Global Client Support Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Accountable for delivering the StoreForce Solution through client assistance.

• Oversee daily operations of the helpdesk; provide guidance and follow-up to ensure the team meets its commitments.

• Assist in eliminating barriers; serve as the customer's advocate within the organization.

• Identify trends, bug patterns, and product feedback to communicate to Engineering and Product leadership.

• Collaborate with Sales and Client Success to establish support entitlements and coverage models across various customer tiers.

• Ensure that 24/7 global coverage models are operational, and that SLA compliance is upheld across all regions and customer segments.

• Manage all escalated issues until resolution; maintain helpdesk statistics, generate routine reports, and identify actionable trends.

• Maintain Zendesk and any other utilized systems, and conduct research to remain informed about new features or tools.

⛳️ Requirements

• Demonstrated success in managing globally distributed support teams across various time zones.

• Experience in developing and enhancing team skills.

• Data-driven mentality with experience in creating and analyzing support analytics dashboards.

• Background in retail support (either operations or technology).

• Experience in administering or supporting helpdesk and ticketing systems.

• Strong written and verbal communication abilities.

• Proficient in Excel.

• Experience with Zendesk is a plus.

• Familiarity with AI-powered support tools or design of self-service/deflection programs is a plus.

• Knowledge of ITIL, HDI, or other support/service management frameworks is a plus.

🏝️ Benefits

• Employer-covered health benefits, including dental, prescription drug coverage, and a Health Spending Account.

• RRSP Matching with support for First Time Home Buyers.

• Company-sponsored training and professional development opportunities.

• Extended long weekends and days for religious observance.

• Employee Referral Program.

• Spotlight Recognition Bonus Program.

• Dedicated Employee Assistance Program (EAP).