Customer Support Manager - Jobs in Toronto, ON

Job Description

Who we areAt Shoplogix, we are on a mission to create something extraordinary: a world-class global IIoT (Industrial Internet of Things) software company that delivers real-time, 24/7 impact to manufacturers around the globe.We empower our clients in 32 countries with information and insights to advance their operational excellence strategy. Our cloud-based performance management solution delivers real-time visual tracking and analysis of production, integrates powerful reporting capabilities, and accelerates continuous improvement.Who we needReporting to the VP of Operations, and as part of the operations team, we are looking for a Customer Support Manager with a background in engineering to head our team of customer support specialists. You will manage the customer support aspect of our SaaS product, monitoring customer queries through our issue tracking system (Jira) and escalating case activity as needed to meet customer satisfaction in good time from response to resolution. You will oversee the end-to-end life cycle of customer support issues, becoming a technical advisor with customers to drive the continued value of our products & services.This is a predominantly remote position with the requirement to come into our Oakville headquarters 1-2 times per week as needed.What’s in it for youImpact: You will be a key player in maintaining a positive relationship with our customers as you lead the public-facing side of the business. Your work will mean the difference between a happy retained customer and an unsatisfied client, and will, in turn, have a lasting impact on our success at client retention.Career growth. You will be part of an organization that believes in promoting from within, and in time, could grow to lead a bigger team. With the exposure to the many facets of the business, you will grow to have the opportunity to shift to any side of the company as your understanding increases.How you will make an impact:

• Manage the team. You will lead customer support specialists as they diagnose and solve the issues that clients report daily. You will monitor the issue cases as they are presented, and escalate the ones that need the most attention through the right channels to be resolved in time and satisfactorily. You will also assess support case statistics and report out on key departmental KPIs.
• Improve support processes. You will oversee any revisions and changes to existing internal and external customer support processes & procedures. You will improve them to ensure the team delivers the best possible service to customers.
• Collaborate with other company departments. You will work closely with Account Management, Professional Services and Product Development to identify opportunities for services & new product/modules for our SaaS products. You will also collaborate with the QA, Development and Product teams to resolve high-priority cases for enterprise clients.
• Analyze industry support trends. You will assess trends in customer support cases based on product offerings for larger clients as opposed to standard service level agreements, with the goal of improving the service we offer for our bigger customers.
• Coach new representatives. You will coach new customer support representatives, providing development opportunities to aid in their career progression. You will review the frequency of customer cadence with each assigned customer support rep, checking on support dashboards, adoption, new feature releases and overall customer status.

You will bring:

• The experience. You have 2 to 5 years of experience in a customer-facing team management role. Ideally, you have worked with SaaS products and have a knowledge of manufacturing processes in either the Automotive or Consumer Packaged Goods industries.
• The technical skills. You have a working understanding of production monitoring IoT software such as Smart Factory, Industry 4.0 or similar software. Additionally, you have experience working with issue tracking software such as Jira.
• The personality. You are a confident team player who is comfortable interacting at all levels within a customer’s organization, from the VP to the production floor supervisor. You are a leader, capable of guiding and coaching others to perform better. You are highly organized, and able to keep tabs on tasks occurring simultaneously.
• The communication skills. You have outstanding verbal and written abilities. You are an empathetic and active listener, able to drill down through intelligent questions and deep product knowledge.
• The flexibility. You are available to work different shifts as part of a team to ensure our customers receive excellent service.

Why joinShoplogix is a division of Constellation Software, one of the largest and most successful software companies in Canada and the most successful technology stock in Canada over the last 10 years [TSE: CSU]. We are in a unique position with the long-term and full backing of Constellation Software, including access to their best practices and career opportunities. At the same time, we have a highly entrepreneurial and dynamic culture as a fully autonomous company.This is the chance to get in on the ground floor as we lead the manufacturing industrys digital transformation on a global scale. With a focus on continuous innovation and making data accessible and actionable, we use the latest technologies to build IIoT solutions that solve everyday problems. We take great pride in our first-class team and inclusive, collaborative culture, fostering an open-door approach at all levels. With access to mentorship and best practices, our environment is one where everyone can share ideas, build knowledge, learn from each other, and contribute to their career and our success as a company.And, when COVID-19 pandemic restrictions are lifted and gathering no longer poses a threat, we look forward to returning to some of the fun we have outside of work, including: weekly indoor/outdoor soccer games, movie nights, mountain biking team races, indoor climbing gym near the office, frisbee golf, beach volleyball and golf tournaments for the whole office.Apply nowDiversity and inclusion are not mere words on paper to us. We welcome and appreciate candidates with a range of backgrounds and experiences. If you have 70% of the qualifications we are looking for, and want to play an integral role changing the manufacturing industry, apply to express your interest.Shoplogix welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.Quick Apply

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