Manager, Customer Support

November 25

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Jobber

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SaaS • B2B

Jobber is a SaaS platform that helps home-service businesses (such as HVAC, plumbing, landscaping, cleaning, and other field service trades) manage quoting, scheduling, dispatch, invoicing, payments, customer communications, and operations from a single app. It offers CRM, automated workflows, AI features for job pricing and communications, online booking and payments, and reporting to help small and midsize service contractors save time, win more jobs, and grow revenue.

501 - 1000 employees

Founded 2011

☁️ SaaS

🤝 B2B

📋 Description

• Manage an initial team of 6+ individuals and optimize results through effective performance management planning • 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 to ensure the team can provide informed and proactive support • Drive and encourage feedback loops to help amplify a customer support environment focused on the needs of the customer • Be incredibly reliable for our customers with strong communication skills • Comfortable and adaptive in an agile fast-paced environment • Strive for execution excellence through the optimization of our platforms/tools • Analyze, communicate, re-communicate over success metrics and forecasting • Recruit, onboard and optimize success training to reduce ramp-up time for new hires • Become an ambassador of our culture by being humble and supportive

🎯 Requirements

• Previous customer success experience working in a support function, in a high volume organization • Strong previous people leadership or management experience in a support function • Experience managing a support team within a high volume, call centre environment • A track record of ambitious career growth, exceptional customer support and the ability to motivate others to do the same • A strong understanding of Service Cloud/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 • Next level communication and relationship building abilities • Ability to communicate and articulate strategic ideas with executives • An incredible passion for our customer and a connection to our purpose

🏖️ Benefits

• Annual stipends for health and wellness • Retirement savings matching • Extended health package with fully paid premiums for body and mind • Equity rewards • Dedicated talent development program including career coaching and opportunities for career development • Support for all breaks: from vacation to rest and recharge, birthday off, health days, and parental leave top-ups