Manager I, Customer Operations

SurveyMonkey; Remote; CAD 71,000 - 85,000; Full time

Job summary

A leading survey technology company based in Canada is seeking a Customer Support Manager responsible for leading and developing a dynamic team of customer support professionals. The role involves managing daily operations and enhancing the customer experience. Candidates should have 1+ years of leadership experience and strong problem-solving skills. The position offers a competitive salary of $71,825 to $84,500 annually, with additional benefits like health insurance and a retirement plan.

Benefits

Medical insurance

401(k) retirement plan

Paid time off

Qualifications

• 1+ years of experience leading a team, including mentoring and training.
• Advanced knowledge of operational metrics and KPIs to gauge and improve team performance.
• Strong capabilities in managing stakeholder relationships across various levels of an organization.
• Experience leading change initiatives within customer support.
• Experience in identifying problems and developing innovative solutions.

Responsibilities

• Oversee a team of customer support professionals.
• Manage daily operations, ensuring efficiency and adherence to policies.
• Continuously seek ways to improve customer experience.
• Oversee and coordinate internal team projects.
• Work closely with other departments for alignment on strategies.
• Identify opportunities for process optimization.

Skills

Team leadership

Operational management

Stakeholder management

Change management

Problem solving

Project management

Job description

SurveyMonkey is the world’s most popular platform for surveys and forms, built for business—loved by users. We combine powerful capabilities with intuitive design, effectively serving every use case, from customer experience to employee engagement, market research to payment and registration forms. With built-in research expertise and AI-powered technology, it’s like having a team of expert researchers at your fingertips. Trusted by millions—from startups to Fortune 500 companies—SurveyMonkey helps teams gather insights and information that inspire better decisions, create experiences people love, and drive business growth. Discover how at surveymonkey.com.

What we’re looking for

The Customer Support Manager is a dynamic role responsible for leading, mentoring, and developing a team of customer support professionals. This position includes a range of activities from day-to-day team management to strategic planning and implementation, executing projects from inception to completion, and contributing significantly to the team's success and organizational impact.

What you’ll be working on

• Team Leadership and Development: Oversee a team of customer support professionals, providing guidance, mentorship, and performance management to ensure high-quality service delivery.
• Operational Management: Manage daily operations, ensuring efficiency, effectiveness, and adherence to company policies and standards.
• Customer Experience Enhancement: Continuously seek ways to improve the customer experience, leveraging insights from customer feedback and team performance data.
• Execution and Impact: Oversee and coordinate internal team projects to ensure effective implementation and alignment with departmental goals, while managing project communications and resources.
• Cross-Functional Collaboration: Work closely with other departments to align support initiatives with company-wide strategies and objectives, ensuring seamless execution and impact.
• Process and Quality Improvement: Identify opportunities for process optimization and quality enhancements within the support function, and lead these initiatives from concept to fruition.
• Professional Development: Engage in activities and projects that contribute to professional growth, focusing on the practical application of strategic planning and execution skills.

We’d love to hear from people with

Leadership and Strategic Management

• 1+ years of experience leading a team, including mentoring and training.
• Experience in fostering a collaborative team environment and motivating team members to achieve high performance.

Operational Excellence

• Advanced knowledge of operational metrics and KPIs to gauge and improve team performance.
• Ability to design and optimize support workflows and processes for maximum efficiency and effectiveness.

Stakeholder Management

• Strong capabilities in managing stakeholder relationships across various levels of an organization.
• Proven record of successfully collaborating with other departments to enhance customer support strategies.

Change Management

• Experience leading change initiatives within customer support, ensuring smooth transitions and adoption of new technologies or processes.
• Skills in managing resistance and effectively communicating change benefits to teams and stakeholders.

Problem Solving

• Experience in identifying low to moderately complex problems and developing innovative solutions that enhance customer support delivery.

Project Management

• Ability to manage small projects or components of larger projects, focusing on execution and team coordination.
• Skills in organizing team resources effectively to meet project goals and deadlines.

The base pay provided for this position ranges from $71,825.00 / year - $84,500.00 / year depending on the geographic market and assuming a full-time schedule. Actual base pay is based on a number of factors including market location, job-related knowledge, education or training, skills, and experience. Bonuses and commissions may also be offered as part of the total compensation package, in addition to a competitive benefits package including medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; paid holidays; paid time off; employee assistance program; and other company benefits.

Our commitment to an inclusive workplace

SurveyMonkey is an equal opportunity employer committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.