Customer Support Manager, EcoOnline
NAM
CA$70-75k
2-3 days a week in office
Health and safety, chemical & ESG software
Be an early applicant
Health and safety, chemical & ESG software
501-1000 employees
Be an early applicant
CA$70-75k
2-3 days a week in office
501-1000 employees
Company mission
To help our customers create safe, sustainable, efficient, and attractive workplaces through user-friendly SaaS tools.
Role
Who you are
- Proven expertise in effectively managing teams, providing strategic guidance and mentorship, establishing performance objectives, and conducting comprehensive performance evaluations
- 3+ Years of Customer Support Experience, including experience in a team lead or people management role
- Having prior experience working in an IT environment and possessing knowledge of software systems, showcasing an understanding of technical aspects relevant to the role
- Demonstrating the capacity to perform effectively and maintain composure in high-pressure situations, ensuring timely and efficient resolution of customer issues
- Exhibiting the capability to manage one's own workload efficiently while providing support to others in effectively managing their tasks, demonstrating strong organisational and prioritisation skills
- Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed
What the job involves
- As a Customer Support Manager within our Customer Support team at EcoOnline, you will lead a team responsible for delivering timely, high-quality customer support. You will ensure customer issues are prioritised effectively, escalations are managed appropriately, service levels are monitored, and the team has the guidance, tools and knowledge needed to succeed
- Deliver consistent customer support performance against agreed service levels, quality expectations and customer experience standards
- Lead, coach and develop a capable support team, ensuring clear objectives, regular feedback, effective performance management and strong team engagement
- Oversee case prioritisation, backlog management, escalation handling and workload visibility to ensure customer issues progress in a timely and appropriate way
- Use support data, reporting and customer feedback to identify trends, improve team performance and drive practical service improvements
- Work cross-functionally with Product, Engineering, Customer Success and Services to resolve customer issues, share insight and improve the overall support experience
- Support the team with complex, sensitive or high-priority customer issues, ensuring escalations are assessed, communicated and progressed appropriately. Work with internal teams to remove blockers and ensure customers receive clear and timely updates
Our take
Workplace safety lies primarily in the hands of workers and employees. EcoOnline has set out to challenge unsafe work environments and practices by providing employee training and workplace safety solutions in the form of EHS and chemical management SaaS tools.
Its solutions are extremely customisable and so cover a wide range of different industries. This has allowed the company to attract customers such as the NHS, Siemens, Legoland and Johnson & Johnson.
EcoOnline is constantly adding newer EHS areas such as sustainability to its portfolio of solutions which will help expand its customer base even further. Backed by strong institutional investors, listed on the Oslo exchange, and boosted by several acquisitions, the company is well set to see continued growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
29% employee growth in 12 months
Company
Funding (1 round)
Feb 2019
$0.6m
GRANT
Total funding: $0.6m
Company benefits
- Robust health coverage
- Extended parental leave
- Generous paid time off
- Accelerated learning paths
- Team Wellness Initiatives
- Company-wide Events
- Employee Resource Groups
- Recognition awards
Company HQ
London, UK
Leadership
Tom Goodmanson
(CEO)Tom has a wealth of leadership experience, having served as Sr. Manager at KPMG, President and CEO of Calabrio, CFO of Magenic Technologies, and CFAO at Gelco Expense Management.
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