Senior Manager of Customer and Technical Support, Certn
Fixed Term Contract
CA$106-132.5k
AI-powered background checks for enterprises
Be an early applicant
AI-powered background checks for enterprises
201-500 employees
Be an early applicant
CA$106-132.5k
201-500 employees
Company mission
To help companies of all sizes build trust in people.
Role
Who you are
- Proven track record of being adaptable to change and delivering great customer service in ambiguous or complex environments
- Comfortable with technology and familiarity with tooling used in SaaS companies to complete actions related to Customer Support (CRMs and ticketing software such as Zendesk, Intercom, Hubspot, Atlassian products, etc.)
- Hands-on experience with SQL for data analysis and reporting
- Proficient in diagnosing and resolving API issues
- Experience implementing and configuring support tooling
- Comfortable setting performance targets and objectives for direct reports
- Comfortable managing employee expectations and resolving issues
- Ability to learn and pick up new information and interpret client requirements quickly
- Comfortable working with incomplete information and teasing out solutions
- Experience leading Tier 2 or Escalated Support teams
- Experience driving product changes in a SaaS environment
- Experience in AI training and conversational design
- Previous experience implementing and managing Support tooling
- Strong personal communication skills
- Strong work ethic, with the desire to ‘roll up sleeves’ and get the job done
What the job involves
- The Senior Manager, Customer and Technical Support is a strategic leader responsible for optimizing the performance, scalability, and long-term sustainability of Certn’s Global Support operations
- Reporting to the Director of Support (until their maternity leave), the Senior Manager will play a key role in setting strategy, influencing cross-departmental priorities, and ensuring that support-led insights inform product development, operational planning, and overall customer success
- By proactively identifying opportunities for improvement and mobilizing the right resources, this leader helps ensure a seamless, responsive experience for Certn’s global customer base
- Drive team engagement by fostering a collaborative culture, coaching leaders to enhance their effectiveness, and leveraging support metrics to inform decisions and optimize team performance
- Set, manage, and adjust team objectives for direct reports, ensuring alignment with Certn and customer goals. Oversee a comprehensive performance management strategy, including QA processes and service level objectives
- Collaborate closely with Operations, Product, Sales, and Customer Success teams to align support strategies with new product launches and evolving customer expectations. Ensure that the support function is fully integrated with Certn’s go-to-market initiatives
- Lead the team in establishing consistent processes to resolve client and applicant issues. Make decisions on resource allocation and team structure to meet performance targets and maintain 24/7 global coverage. Empower the team to resolve support queries across all channels, adhering to Certn’s Legal and Compliance SOPs
- Make day-to-day decisions on resource allocation, tool management, and team structure to ensure alignment with and the achievement of performance targets, 24/7 global coverage, and to meet the evolving needs of Certn
- Collaborate with the Support Leadership team to enhance self-serve resources, including AI/chatbot responses and internal documentation
- Collaborate with Product to identify, analyze, and report on key support volume drivers, maintain detailed records and make recommendations for reducing and mitigating future support volume
- Collaborate with Product to improve internal tooling and platform efficiency
- Collaborate with clients and the Product team to streamline and resolve API integration issues
- Implement tooling and process changes to automate repetitive support inquiries and improve support efficiency
- Support high-level client escalations by troubleshooting and resolving technical issues impacting clients and applicants
Our take
Certn’s platform allows people to gain fast access to background checks, from criminal records through to motor vehicle records and even credit checks. Its software allows recruiters to save time and money in the hiring process, as the standard 3-4 days for completing background checks is reduced to hours.
Currently, the solution is used by over 2,800 enterprises, including leading employers, staffing firms and property management companies. However, it is not the only player using AI to conduct background checks; Checkr, GoodHire, and HireRight are some of the leading companies that are solving this years-old problem in different parts of the world, and Certn will have to work hard to stand out in this crowded space.
The company looks poised for a period of rapid international expansion over the next few years, thanks to considerable funding amounting to $115 million in 2023 and the acquisition of UK-based background check provider Credence and Australian Intercheck. It also astutely hired CTO Susan Davis (ex-VP of Engineering at Dessa and Xtiva Financial Systems) in 2021.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2023
$30m
SERIES B
May 2022
$50m
SERIES B
Total funding: $112.9m
Company benefits
- 4 weeks paid vacation
- 12 wellness days
- Extensive health benefits
- Family support program (including support for new parents and caregivers)
- Remote-first and support for flexible remote arrangements
- Green transportation allowance
- Fitness & wellness allowance
- Work from home allowance
- Professional development Budget
- And a few more goodies!
Company HQ
Harris Green, Victoria, BC
Leadership
Evan Dalton
(Co-Founder & Co-CEO)Former VP of Business Development at home rental fintech company RentMoola. Former Office Leasing Advisor at Cushman & Wakefield.
Owen Madrick
(Co-Founder, Co-CEO & CFO)Chartered Accountant & former VP of Finance at RentMoola. Former Grant Thornton LLP Manager, and Director of Finance at DFH Real Estate.
Andrew McLeod
(Co-Founder & Co-CEO)Forbes 30 Under 30 Nominee and Remote Tech CEO of the Year 2021. Co-founder of sports equipment company Emei Products (acquired 2021). Former CSO at RentMoola.
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