Customer Support Manager - NAM

Socket.dev; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

EcoOnline in Toronto is seeking a Customer Support Manager to lead a dedicated team delivering timely, high-quality customer support and ensuring service levels are met.

You will coach staff, manage escalations, collaborate with Product, Engineering and Customer Success, and use data to improve the support experience. This role offers growth within a globally expanding company.

Qualifications

• Proven expertise in effectively managing teams and providing strategic guidance.
• Ability to set performance objectives and conduct evaluations.
• Experience coaching, mentoring and developing team members.

Responsibilities

• Deliver consistent customer support performance against service levels and quality standards.
• Lead, coach and develop a capable support team with clear objectives and regular feedback.
• Oversee case prioritisation, backlog management, escalations and workload visibility.

Skills

Team management

Performance evaluations

Coaching

Job description

Want to be a part of a company that’s making a difference?

We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliversolutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.

Impact: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.

Innovation: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.

Growth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.

We're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.

Our culture code, a set of principles that underpins our values, is our commitment to each other and workingbetter together.

Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact!

About the Role

As a Customer Support Manager within our Customer Support team at EcoOnline, you will lead a team responsible for delivering timely, high-quality customer support. You will ensure customer issues are prioritised effectively, escalations are managed appropriately, service levels are monitored, and the team has the guidance, tools and knowledge needed to succeed.

Key Responsibilities:

• Deliver consistent customer support performance against agreed service levels, quality expectations and customer experience standards.

• Lead, coach and develop a capable support team, ensuring clear objectives, regular feedback, effective performance management and strong team engagement.

• Oversee case prioritisation, backlog management, escalation handling and workload visibility to ensure customer issues progress in a timely and appropriate way.

• Use support data, reporting and customer feedback to identify trends, improve team performance and drive practical service improvements.

• Work cross-functionally with Product, Engineering, Customer Success and Services to resolve customer issues, share insight and improve the overall support experience.

• Support the team with complex, sensitive or high-priority customer issues, ensuring escalations are assessed, communicated and progressed appropriately. Work with internal teams to remove blockers and ensure customers receive clear and timely updates.

What we're looking for:

• Proven expertise in effectively managing teams, providing strategic guidance and mentorship, establishing performance objectives, and conducting comprehensive performance evaluations.

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