Manage an initial team of 12-13 individuals and optimize results through effective performance management planning
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.
Collaborate with other leaders and departments at Jobber to ensure the team can provide informed and proactive support in accordance with all campaigns, product launches and customer initiatives.
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 strong 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.
Analyze, communicate, re-communicate (and maybe even obsess a bit) over success metrics and forecasting to coach, scale, and provide quality service from every team member.
Recruit, onboard and optimize success training to reduce ramp-up time for new hires.
Become an ambassador of our culture by being humble, supportive
and someone who truly gives a sh*t!

Previous experience working in a customer support function, in a high volume organization
Strong previous people leadership or management experience in a support function
Experience managing a support team within a high volume, call centre environment
A track record of ambitious career growth, exceptional customer support and the ability to motivate others to do the same.
A strong understanding of Service Cloud/Zendesk/Intercom/excel spreadsheets or anything similar, and any other methodology of getting the data you need to be successful.
To think big, yet manage the details. You can see the big picture, but are also laser focused on delivery and execution.
Next level communication and relationship building abilities. We move fast, which means you’ll need to build a high degree of trust with peers and key stakeholders.
Ability to communicate and articulate strategic ideas with executives and deliver on high-level concepts.
An incredible passion for our customer and a connection to our purpose
to help small businesses be more successful.

A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind
matching in RRSP, TFSA or FHSA, and stock options
A dedicated Talent Development team and access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential.
annual stipends for health and wellness
retirement savings matching

Customer Support Manager

Key skills