Role overview
Employment type: Full-time
Pay:$43.00 - $50.00/hour
Customer support leadership
You’ll lead a customer support team, coach and develop solutions analysts, manage team performance, handle escalated customer issues, and help improve support processes and service quality.
Team management
- Lead and support a team of customer-focused solutions analysts.
- Provide timely feedback based on support performance, call audits, and case audits.
- Apply established performance management standards and processes.
- Coach, mentor, motivate, and develop team members.
- Participate in hiring and training and conduct performance reviews.
- Promote a positive work environment and continuous learning.
- Monitor team performance and identify opportunities for improvement.
Support operations and escalations
- Serve as an escalation point for high-impact customer issues.
- Collaborate with other customer support managers to resolve service issues.
- Work across teams to address customer concerns.
- Coordinate with product, SaaS operations, and other internal teams when needed.
- Communicate changes to operating procedures and support processes.
- Establish best practices and maintain quality standards.
- Support special projects, including knowledge base and integration initiatives.
- Help improve support processes, tools, and systems.
Skills and experience
- 4+ years of business experience in a customer support environment.
- 3+ years of demonstrated management or leadership experience.
- Post-secondary degree or diploma.
- Ability to lead effectively in a fast-paced environment.
- Strong written and verbal communication skills.
- Ability to improve team performance through coaching, mentoring, and development.
- Ability to identify and clearly communicate risks to success.
- Experience developing, reinforcing, and managing operational standards, policies, and procedures.
- Exposure to AI tools and an interest in using them to improve work content and user experience.
- Strong teamwork, professionalism, and work ethic.
Preferred background
- Experience with Microsoft 365 Copilot.
- Experience with Knowledge-Centered Support.
- Experience with workforce management applications.