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Manager Client Support

The Judge Group - Toronto

This is a Contract position in Toronto, ON posted November 24, 2017.

Our client is currently seeking a Manager Client Support
The right candidate for this role is an experienced people leader who’s worked in the tech space long enough to know that the ins and outs of response times and ticket queues don’t really matter if you’re not coaching and mentoring your front line team to deliver meaningful client support at every opportunity. We’re looking for a people-focused leader with a background in development or Tech, who has a keen eye for process improvements and a strong desire to make a difference in a high-growth company. Right now, our team communicates with over a 1000 users per day that are interacting with the exchange platform. This role would oversee our Client Success Managers who work tirelessly to ensure our Clients have nothing short of a positive experience with the product. 

This job will have the following responsibilities: ¿ Oversee the success of Client Support, provide leadership and direction while fostering a culture of exceptional service ¿ Work to further define roles & responsibilities and set clear objectives for performance expectations ¿ Flush out appropriate support metrics that drive meaningful customer interactions, and build out tracking tools to support growth ¿ Manage the overall schedule and workload of the Client Support team, collaborate on assigning priorities, responsibilities and incoming projects to appropriate team resources ¿ Acting as an escalation point for support staff when appropriate. Escalate issues and liaise with our Solutions team to resolve bugs or feature requests that enhance our client experience¿ Lead and engage staff in continuous improvement and growth conversations, prioritize regular 1:1’s and seek out engagement strategies that help teams win¿ Monitor and maintain vigilance with internal systems for unusual client activity Proficiency in SQL and experience in Agile SDLC would be considered an asset on the resume! 

Qualifications & Requirements: ¿ 3-5 years experience running a technical support team, leading people in a customer service-oriented department ¿ Exposure building out and growing customer support processes and tools to increase efficiency ¿ A growth mindset! ¿ Experience writing SQL queries to retrieve client data ¿ Experience diagnosing & troubleshooting common web and mobile issues (Ex. Different OS’s, Browsers, Resolutions, Etc.)
This is a fantastic role for someone who enjoys managing people, projects, operations and technologies in a very fast paced environment, and can handle shifting priorities without shying away from problem solving…in fact you are looking to constantly take on more scope to broaden your skill set. 

Skills Required

  • Education level: None
  • Work experience (years): None

Package

Salary: N/D

How to Apply