Manager of Customer Support, Jobber

CA$87.7-103.3k

Maximum salary of $118,800, designed to show the progression from learning the ropes to truly excelling. Our range is intentionally broad to support growth and long-term impact, with fully established hires typically starting around the midpoint. The higher end of the range is reserved for those who have demonstrated deep expertise and lasting contributions, while offers below the midpoint reflect strong potential with room to develop. Plus equity rewards

Excel

Zendesk

Intercom

Mid and Senior level

Toronto

Remote from Canada

More information about location

Job tracking and customer management software for home service businesses

Open for applications

Job tracking and customer management software for home service businesses

1001+ employees

B2BCommunicationCustomer serviceFinancial ServicesSaaSMobile

Open for applications

CA$87.7-103.3k

Excel

Zendesk

Intercom

Mid and Senior level

Toronto

Remote from Canada

More information about location

1001+ employees

B2BCommunicationCustomer serviceFinancial ServicesSaaSMobile

Company mission

To help home service professionals around the world win.

Job

Company

Role

Who you are

Does your definition of success mean empowering others?
Previous customer success experience working as a Product Specialist/Customer Success Representative/Onboarding Specialist in a high volume organization
Strong previous people leadership or management experience in a support function
Experience managing a support team within a high volume, call centre environment
A track record of ambitious career growth, exceptional customer support and the ability to motivate others to do the same
A strong understanding of Service Cloud/Zendesk/Intercom/excel spreadsheets or a combination, and any other methodology of getting the data you need to be successful
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
Ability to communicate and articulate strategic ideas with executives and deliver on high-level concepts
An incredible passion for our customer and a connection to our purpose – to help small businesses be more successful

What the job involves

We’re looking for a Manager, Customer Support to be part of our Customer Success department
Jobber exists to help people in small businesses be successful. As featured in the Globe and Mail, we work with home and field service companies to help them better quote, schedule, invoice and collect payments from their customers
Having been named the #2 fastest growing software company in Canada and one of Fast Company’s Most Innovative Companies in 2020, it’s clear we’ve come a long way from our first customer in 2011 – but we’ve just scratched the surface of what we want to accomplish for our customers
Our product provides entrepreneurs the flexibility of working in their office or the field and we offer that same opportunity to our employees
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
Working with our Product Support team, working with our frontline Jobberinos in ensuring our customers get the answers and support they need as fast as possible
Whether by phone, live chat, or email, this team is on standby waiting to explain the newest feature, help with functionality and custom workflows, or happy to accept feedback
Reporting to the Senior Manager, Product Support, the Manager, Customer Support work to empower your rapidly 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 establishing coaching techniques 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 and continuous improvement
Manage an initial team of 6+ individuals and optimize results through effective performance management planning which includes (but not limited to) 1:1’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
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
Recruit, onboard and optimize success training to reduce ramp-up time for new hires
Become an ambassador of our culture by being humble, supportive – and someone who truly gives a sh*t!
Please note: 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
East Coast candidates: Monday to Friday, 10:00am–7:00pm ET

Our take

For businesses that sell home services, it can be difficult keeping up with paperwork, scheduling appointments, and chasing payments, especially when their teams are small. Jobber delivers a comprehensive toolbox to keep track of all these aspects, so that small business owners can concentrate on more important things like serving their customers and building their brand.

Jobber was founded in 2011, initially to help a friend who owned a small painting business. The founders quickly discovered that what they were building could help many more owners across a number of industries, going on to launch the product which is now used by over 300,000 home service professionals in over 60 countries.

What makes Jobber stand out is that it collects all the vital parts of running a home services business into one place, removing the burden of keeping track of multiple sources of information. The company has seen significant funding which it has invested in R&D and growing its customer base, and boasts four consecutive years on The Globe and Mail's Canada's Top Growing Companies List.

Steph

Company Specialist at Welcome to the Jungle

Insights

Top investors

15% employee growth in 12 months

Glassdoor (3.9)

Company

Funding (last 2 of 7 rounds)

Jan 2023

$100m

SERIES D

Jan 2021

$60m

GROWTH EQUITY VC

Total funding: $185.8m

Company HQ

Downtown, Edmonton, AB

Leadership

Sam Pillar

(Co-Founder & CEO)

Prior to co-founding Jobber in 2011, Sam was a Freelance Software Developer at Cardboard Creative and a Business Analyst/Management Consultant at CGI.

Forrest Zeisler

(Co-Founder & CTO)

Experienced Developer, with a degree in Engineering from the University of Alberta.

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