Customer Experience Manager

Centro; Montreal; Remote; CAD 70,000 - 100,000; Full time

Job summary

A leading company in the eCommerce space is seeking a Customer Experience Manager to lead their customer support initiatives. This role involves managing a 24/7 team, developing strategies to enhance customer satisfaction, and collaborating with various departments to ensure seamless operations. Ideal candidates will have extensive managerial experience in customer support, strong analytical skills, and a proactive mindset.

Benefits

Annual review and salary increase based on results

Target bonus based on yearly salary

Employee Group Insurance on first day

Paid vacation, personal days, and sick days

Birthday day off

Gym/fitness allowance

Home office allowance

Global Remote Work benefit

RRSP employer contribution

Education allowance for skill development

Qualifications

• 4+ years managerial experience in Senior Customer Support Management.
• Ability to lead and develop a high-performing team.
• Fluent in English, spoken and written.

Responsibilities

• Develop and execute a customer support strategy aligned with company goals.
• Lead and manage a 24/7 team, ensuring team cohesion.
• Analyze customer service metrics to identify areas for improvement.

Skills

Analytical skills

Communication

Interpersonal skills

Leadership

Problem-solving

Tools

Jira

Confluence

Job description

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We`re looking for a Customer Experience Manager from Canada. As the Customer Experience Manager within our Operations department, you will spearhead initiatives to deliver outstanding support to both customers and creators in a 24/7 operational setting. Reporting directly to the Director of Operations, you will work closely with Product Owners and Managers across critical departments to swiftly resolve user concerns and ensure all needs are met. Additionally, you will serve as the primary liaison for external resources and products, crucial for driving success and combating fraud.

About us:

We are a thriving company in the eCommerce space, with operations worldwide. As a 20-year-old “startup”, we offer employees a balance between the stability of a larger organization, while maintaining our culture of an innovative, leading-edge startup. The head office is located in Montreal and we have offices in Cyprus & Georgia. We are a 160+ distributed team located in over 16 countries and multiple time zones!

We have worked hard to create an inclusive and collaborative environment and we know that you will find it to be a welcoming and exhilarating place to learn and grow. We are a remote-enabled company, so if you want to work remotely once, twice or five days a week, you’ll have all the necessary tools and support you need to do so.

Our Core Values:

• I TRUST YOU - We are honest, transparent and communicate effectively with each other
• ONE TEAM - We collaborate, learn from each other, and are driven by continuous improvement and respect
• DRIVEN BY SUCCESS - Like a competitive sports team, we build together, we are flexible, adaptive, and driven to win
• IDEAS DONE RIGHT - We value ideas and creativity, and we implement them right on the first try
• CUSTOMER-FOCUSED - DELIVERING HAPPINESS - We understand that our community is at the core of our success
• THIS PLACE ROCKS! - We work in a leading organization and each takes responsibility to make it amazing for our teammates

Our product: A trailblazer in the clip marketplace delivering authentic content from studios to consumers worldwide.

Responsibilities:

• Develop and execute a customer support strategy aligned with the company’s overall goals and objectives
• Lead and manage a 24/7 team, setting clear performance objectives and ensuring team cohesion
• Implement best practices and procedures to optimize efficiency and effectiveness within the customer support department
• Analyze customer service and fraud metrics and trends to identify areas for improvement and implement corrective actions as necessary
• Collaborate cross-functionally with departments such as Creator Relations, Product, Content Moderation, Design, Marketing, and Business Intelligence (BI) experience
• Act as a stakeholder for complex product issues or concerns, ensuring timely resolutions
• Foster a customer-centric culture within the team, promoting empathy and advocacy for customer needs throughout the organization
• Prepare regular reports and presentations on customer support metrics, accomplishments, and areas for improvement

Skills and Qualifications:

• 4+ years managerial experience in a Senior Customer Support Management role, with a demonstrated ability to lead and develop a high-performing team
• Strong analytical skills with the ability to interpret data, generate insights, and make data-driven decisions
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels
• Strategic thinker with a proactive and solutions-oriented mindset
• Experience with Jira and Confluence
• Fluent in English, spoken and written

Nice to Have:

• Experience working with Creators and/or in the Creator economy

Personal Skills:

• Capacity to understand and empathize with customers’ concerns and issues, demonstrating genuine care and concern in every interaction
• Able to work with all stakeholders and team members
• Comfortable with multi-tasking, context switch, and able to handle a high volume of work and pressure
• You listen well, are open minded, and respect other opinions, but you are decisive and confident

Perks and Benefits:

• We commit to regular feedback and growth that includes an annual review and salary increase based on results
• Target bonus based on your yearly salary
• Employee Group Insurance on your first day
• Paid vacation, personal days, and sick days
• Birthday day off
• Gym/fitness allowance
• Home office allowance
• Global Remote Work benefit
• RRSP employer contribution
• Education allowance to keep your skills and learning current

We might invite candidates for interviews during the application period, so the sooner you apply the better!

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