Customer Support Manager - #449652
EcoOnline Global
Date: 4 days ago
City: Toronto, ON
Contract type: Full time
Want to be a part of a company that’s making a difference?
We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.
Impact: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.
Innovation: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.
Growth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.
We're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.
Our culture code, a set of principles that underpins our values, is our commitment to each other and working better together.
Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact!
About The Role
As a Customer Support Manager within our Professional Services team at EcoOnline, you hold a pivotal position. Your leadership will guide and empower a dedicated support team who consistently deliver exceptional assistance and expedient issue resolution to our expanding client base. With our unwavering commitment to customer satisfaction and delivering unparalleled support services, your influential leadership will play a crucial role in upholding the highest standards of quality and driving your team towards the achievement of ambitious goals.
Key Responsibilities
Team Management: Lead, supervise, and inspire a support team, fostering their growth and development. This includes training new members, setting performance objectives, conducting performance evaluations, and providing regular feedback to ensure individual and team success.
Customer Support: Ensure the timely and effective resolution of customer inquiries, complaints, and technical issues across various communication channels. Assist the team in handling complex or escalated cases, employing a customer-centric approach to maintain high customer satisfaction levels.
Collaboration: Promote a culture of collaboration and open communication within the support team, as well as with other departments. Collaborate closely with key stakeholders and internal/external partners to address customer needs, share valuable insights, and provide feedback for continuous improvements.
Process Improvement: Collaborate with other Customer Experience Managers and the Head of Customer Service to evaluate and optimise support processes and workflows. Identify opportunities to streamline operations, reduce customer wait times, and enhance the overall support experience. Utilise key processes and tools to achieve operational excellence and align with the company's strategy.
Training and Development: Provide ongoing training, coaching, and development opportunities to support team members, equipping them with the necessary skills, product knowledge, and customer service expertise. Foster a learning environment that promotes continuous improvement and empowers team members to deliver exceptional support.
Leadership, Communication, Documentation, and Compliance: Demonstrate strong leadership skills, effectively communicating expectations, goals, and strategies to the team. Maintain comprehensive documentation of support processes, customer interactions, and internal procedures. Ensure compliance with relevant policies, regulations, and industry best practices to uphold quality standards and promote customer trust.
Personal Development: Stay updated on industry trends, technologies, and best practices in helpdesk management and customer support.
What We're Looking For
Excellent Communication and Customer Service Skills: Possess strong verbal and written communication abilities to effectively interact with customers and provide exceptional service experiences.
2+ Years of Experience: Demonstrating a minimum of two years of relevant experience in a similar role, preferably in a customer support or IT environment, indicating a solid foundation in the field.
IT Environment and Software Systems Knowledge: Having prior experience working in an IT environment and possessing knowledge of software systems, showcasing an understanding of technical aspects relevant to the role.
Team Leadership Experience: Displaying previous experience in leading teams, guiding and motivating individuals to achieve team goals, and fostering a collaborative work environment.
Ability to Thrive Under Pressure: Demonstrating the capacity to perform effectively and maintain composure in high-pressure situations, ensuring timely and efficient resolution of customer issues.
Effective Workload Management: Exhibiting the capability to manage one's own workload efficiently while providing support to others in effectively managing their tasks, demonstrating strong organisational and prioritisation skills.
Customer and Key Stakeholder Relationship Management: Skilled in developing and nurturing relationships with customers and key stakeholders, emphasising a customer-centric approach and building long-term partnerships.
Our Benefits
We offer a variety of global benefits which are listed below! Please note a country-specific breakdown will be provided during your interview process.
We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.
At EcoOnline, we believe in the power of technology to reshape how organisations protect their people and the planet, paving the way for a safer, more sustainable future.
As a global SaaS leader, we’re at the forefront of innovation in workplace health, safety, and sustainability. Our team is passionate about creating meaningful impact and making a real difference.
Trusted by over 11,000 customers, we’re recognised as pioneers in our field, delivering expertise and guidance to empower our customers at every stage of their safety and sustainability journey.
We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliver solutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.
Impact: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.
