Notified is adding a Supervisor, Customer Support to the Support team in Toronto.
Location/Shift: Our expectation at this time is you will work from our office, located at 155 University Avenue, on Tuesday, Wednesday and Thursday with flexibility to work from home on Monday and Friday. The shift will be Monday - Friday, 1:00 p.m. – 10:00 p.m. ET. On in-office days, you will start your shift on-site at 1:00 p.m. and there may be flexibility to end your shift from home, at management’s discretion.
Job Summary: Supervisor, Customer Support is primarily responsible for monitoring and ensuring the accurate and timely execution of all service tickets and tasks by specialists each day. Supervisors are expected to step in and help with the queue during peak periods, and to act as an escalation point for issues and tickets at risk of failing to meet accurate or timely execution. They will also aid in creating and helping to implement the strategy to successfully support our customers (Clients, Partners and/or Attendees) as well as being the liaison between the Customer Support Team, Managers and Directors, and other internal teams including Sales, Product, IT, Customer Experience and Service Delivery. This includes driving up individual and team performance, as well as ensuring all processes are applied and understood by specialists daily.
This position is responsible for making sure our customers have access to the right support resources to make them successful. The ultimate goal is to ensure our employees are capable of and self-sufficient in delivering exceptional customer experience using Notified platforms.
Essential Duties:
Responsible for ensuring the success of all levels of Customer Support Specialists, globally
Responsible for participating in creating and supporting the customer journey and support processes necessary to deliver exceptional customer service.
Monitor ticket queues to ensure client SLAs are appropriately met daily. Escalate emergencies to Mgrs. and Directors or act as owner in their absence.
Work closely with Notified Technical Teams on platform escalations, bugs and enhancements.
Assist in tracking the status of defects as well as workarounds and provide insight into prioritization needs to Notified Product Teams and 3rd party vendors along with Managers.
Act as liaison between Customer Support and Sales, Product, IT, Customer Success and Service Delivery teams as necessary.
Manage client escalations and conduct initial resolution of issues escalated by Customer Support Specialists, Sales and Services Delivery Teams.
Work with Managers. on the remediation process with customers impacted by Support issues and help ensure all relevant parties are kept informed.
Track and report on the needs of the desk, helping to define the criteria for the team’s successful execution, escalating recurring issues with a focus on issue prevention.
Act as incident commander in the absence of Director, Customer Support, Sr. Manager, Customer Support and Manager, Solutions
Assist Managers, Senior Managers and Directors in tracking and utilizing data to drive performance across KPIs.
Coach and manage the performance of team members to ensure accuracy, productivity and that customer service skills are continually improving.
Minimum Qualifications:
Bachelor’s Degree from an accredited college or university required. Equivalent work experience in a similar position may be substituted for education requirements.
4 years of professional experience required.
1 year of management experience preferred.
Advanced computer skills in Microsoft Office.
Experience in fast-paced customer service environments.
Exceptional verbal and written communication. Can communicate in both business and technical terms.
Compensation will be commensurate with experience. The hiring pay range for this position is anticipated between $35.00 to $38.00 CAD per hour.
Do not meet every single requirement?
At Notified, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience does not align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or another role.
Learn more at https://www.notified.com/ and follow us on LinkedIn, Instagram and X.
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