Support Manager (English and Spanish)

GoFleet; Ontario; On-site; CAD 80,000 - 100,000; Full time

Job summary

An innovative SaaS company is seeking a Support Manager who excels in bilingual communication and customer support management. In this dynamic role, you will lead a dedicated team to provide exceptional technical assistance, ensuring high satisfaction rates through effective workflows and training. This position offers a unique opportunity to foster a collaborative environment while driving continuous improvement in support processes. Join a forward-thinking organization where your ideas are valued, and your professional growth is prioritized, contributing to the mission of becoming a global leader in telematics solutions.

Qualifications

• Bilingual fluency in English and Spanish is essential.
• Experience managing customer support teams in telematics preferred.

Responsibilities

• Lead and mentor a bilingual support team for effective customer inquiries.
• Optimize support workflows to enhance customer experience.

Skills

Bilingual Communication

Customer Support Management

Technical Assistance

Team Leadership

Data Analysis

Education

Bachelor's Degree

Tools

Support Ticketing Systems

Knowledge Base Software

Job description

• Country Canada
• Date Opened 01/14/2025

Job Description

About Zenduit

Zenduit is an innovative SaaS company specializing in telematics solutions that empower businesses to optimize their fleet management, asset tracking, and compliance operations. We leverage cutting-edge technology to drive growth and efficiency for our customers. As we expand our reach globally, we are focused on establishing a strong brand presence that resonates with businesses across the world. At Zenduit/GoFleet, we prioritize innovation, collaboration, and professional growth, offering a culture where your ideas are valued, and your development is prioritized. Our mission is to elevate our brand to become a global leader in the telematics industry through strategic partnerships, high-impact events, and comprehensive product marketing.

Why Join Us?

At Zenduit, we are trusted by our clients to bring their visions to life through a blend of technical expertise and clear, effective communication. With extensive experience in product development, programming, and project management, our team thrives on innovation, collaboration, and personal growth. Joining us means becoming part of a culture where your ideas are valued, professional development is prioritized, and our core values drive every action we take.

- Relentless Customer Focus: We ensure every product and service delivers maximum value.
- Speed with Purpose: We act swiftly, delivering meaningful and growth-driven results.
- Transparent and Ethical Practices: We uphold honest communication and accountability.
- Learning and Adaptability: Our team thrives on staying agile in a fast-changing world.
- Ownership and Initiative: Everyone takes responsibility and leads meaningful projects.
- Diversity and Inclusivity: We champion diversity, especially for women in tech and STEM, fostering an environment where everyone can thrive.

Role Overview:

The Support Manager (English and Spanish) is responsible for leading Zenduit’s customer support team to deliver exceptional, bilingual technical assistance for customers and partners. This role ensures high-quality, timely support by managing workflows, enhancing support processes, and fostering a culture of accountability and continuous improvement. The Support Manager works closely with cross-functional teams to address customer needs, improve self-service resources, and maintain high satisfaction and retention rates.

Responsibilities:

1. Manage and mentor a bilingual support team, ensuring they are equipped to handle customer inquiries effectively in both English and Spanish.
2. Conduct regular training sessions to keep the team updated on Zenduit’s products, processes, and best practices.
3. Foster a positive and collaborative work environment, promoting accountability and professional growth.
4. Oversee day-to-day operations of the support team, including ticket management, escalations, and resolution timelines.
5. Ensure adherence to SLAs (Service Level Agreements) for response and resolution times.
6. Optimize support workflows to improve efficiency and customer experience.
7. Act as the escalation point for complex or high-priority customer issues, ensuring prompt and effective resolution.
8. Collaborate with Tier 2 support, product, and development teams to address technical challenges and implement long-term solutions.
9. Ensure all support interactions meet Zenduit’s quality standards, regardless of language.
10. Regularly review and refine bilingual scripts, templates, and processes to maintain consistency and clarity in both English and Spanish.
11. Oversee the creation and maintenance of a robust knowledge base, FAQs, and self-service resources in English and Spanish.
12. Promote self-service options to empower customers and reduce support ticket volumes.
13. Collect and analyze customer feedback from support interactions to identify areas for improvement.
14. Share actionable insights with product and leadership teams to enhance Zenduit’s offerings and processes.
15. Track and report on key support metrics, such as resolution times, customer satisfaction (CSAT), and ticket volumes.
16. Use data insights to refine strategies, set team goals, and continuously improve support performance.
17. Work with the Success and Implementation teams to ensure smooth transitions from implementation to ongoing support.
18. Collaborate with the product and development teams to address recurring issues and implement preventative measures.

KPIs:

1. Maintain a >90% CSAT score across all support interactions in both English and Spanish.
2. Ensure >95% of tickets meet SLA response times (e.g., <24 hours for initial response).
3. Achieve >85% first-contact resolution rate for Tier 1 inquiries.
4. Reduce ticket backlog by 20% annually through improved workflows and self-service adoption.
5. Decrease ticket volumes by 15% YoY by promoting self-service resources.
6. Ensure >90% of team members meet individual performance goals.
7. Conduct quarterly training refreshers with >85% team participation.
8. Increase self-service knowledge base usage by 25% annually.
9. Maintain >95% accuracy in knowledge base content across both languages.
10. Resolve >90% of escalated tickets within SLA-defined timelines.
11. Contribute to maintaining >95% customer retention rate by ensuring positive support experiences.

Requirements

1. Bilingual fluency in English and Spanish, with strong written and verbal communication skills.
2. Proven experience managing customer support teams, preferably in telematics