Innovation: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.
Growth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.
We're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.
Our culture code, a set of principles that underpins our values, is our commitment to each other and working better together.
Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact!
About The Role
As a Customer Support Manager within our Professional Services team at EcoOnline, you hold a pivotal position. Your leadership will guide and empower a dedicated support team who consistently deliver exceptional assistance and expedient issue resolution to our expanding client base. With our unwavering commitment to customer satisfaction and delivering unparalleled support services, your influential leadership will play a crucial role in upholding the highest standards of quality and driving your team towards the achievement of ambitious goals.
Key Responsibilities
Team Management: Lead, supervise, and inspire a support team, fostering their growth and development. This includes training new members, setting performance objectives, conducting performance evaluations, and providing regular feedback to ensure individual and team success.
Customer Support: Ensure the timely and effective resolution of customer inquiries, complaints, and technical issues across various communication channels. Assist the team in handling complex or escalated cases, employing a customer-centric approach to maintain high customer satisfaction levels.
Collaboration: Promote a culture of collaboration and open communication within the support team, as well as with other departments. Collaborate closely with key stakeholders and internal/external partners to address customer needs, share valuable insights, and provide feedback for continuous improvements.
Process Improvement: Collaborate with other Customer Experience Managers and the Head of Customer Service to evaluate and optimise support processes and workflows. Identify opportunities to streamline operations, reduce customer wait times, and enhance the overall support experience. Utilise key processes and tools to achieve operational excellence and align with the company's strategy.
Training and Development: Provide ongoing training, coaching, and development opportunities to support team members, equipping them with the necessary skills, product knowledge, and customer service expertise. Foster a learning environment that promotes continuous improvement and empowers team members to deliver exceptional support.
Leadership, Communication, Documentation, and Compliance: Demonstrate strong leadership skills, effectively communicating expectations, goals, and strategies to the team. Maintain comprehensive documentation of support processes, customer interactions, and internal procedures. Ensure compliance with relevant policies, regulations, and industry best practices to uphold quality standards and promote customer trust.
Personal Development: Stay updated on industry trends, technologies, and best practices in helpdesk management and customer support.
What We're Looking For
Excellent Communication and Customer Service Skills: Possess strong verbal and written communication abilities to effectively interact with customers and provide exceptional service experiences.
2+ Years of Experience: Demonstrating a minimum of two years of relevant experience in a similar role, preferably in a customer support or IT environment, indicating a solid foundation in the field.
IT Environment and Software Systems Knowledge: Having prior experience working in an IT environment and possessing knowledge of software systems, showcasing an understanding of technical aspects relevant to the role.
Team Leadership Experience: Displaying previous experience in leading teams, guiding and motivating individuals to achieve team goals, and fostering a collaborative work environment.
Ability to Thrive Under Pressure: Demonstrating the capacity to perform effectively and maintain composure in high-pressure situations, ensuring timely and efficient resolution of customer issues.
Effective Workload Management: Exhibiting the capability to manage one's own workload efficiently while providing support to others in effectively managing their tasks, demonstrating strong organisational and prioritisation skills.
Customer and Key Stakeholder Relationship Management: Skilled in developing and nurturing relationships with customers and key stakeholders, emphasising a customer-centric approach and building long-term partnerships.
Our Benefits
We offer a variety of global benefits which are listed below! Please note a country-specific breakdown will be provided during your interview process.
- Generous Paid Time Off
- Extended Parental Leave
- Robust Health Coverage
- Accelerated Learning Paths
- Team Wellness Initiatives
- Company-wide Events
- Employee Resource Groups
- ️ Recognition awards
We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.
At EcoOnline, we believe in the power of technology to reshape how organisations protect their people and the planet, paving the way for a safer, more sustainable future.
As a global SaaS leader, we’re at the forefront of innovation in workplace health, safety, and sustainability. Our team is passionate about creating meaningful impact and making a real difference.
Trusted by over 11,000 customers, we’re recognised as pioneers in our field, delivering expertise and guidance to empower our customers at every stage of their safety and sustainability journey.
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