Customer Support Manager, Jobber

• Recent experience managing in a high-volume customer support or contact centre environment - we'll also consider candidates who began in support and have since led teams across broader customer success functions
• Tested and mature coaching and leadership frameworks, demonstrated change management rigor
• Experience driving impact at scale, beyond immediate direct reports
• A track record of ambitious career growth, exceptional customer support and the ability to motivate others to do the same
• To think big, yet manage the details. You can see the big picture, but are also laser focused on delivery and execution
• Next level communication and relationship building abilities. We move fast, which means you’ll need to build a high degree of trust with peers and key stakeholders
• A genuine connection to our purpose - you care about helping small businesses succeed, and that shows up in every decision you make for your team and your customers

Desirable

• We’re looking for a Manager, Product Support (Customer Support) to be part of our Customer Success department
• Our Success team collaborates with other departments and stakeholders to bring our company values to life for our customers. By embodying our values of being humble, supportive, and truly giving a sh*t, the Success team ensures that all our customers can be successful in Jobber
• Our Product Support team is the frontline of the customer experience, handling ~30,000 monthly interactions across phone, live chat, and email
• From walking customers through new features to troubleshooting custom workflows, this team is often the difference between a customer who struggles and one who realizes the value of what Jobber can do for their business. They're also Jobber's clearest window into what customers actually need – and that feedback shapes how we build and improve the product
• Reporting to the Senior Manager of Product Support (Customer Support), you will work to empower your growing team and directly impact the development of our processes as we continue to scale
• We’re looking for someone who understands the importance of being a strong voice for our customers, improving our customer experience and utilizing established coaching models in a high volume, customer support environment. You will lead by example by becoming an expert in our product and creating an environment that thrives on feedback, trend-based analysis, and continuous improvement
• Manage an initial team of 10-12 individuals and optimize results through effective performance management planning which includes (but is not limited to) regular one-to-one’s, real-time coaching, documented career plans and any other creative programs you think will be impactful. In order to be successful, our employees need to clearly understand how to get there
• Identify recurring behavioural patterns across your team and coach to root cause, not one-off incidents
• A solid grasp of contact centre operations and KPIs – you understand what drives the numbers and can coach to them
• Navigate escalated customer situations that fall outside standard policy, using sound judgment to balance customer experience with business impact
• Build and iterate on performance management frameworks in an environment where policies are still evolving – you won't always have a rulebook, and that energizes rather than frustrates you
• Build and maintain a highly-engaged and motivated team based on a culture of performance
• Drive both qualitative and quantitative results to ensure our scaling team continually builds efficiency with phone, chat and email support while maintaining high customer satisfaction scores
• Collaborate with other leaders and departments at Jobber (Sales, Product, Marketing) to ensure the team can provide informed and proactive support in accordance with all campaigns, product launches and customer initiatives
• Drive and encourage feedback loops to help amplify a customer support environment focused on the needs of the customer and rooted in empathy
• Be incredibly reliable for our customers by utilizing strong communication skills to communicate with multiple stakeholders when things might not be going how they expected
• To be comfortable and adaptive in an agile fast-paced environment – you need to be invigorated by this type of environment, and be excited by a new challenge
• Strive for execution excellence through the optimization of our platforms/tools
• Analyze, communicate, re-communicate (and maybe even obsess a bit) over success metrics and forecasting to coach, scale, and provide quality service from every team member
• Support the recruitment, onboarding and optimization of department specific training for top talent joining our Product Support team. This allows you to own reduction in ramp-up time for new hires. Every hire you make you are going to want to have on your team!
• Become an ambassador of our culture by being humble, supportive – and someone who truly gives a sh*t!
• To ensure full team coverage, shifts are fixed by location and cannot be converted to another time zone
• Alberta candidates: Monday to Friday, 11:00am–8:00pm MT
• British Columbia candidates: Monday to Friday, 10:00am–7:00pm PT
• Ontario candidates: Monday to Friday, 10:00am–7:00pm ET