Customer Support Manager - Jobs in Vancouver, BC

Job Description

Chris and David started Penny AI in 2018 in Squamish, BC (a bit north of Vancouver) after seeing an opportunity to solve a massive problem for millions of direct sales consultants around the world. We have now grown to a team of 90+ located across Canada and the United States. Penny has tens of thousands of users across four continents who trust Penny to help run their businesses.Penny is on an upward trajectory with backing from top-tier Venture Capitalists in New York, San Francisco, Boston, Toronto and Vancouver. As we grow our team, we don’t expect everyone to know every answer. You may build something that fails spectacularly, and that’s ok. What is important is that you remain humble, you laugh a little, you learn, and together we find a way to succeed.Diversity, inclusion and belonging are one of our core values and as we expand we are committed to finding talented people from a wide range of backgrounds, experiences and perspectives.Learn about our hiring process here.The RolePenny AI is looking to add an exceptional individual to join our Customer Support Leadership Team. The Customer Support Manager will be primarily responsible for helping measure and improve our customer experiences across online and offline channels, devices, and touch-points.Reporting to the VP of Customer Support, and collaborating with their peers and cross-functional partners, the Customer Support Manager will identify key areas of improvement in our user journey, build and execute a roadmap of prioritized projects and create vehicles to regularly share key user experience metrics throughout the organization. Responsible for ensuring Customer Support service level objectives are met. Resolve escalated users issues as required. Assists with various projects and duties. Involved in the needs assessment, research and testing for implementation of new systems and tools. Responsible for leading the Customer Support team, which includes continuous assessment and improvement, capacity building, process optimization, change management and communication while leveraging continuous improvement best practices alongside appropriate program and project management.Were looking for that growth mindset leader who confidently and thoroughly enjoys leading the daily operations of a Customer Support team.*Duties and Responsibilities*The Customer Support Manager will:

• Be a champion for, and the voice of, our users by thinking proactively about their needs and wants as well as creating initiatives and experiences that surpass their expectations
• Take ownership of users issues and follow through with a resolution
• Partner in the creation and implementation of the long-term strategic plan for the Customer Support, ensuring the culture, environment, tools and resources are in place to support the company’s brand and direction
• Develop service procedures, policies and standards
• Create and update onboarding, Help & Learning materials, FAQs to ensure consistent communications and avoid unnecessary contacts
• Keep an accurate record and document users actions and discussions
• Develop Customer Support reporting, analyze statistics and compile accurate reports to better understand user behaviour and preferences
• Build, coach, and guide a high performing Customer Support Team to consistently deliver an exceptional user experience
• Create and maintain an engaging, collaborative, performance-focused work environment, promoting a learning culture by facilitating knowledge sharing and training sessions to develop continuous improvement capability
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control of resources, gather and review data points related to the team performance to uncover gaps and opportunities for improvement in order to achieve targets
• Help create, adhere to and manage the approved budget, staffing plans, cost targets, and operational goals for the Penny Customer Support team in coordination with the brand directions
• Maintain an orderly workflow according to priorities and tactically lead cross-functional improvement initiatives representing the Customer Support team and the end-users, working collaboratively with various departments across the organization
• Partner in the development of the Voice of the Customer Program: Routinely monitor and analyze feedback from users and communicate findings to cross-functional teams to better inform product development and growth strategy
• Assist in capacity planning and own the scheduling for the team of Customer Support team members
• Support with additional responsibilities as per business requirements

Desired Characteristics and Qualifications:

• Penny AI is a new company in the rapid-growth phase. You must be able to thrive in a fast-paced, ever-changing environment
• Must LOVE customers. You understand that your role is to support those that are supporting our users
• Excellent decision-making skills: you know when to ask for permission and when to drive forward
• Great organizational and time management abilities
• 5-10 years of progressive experience in Customer Support preferably SaaS
• Proven ability to gather, synthesise and present customer user data to drive change
• Solid knowledge of online user engagement platforms and channels
• Proficiency in Google Suite, as well as CRM software (Customer Support Tools)
• Your obligations while your regular hours of work are eight (8) per day, forty (40) per week from Monday to Friday, your acknowledge that the hours of work may vary and irregular at times to meet the objectives of the company

Requirements

• Good communication and interpersonal skills capable of maintaining strong relationships
• Strong organizational and multitasking skills
• Excellent analytical and problem-solving abilities
• You have a rare solution mindset approach which allows you to remove roadblocks
• You are patient, empathetic, and understanding
• You excel with computers, have great typing skills, and can communicate clearly and effectively online
• You have previous experience in Team-management and leadership
• You are curious and driven by the success of others
• You enjoy the opportunity to educate and train end-users
• Ability to work on evening, holiday, and weekend shifts
• You love to communicate in writing, are obsessive about the details, and do all this with a big smile on your face!

Benefits

• Start-up culture with an opportunity to make an impact in your role and our team immediately
• Excellent on-the-job learning opportunities to grow your skills
• Competitive pay, benefits and a slice of the pie (aka - stock options)
• 4 weeks vacation plus statutory holidays and your birthday off
• Support from a diverse and highly talented team to help you reach your goals
• Flexibility to work from home and the office
• Join a friendly, progressive team who like to organize fun activities and celebrate all-around awesomeness!

Job Type: Full-timeSalary: $80,000.00-$90,000.00 per yearQuick Apply

• Terms & Conditions
• New Privacy
• Privacy Center
• Accessibility

For Job Seekers

• Browse Jobs
• Advanced Job Search
• Emplois Quebec

For Employers

• Post a Job

Stay Connected