Jobber
Software
Manager,CustomerSupport
Neural analysis suggests this role is
optimal for Senior candidates.
“Manager, Customer Support at Jobber. Skills: Managing a team, Customer support, Coaching, Performance management, Customer experience improvement. Manage an initial team of 10-12 individuals and optimize results through effective performance management planning. Identify recurring behavioural patterns across your team and coach to root cause”
What You'll Achieve.
Empower your growing team; Directly impact the development of our processes; Improve our customer experience; Optimize results through effective performance management planning; Drive both qualitative and quantitative results; Continually builds efficiency with phone, chat and email support while maintaining high customer satisfaction scores; Own reduction in ramp-up time for new hires; Ensure our scaling team continually builds efficiency; Maintain high customer satisfaction scores
Industry & Context.
Identify recurring behavioural patterns across your team and coach to root cause, not one-off incidents; Troubleshooting custom workflows; Utilizing sound judgment to balance customer experience with business impact
What They're Looking For.
Must Have
Recent experience managing in a high-volume customer support or contact centre environment, Tested and mature coaching and leadership frameworks, Demonstrated change management rigor, Experience driving impact at scale, beyond immediate direct reports, A track record of ambitious career growth, exceptional customer support and the ability to motivate others to do the same, To think big, yet manage the details, Next level communication and relationship building abilities, A genuine connection to our purpose
Nice to Have
Managed a team of 6-15 direct reports, Comfort with support tooling such as Intercom, Salesforce Service Cloud or similar, Ability to pull and use data to drive decisions, even when the reporting isn't perfect
What You'll Do.
Manage an initial team of 10-12 individuals and optimize results through effective performance management planning
Identify recurring behavioural patterns across your team and coach to root cause
Navigate escalated customer situations that fall outside standard policy
Build and iterate on performance management frameworks
Build and maintain a highly-engaged and motivated team based on a culture of performance
Drive both qualitative and quantitative results to ensure our scaling team continually builds efficiency with phone
chat and email support while maintaining high customer satisfaction scores
Drive and encourage feedback loops to help amplify a customer support environment focused on the needs of the customer and rooted in empathy
Be incredibly reliable for our customers by utilizing communication skills to communicate with multiple stakeholders when things might not be going how they expected
Strive for execution excellence through the optimization of our platforms/tools
re-communicate (and maybe even obsess a bit) over success metrics and forecasting to coach
and provide quality service from every team member
Support the recruitment
onboarding and optimization of department specific training for top talent joining our Product Support team
Become an ambassador of our culture
How You'll Work.
Team & Collaboration
Collaborate with other leaders and departments at Jobber (Sales, Product, Marketing) to ensure the team can provide informed and proactive support in accordance with all campaigns, product launches and customer initiatives
Communication Scope
Next level communication and relationship building abilities; Communication skills to communicate with multiple stakeholders
Full Job Description
DOES YOUR DEFINITION OF SUCCESS MEAN EMPOWERING OTHERS? Then Jobber might be the place for you! We’re looking for a Manager, Product Support (Customer Support) to be part of our Customer Success department. Jobber exists to help people in small businesses be successful. As featured in the Globe and Mail https://www.theglobeandmail.com/business/article-tech-firm-jobber-hits-it-big-by-thinking-little-as-in-plumbers/, we work with home and field service companies to help them better quote, schedule, invoice and collect payments from their customers. Having been named the #2 fastest growing software company https://business.financialpost.com/pmn/press-releases-pmn/business-wire-news-releases-pmn/jobber-ranks-as-the-2-fastest-growing-software-company-by-canadian-business-2019-growth-500 in Canada and one of Fast Company’s Most Innovative Companies in 2020 https://business.financialpost.com/pmn/press-releases-pmn/business-wire-news-releases-pmn/jobber-makes-fast-companys-2020-worlds-most-innovative-companies-list, it’s clear we’ve come a long way from our first customer in 2011 – but we’ve just scratched the surface of what we want to accomplish for our customers https://academy.getjobber.com/resources/success-stories/how-lawn-landscapers-grew-client-accounts-with-jobber. Our product provides entrepreneurs the flexibility of working in their office or the field and we offer that same opportunity to our employees. You will have the choice to work in either our Edmonton or Toronto offices or remotely anywhere within Canada. We’re committed to ensuring the best experience for all Jobberinos to do impactful work. We weren’t named a top workplace in Canada for nothing! The Team: Our Success team collaborates with other departments and stakeholders to bring our company values to life for our customers. By embodying our values of being humble, supportive, and truly giving a sh*t, the Success team ensures that all our customers can be successful in Jobber. Our Product Support tea
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