full timeAbout Float · Float is one of Canada's fastest growing companies and Top Startups, serving Canadian businesses with our innovative smart corporate card and spend management solution. Float's team is customer-obsessed, passionate, vibrant, and entrepreneurial, and includes executi ...
Director, Customer Support - Toronto, Canada - AgencyAnalytics Inc
Description
Do you know what "world-class customer support" means? Read on:
We're hiring a Director of Customer Support to lead a growing 15-person team. You'll step into a department that has an absolutely stellar reputation for customer support, both internally and externally (don't take our word for it: read what our customers say about us on places like ).
Our team provides 24/5 live chat support to tens of thousands of digital marketing professionals who use our platform worldwide. As Director of Customer Support, you'll report to the VP of Customer Success, working to ensure world-class customer service, fulfill departmental and company goals, and support a growing and talented team of staff.
Like our customers, our team is global, and we enjoy a remote yet highly connected work environment: The culture is friendly, open, and collaborative, with regular Slack conversations, Zoom meetings, and shared projects. Outside of your department, you'll work alongside senior team members from Customer Success, Sales, Marketing, Product, and Engineering.
As a growing company in a high-growth industry, a key priority is to continually put processes, structures, and people in place to ensure the department scales smoothly while maintaining world-class customer service for our users.
We place a high priority on creating a positive, nurturing, and collaborative team environment: We're specifically looking for someone with a proven track record of rolling up their sleeves to coach staff members to achieve their best, and someone who knows how to rally a team to foster a tight-knit environment that crushes KPIs and wows customers.
What You'll Bring