Manager, Customer Support – Senior Care

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

📋 Description

• Lead and motivate a team of customer-centric Solutions Analysts to provide an exceptional customer service experience.

• Supervise daily operations of the team.

• Offer coaching and mentorship to team members.

• Ensure that efficient processes yield outstanding and consistent service quality.

• Manage improvement projects related to processes, tools, and systems and oversee their implementation.

• Provide insights on customer support performance through call and case audits.

• Implement performance management standards and procedures.

• Cultivate a positive work culture and promote ongoing learning.

• Act as an escalation point for high-impact customer concerns.

• Collaborate with peers in Customer Support Management and across Customer Success.

• Communicate and manage modifications to operating procedures and processes.

• Mentor, inspire, coach, and lead teams while ensuring customer satisfaction.

• Establish best practices and uphold quality control measures.

• Assist with special projects such as Knowledge Base and Integrations.

• Recruit, train, and conduct performance evaluations.

⛳️ Requirements

• Familiarity with AI tools and a desire to utilize them to enhance work content and user experience.

• A minimum of 4 years' experience in a Customer Support setting.

• At least 3 years of proven Management or Leadership experience.

• A Post-Secondary Degree or Diploma.

• Capability to thrive in a fast-paced environment.

• Strong verbal and written communication skills.

• Proven ability to achieve team results through coaching, development, and mentoring.

• Ability to identify potential risks to success and ensure effective communication and action.

• Skill in developing, coaching, reinforcing, and managing operational standards, policies, and procedures.

• Competence in monitoring and enhancing team performance through leadership, coaching, and performance management.

• Positive attitude, strong work ethic, and a commitment to teamwork.

• Experience with or use of M365 Copilot (preferred).

• Familiarity with Knowledge-Centered Support (KCS) (preferred).

• Experience with Workforce Management (WFM) applications (preferred).

🏝️ Benefits

• Benefits commence from Day 1.

• Retirement Plan Matching.

• Flexible Paid Time Off.

• Wellness Support Programs and Resources.

• Parental & Caregiver Leaves.

• Fertility & Adoption Support.

• Continuous Development Support Program.

• Employee Assistance Program.

• Allyship and Inclusion Communities.

• Employee Recognition.

• Flexible work arrangements.

• Opportunities for growth.

• Training and development initiatives.

• In-office events including onboarding, team gatherings, and semi-annual and annual team meetings.