Customer Triage Team Lead - Hybrid & Impactful Growth

Global Relay; Vancouver; On-site; CAD 85,000 - 95,000; Full time

Job summary

Global Relay, a leader in enterprise information archiving, is seeking a Team Lead for their Customer Support Team. This role focuses on managing support ticket operations and enhancing customer experiences while fostering team development. Ideal candidates should bring extensive leadership experience in customer-facing roles, particularly in SaaS environments, and possess strong technical and analytical skills. Join a dynamic workplace that values diversity and offers growth opportunities.

Benefits

Comprehensive extended health benefits

Annual vacation days increase based on tenure

Paid sick days

Corporate bonuses

RRSP contribution matching program

Subsidized meal program

Qualifications

• 3+ years of proven leadership experience.
• 5+ years in customer facing roles.
• 3+ years in SaaS implementations or equivalent experience.

Responsibilities

• Oversee day-to-day operations and triage of support cases.
• Identify process improvements for customer support efficiency.
• Conduct regular check-ins and support goal setting.

Skills

Leadership

Communication

Problem Solving

Customer Service

Detail-oriented

Technical Support

Tools

Salesforce Service Cloud

Jira

Confluence

MS Office Suite

Job description

Global Relay, a leader in enterprise information archiving, is seeking a Team Lead for their Customer Support Team. This role focuses on managing support ticket operations and enhancing customer experiences while fostering team development. Ideal candidates should bring extensive leadership experience in customer-facing roles, particularly in SaaS environments, and possess strong technical and analytical skills. Join a dynamic workplace that values diversity and offers growth opportunities.