Customer Experience Manager, 1Password
Service
$93-125k
For Canada-based applicants, the annual salary for this role is between $88,000 CAD and $120,000 CAD
A tool that helps people stay safe online.
Job no longer available
A tool that helps people stay safe online.
1001+ employees
Job no longer available
$93-125k
For Canada-based applicants, the annual salary for this role is between $88,000 CAD and $120,000 CAD
1001+ employees
Company mission
To build a safer, simpler digital future for everyone.
Role
Who you are
- Minimum of 7 years of related experience. Preferred: 1-2 years people management experience
- Proven experience in supporting best in class customer support teams and processes
- Strong leadership and team management skills, with the ability to motivate, coach, and develop a high-performing team
- Experience in talent management, with a focus on identifying and developing potential leaders within the organization
- Demonstrated stakeholder management skills, with the ability to collaborate effectively with individuals at all levels within the organization
- Strong communication and interpersonal skills
What the job involves
- You will report to the Sr. Manager, CX Service and oversee a team of CX Representatives
- As the Manager, CX Service you’ll help us achieve our ongoing customer service initiatives, ensuring team members are trained in best practices and are delivering superior customer service
- In this role, you’ll help us evaluate and improve the effectiveness of customer service workflows, coach CX Service team members on best practices, and keep the CX Service team up to date with information related to products, services, customer-related issues, and more
- You’ll work with these collaborative team members to ensure that our customers are receiving exceptional customer experiences
- Partner with the Sr Manager, CX Service to create Customer Experience's Service strategy and objectives, based on the results of the needs analysis and best practices
- Ensure the alignment of CX Service objectives with the department's strategic goals
- Lead a team of Customer Experience Representatives, ensuring the effective functioning and coordination of the department's initiatives and guides execution
- Review quality assurance reports and provide coaching to representatives to ensure they are creating the expected customer experience
- Develop and mentor new and existing team members ensuring team members are trained in best practices and delivering superior customer service
- Provide the team with up to date Information related to products, services, procedures, customer needs and company-related issues, changes, and actions, empowering them to deliver exceptional customer experiences
- Handle escalated issues from customers or internal teams in a collaborative win-win approach
- Works with Sr. Manager, CX Service to establish CX Service metrics and processes to measure KPIs (e.g. first response time, time to resolution etc. )
- Regularly evaluate and improve the effectiveness of customer service workflows to continuously improve the customer experience process
- Motivates and drives team performance; Ensures team achieves established goals
- Collaborate with stakeholders across CX and other departments for the purposes of enhancing customer experience strategy and goals
- Communicate and present results and recommendations
- Partner with Sr Manager to understand SLA parameters and oversee day to day activities of team to ensure SLAs are achieved
Our take
The continuation of remote and hybrid working, the rapid adoption of cloud apps and the acceleration of work-related burnout are trends combining to generate increasing demand for 1Password’s core service: password management.
Having started with a simple product for consumers, the company has now built out an impressive enterprise offering with over 100,000 business customers. However, its roots in B2C have arguably led to their B2B success with bottom-up adoption in large companies and a vibrant community of enthusiasts around the product.
The company is now looking to drive continued growth with an expansion of engineering and product teams to build out the portfolio of products. In particular, password management opens the door to new types of insights around unused accounts, low-security risk criteria, and unauthorized applications which are invaluable for security teams. Its continued improvements to its iOS and Android offerings prove its adaptability to mobile consumer behaviours.
These offerings put the company on a collision course with established enterprise companies like Okta and CyberArk. However, 1password’s leadership hopes its superior user experience, exemplified by a 2024 launched global partner programme of sales marketing and enablement resource toolkits will underscore its nimble approach and help it win out in the lucrative cybersecurity space.
Steph
Company Specialist at Welcome to the Jungle
Insights
96% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jan 2022
$620m
SERIES C
Jul 2021
$100m
SERIES B
Total funding: $920m
Company benefits
- Maternity and parental leave top-up programs
- Wellness spending account
- Generous PTO policy
- Company-wide wellness days off scheduled throughout the year
- Comprehensive health coverage
- Employee stock option program for all full time employees
- Retirement matching program
- Training budget, 1Password University access, and learning sessions
- Free 1Password account (and friends and family discount!)
- Paid volunteer days
- Employee-led DEIB programs and ERGs
- Fully remote environment
- Peer-to-peer recognition through Bonusly
- Home office spending account
Company HQ
Yonge-Bay Corridor, Toronto, ON
Leadership
Jeff Shiner
(CEO)Currently on the Board of Directors at GenomOncology. Previously Partner at Rosetta and Senior Development Manager at IBM Canada Ltd.
Roustem Karimov
(Founder)Currently Founder at Smart Moose Canada. Previously Consultant at WorldVision Canada, Java Developer at Sony and a Web Application Architect at AC Nielsen Canada.
Dave Teare
(Founder)Currnetly a Technical Solutions Provider at Teare Software Solutions Inc. Previously CTO at Agile Web Solutions,Technical Architect at World Vision Canada and a Software Engineer at IBM Canada.
Share this job