Jobs
>
Toronto

    Director, Customer Support - Toronto, Canada - AgencyAnalytics

    AgencyAnalytics
    AgencyAnalytics Toronto, Canada

    5 days ago

    Default job background
    CDI
    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.

    • 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

    What You'll Bring

    • 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
  • DXC Technology

    Remote Customer Support

    1 day ago

    DXC Technology Toronto, Canada

    Ce poste est moins lié à l'informatique et plus **spécifique à l'assurance-vie**. C'est l'occasion idéale de commencer votre carrière dans le secteur de l'assurance · Ce poste est à pourvoir à distance, n'importe où au Canada. · En tant que membre de l'équipe Licences et contrat ...

  • LumiQ

    Customer Support

    1 day ago

    LumiQ Toronto, Canada

    We're LumiQ - an audio-first professional education platform for CPAs. We help CPAs get their continuing professional development (CPD) hours through engaging podcasts with business leaders (the CFOs of Slack, Shopify, Yelp, Yahoo, TD Bank, and Wealthsimple just to name a few). C ...

  • Blackcart

    Customer Support

    5 days ago

    Blackcart Toronto, Canada

    Blackcart's Try Before You Buy software brings the in-store shopping experience to eCommerce. We integrate into existing eCommerce stores, enabling shoppers to try products at home for free and only pay for what they decide to keep. Blackcart-powered merchants see 24% higher purc ...

  • BlackCart

    Customer Support

    6 days ago

    BlackCart Toronto, Canada

    · Blackcart's Try Before You Buy software brings the in-store shopping experience to eCommerce. We integrate into existing eCommerce stores, enabling shoppers to try products at home for free and only pay for what they decide to keep. Blackcart-powered merchants see 24% higher p ...

  • Float Financial Solutions Inc.

    Customer Support Leader

    23 hours ago

    Float Financial Solutions Inc. Toronto, Canada

    **About 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 exe ...

  • Wave

    Customer Support Specialist

    3 days ago

    Wave Toronto, Canada

    We believe small businesses are at the heart of our communities, and championing them is worth fighting for. We empower small business owners to manage their finances fearlessly, by offering the simplest, all-in-one financial management solution they can't live without. · **About ...

  • Xylem

    Customer Support Specialist

    1 day ago

    Xylem Toronto, Canada

    We're Hiring for a Customer Service Specialist · If you are excited and passionate about helping #LetsSolveWater, consider joining our team today **Xylem**, Inc.** is a leading global water technology company servicing more than 150 countries and is dedicated to solving the world ...

  • Super Locksmith Services

    Customer Support Agent

    1 week ago

    Super Locksmith Services Toronto, Canada

    The role of the Customer Support Agent is to provide customer-focused support. The role is at the junior level and includes but is not limited to onboarding new accounts, providing support, managing relationships, and optimizing campaigns. The Customer Support Agent works closely ...

  • Emonics

    Customer Service Support

    1 week ago

    Emonics Toronto, Canada

    Role · - Customer Service Support · - BilingualKey · Location - Toronto, ON · **Skills**: · - Responsible for providing Bilingual Customer Service Support. · - Service Now reporting, perform ticket analytics, helpdesk analyst. · - providing L1/L1.5 support, excellent customer han ...

  • OANDA

    Customer Support Intern

    5 days ago

    OANDA Toronto, Canada

    Everyone at OANDA is focused on our vision to transform how our customers can meet all their currency needs. We are revolutionising the world of currency trading by providing innovative trading experiences, currency data and analytics solutions. Dare to be open, bold, focused - o ...

  • Manulife

    Customer Support Analyst

    23 hours ago

    Manulife Toronto, Canada

    We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out ...

  • Lone Wolf Technologies

    Customer Support Associate

    2 hours ago

    Lone Wolf Technologies Toronto, Canada

    **We're here to make real estate transactions simpler. We do that by providing a digital lead-to-close experience for agents, brokers, and their consumers. We've seen a lot of change over the past 30 years—but we've been here to support real estate from day one.** · **With the di ...

  • Red Label Vacations

    Customer Support Agent

    1 week ago

    Red Label Vacations Toronto, Canada

    **GROW YOUR CAREER** · **Position**:Customer Support Agent · **Status**:Full Time · **Department**:Web Reservations · **Reports to**:Manager, Customer Support, Retail & Web · **Location**:Remote · **The Opportunity** · If you have a great passion for **vacation planning**, and ar ...

  • 7Shifts

    Customer Support Representative

    23 hours ago

    7Shifts Toronto, Canada

    7shifts is an all-in-one team management software platform designed for the restaurant industry. We're used by 1 in 10 restaurant workers and over 50,000 restaurants across North America. Our mission is to simplify Team Management and improve performance for restaurants, with a l ...

  • GlossGenius

    Customer Support Expert

    1 week ago

    GlossGenius Toronto, Canada

    **About GlossGenius** · GlossGenius is building an ecosystem enabling entrepreneurs to succeed. We empower small business owners to focus on being creators, not admins, by offering a range of business management tools including booking and scheduling, marketing, analytics, paymen ...

  • Cardata

    Customer Support Representative

    6 days ago

    Cardata Toronto, Canada

    At Cardata, our goal is to simplify the administrative and financial burdens experienced by companies with employees on the road. We partner with our customers to find the easiest and most cost-effective solution, using best-in-class technology, to reimburse their employees for u ...

  • LifeLabs

    Customer Support Agent

    1 day ago

    LifeLabs Toronto, Canada

    LifeLabs is the largest community diagnostics laboratory in Canada, serving the healthcare needs of Canadians for over 50 years. Our team members are truly centred around our customers, and we know that behind every lab requisition, sample being tested, or investment in technolog ...

  • Wave HQ

    Customer Support Specialist

    3 days ago

    Wave HQ Toronto, Canada

    We believe small businesses are at the heart of our communities, and championing them is worth fighting for. We empower small business owners to manage their finances fearlessly, by offering the simplest, all-in-one financial management solution they can't live without. · **About ...

  • EcoVadis

    Customer Support Specialist

    1 week ago

    EcoVadis Toronto, Canada

    Company Description · - Work smart, have fun and make an impact_ · **Our purpose is to guide all companies toward a sustainable world.** · EcoVadis is the leading provider of business sustainability ratings. Our solutions are backed by an international team of experts and powerfu ...

  • Xylem

    Customer Support Specialist

    1 week ago

    Xylem Toronto, Canada

    We're Hiring for a Customer Service Specialist · If you are excited and passionate about helping #LetsSolveWater, consider joining our team today **Xylem**, Inc.** is a leading global water technology company servicing more than 150 countries and is dedicated to solving the world ...