Manager of Customer Support, Jobber
+ Stock Options
Job tracking and customer management software for home service businesses
Job no longer available
Job tracking and customer management software for home service businesses
1001+ employees
Job no longer available
+ Stock Options
1001+ employees
Company mission
To help home service professionals around the world win.
Role
Who you are
- 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
- 3+ years of previous customer success experience working as a Product Specialist/Customer Success Representative/Onboarding Specialist in a high volume organization or SaaS environment
- 3+ years of previous people leadership or management experience
- A track record of ambitious career growth, exceptional customer support and the ability to motivate others to do the same
- A strong understanding of 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
- 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 Customer 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 Director, Customer Support, the Manager, Customer Support you will work to empower your rapidly growing team and directly impact the development of our processes as we continue to scale
- 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 shit!
- Please note: to better support our team, this position have a shift of Monday to Friday, 11:00am to 8:00pm MT
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
15% employee growth in 12 months
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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