Global Client Support Manager

Job not on LinkedIn

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

StoreForce

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2010

☁️ SaaS

🛒 Retail

🤝 B2B

💰 Private equity on 2023-04

SaaS • Retail • B2B

StoreForce is an all-in-one retail operations SaaS platform for specialty retailers that centralizes workforce management, KPI and performance management, retail execution, and employee engagement. It provides mobile and enterprise modules that give real-time visibility and enable retail executives, field managers, and store staff to communicate, execute strategies, optimize labor, and improve store performance.

📋 Description

• Responsible for delivering the StoreForce Solution through client support • Lead the daily activities of the helpdesk; Provide direction and follow up to ensure the team meets its deliverables • Help remove obstacles; Act as the voice of the customer internally • Surface trends, bug patterns, and product feedback to Engineering and Product leadership • Partner with Sales and Client Success to define support entitlements and coverage models across customer tiers • Ensure 24/7 global coverage models are in place, and SLA compliance is maintained across all regions and customer segments • Manage all escalated issues through to resolution; Maintain helpdesk statistics, provide routine reporting, and look for trends that can be actioned • Maintain Zendesk and any other systems in use, and conduct research to stay on top of new features or tools

🎯 Requirements

• Proven track record of managing globally distributed support teams across multiple time zones • Experience developing and upskilling teams • Data-driven mindset with experience building and interpreting support analytics dashboards • Experience in retail support (operations or technology) • Experience in administering or supporting helpdesk and ticketing systems • Effective written and verbal communication skills • Strong Excel Skills • Zendesk Experience an asset • Experience with AI-powered support tooling or self-service/deflection program design an asset • Familiarity with ITIL, HDI, or other support/service management frameworks an asset

🏖️ Benefits

• Employer-paid health benefits including dental, prescription drug coverage, and a Health Spending Account • RRSP Matching with First Time Home Buyer support • Company paid training and professional development • Extended Long Weekends and Religious Observance Days • Employee Referral Program • Spotlight Recognition Bonus Program • Dedicated Employee Assistance Program (EAP)