Director of Customer Operations, Thentia
+ Opportunity for discretionary performance bonuses
Govtech platform for regulators
Job no longer available
Govtech platform for regulators
21-100 employees
Job no longer available
+ Opportunity for discretionary performance bonuses
21-100 employees
Company mission
To provide the technology and leadership that agencies deserve, enabling them to achieve success now and long into the future.
Role
Who you are
- 7-10 years of experience in Customer Support, with 5 years in a leadership capacity
- Experience training, developing and managing teams in a SaaS environment, preferably one of 100-200 total employees and in a phase of growth
- A yearning to learn something new every day with the ability to ask detailed questions to get to a deep understanding of complex products, problems and business requirements
- Excellent communicator with the ability to tailor communication style depending on the audience
- Experience with effective process management, risk management & business context
- Excellent problem solver and strategic thinker. Ability to collaborate with colleagues for problem solving, brainstorming and presenting new/insightful recommendations that drive impact
- Highly organized with a strong attention to detail
- Ability to synthesize system information and business processes into clear impacts and benefits that are conveyed through learning, communication, and presentation materials
- A love of helping people, using a consultative and advisory approach
- Proficient in Microsoft Office 365, ZenDesk, Jira
- Bachelor’s degree in related discipline or an equivalent amount of professional experience working in a matrixed environment
What the job involves
- Reports to: VP, Customer Experience
- Thentia is in search of a Director, Customer Operations to oversee and scale the growing customer care function, which aims to provide excellent service for clients in state and provincial regulation
- In this role, you’ll be managing a team of front-line support analysts ensuring effective, targeted communication, root cause analysis and proper triage based on case priority and type
- The front-line team helps with customer inquiries ranging from login issues to how-to questions to requests for large system changes
- The department works closely with Customer Success, Delivery, Product Development Alongside management of front-line operations, the department is yours to own
- You’ll be managing existing metrics and analytics with autonomy to change or add what we’re reporting on as you see fit
- Thentia is set to grow, so you’ll have plenty of opportunity to decide how your organization should scale and implement strategies to get there
- Your leader, of course, will be there to help guide you as needed
- Management of front-line support operations including general oversight, ticket prioritization, escalation management, quality control and productivity
- Manage and further develop KPIS, targets, metrics and reports that measure the quality and effectiveness of Customer Support
- Act as escalation point for customers for requests and incidents where appropriate
- Identify tools and resourcing necessary to scale the Customer Support offering and help to build supporting business cases
- Be a product expert. Develop and maintain ongoing knowledge of Thentia’s offerings with an understanding of how they functionality may be applied to regulatory use-cases
- Departmental headcount and technology forecasting and planning
- Manage, further develop and implement new processes enabling the Customer Support operation to continue functioning efficiently through company growth
- Help to determine the root cause of escalated incidents, communicating effectively to both customers and internal stakeholders; work collaboratively to achieve a resolution
- Work with Customer Success to fully represent the voice of the customer – identify and convey customer feedback to influence business initiatives
- Work with Thentia’s leadership team to scale the department with consideration for profitability and segmentation of support offering depending on customer type
- Own the technology used to provide service to Thentia’s customers (ZenDesk Support, Guide & Explore), maximizing the functionality of the platform, utilizing trigger and automation opportunities where relevant
- Identify opportunities for case deflection and self-service, generating help centre content and strategizing on a broad plan for the Thentia customer knowledge base
Our take
The effectiveness and efficiency of government agencies is vital in enabling them to best serve their citizens, but regulators working for these agencies can face time-consuming manual processes and inconvenient technology. Thentia Cloud for Government is an industry-leading govtech platform that is built by regulators, for regulators, delivering comprehensive solutions for the unique nature of their work.
The company has built a platform which enables regulators to manage all their regulatory requirements within one centralized, highly configurable platform. On top of its technological capabilities, Thentia also delivers access to comprehensive regulatory expertise, allowing its clients to benefit from the industry experience of its leadership.
Thentia's platform has 9 million active users, and the company has worked with numerous self-regulated and government entities across Canada and the US, as well as globally - with plans to continue expansion into the future. And with successful funding under its belt, the company is ready for even more growth, with plans to invest in AI and enhance its ability to meet the needs of its expanding global client base.
Steph
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Oct 2024
$10m
SERIES B
Jan 2024
$38m
SERIES B
Total funding: $68m
Company benefits
- Healthcare: Thentia offers first-class health, dental, and vision insurance plans to all employees
- Paid time off: Thentians are guaranteed a minimum of three weeks' vacation, in addition to generous allotments for other types of leave, such as sick days and compassionate care days
- Year-end bonuses: We provide the potential for discretionary performance bonuses for non-sales-based colleagues, based on meeting company and individual performance goals
- Professional development: In line with our values, we provide you with the accountability and autonomy to do your job and with stretch projects and assignments which in turn create personal and professional growth
Company HQ
St. Lawrence, Toronto, ON
Leadership
Brian Utley
(CEO)Prior to joining Thentia in 2024, Brian founded Periscope Holding in 2001 and spent 20 years as the President and CEO.
David English
(CFO)Previously CFO at Choreo, Periscope Holdings, Vector Solutions, Ryan, and Thomas Group.
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