Senior Manager, Support Operations

Client Support Ottawa, Ontario Vancouver, British Columbia Montreal, QC Remote - Canada


Description

Senior Manager, Support Operations 


Job Overview:

The Senior Manager, Support Operations role will manage the email marketing brands product support teams under the Martech group at J2. This role will be responsible for the delivery of exceptional technical support while finding ways to improve client retention and amplify the customer voice internally.
This individual will need to have a passion for building and managing a world-class support services organization, leveraging support personnel, technologies, and proven best practices to ensure that our products are properly supported alongside our employees and partners. We are seeking an individual that can strengthen the support team by contributing creative ideas, expertise, knowledge, high professional standards,  team spirit and enthusiasm about the customer. 

We are looking for someone who will proactively identify areas to leverage and develop strategies and execute plans to improve systems and processes.. This person should be highly organized, have a track record delivering a wide range of initiatives, experience collaborating with cross-functional teams and a passion for delivering an exceptional customer experience. 

The ideal candidate has experience establishing, building, coaching, and evolving support services that span desktop support, ticket/issue management, metrics-driven quality of service, and an ability to both lead and do. They must be able to define and execute plans to improve the customer experience and actively take ownership of challenges and solutions. They should be comfortable in a rapid and evolving environment focusing on continual improvement for our customers, teams and business.  


Job Duties:

  • Own the execution of the strategy and operations for the Email Marketing customer support teams.
  • Develop and execute support operations strategy, metrics, roadmap, workstreams, and operating procedures to ensure a seamless, scaled and world-class experience for internal teams and customers.
  • Drive improvements in efficiency, quality, response times and satisfaction across the entire customer support organization and the customer experience.
  • Manage a fast-paced queue of support operations requests, prioritize requests according to business impact, and drive to appropriate completion dates.
  • Define and own all metrics and dashboards, providing visibility of the daily, weekly, and monthly performance of the team and channels. 
  • Continually train, develop and foster a motivated high-performance team that is committed to and passionate about delivering an exceptional customer experience
  • Partner with leadership to present the state of the business at monthly and quarterly business reviews.
  • Actively collaborate across departments to advocate for the customer and drive change within the product and services offerings. 
  • Mentor and coach brand specific Support Managers to ensure we are supporting an exceptional customer experience. 

 Job Requirements:

    • 4+ years in a customer support/technical support management role
    • 5-7+ years in call center environment 
  • Flexible attitude towards working hours
  • Ability to conceptualize, plan and deploy technology in a strategic and/or tactical manner
  • Strong influencing skills, the ability to interface at all levels of the organization
  • Ability to develop solutions through collaboration
  • Ability to identify problems and think 10 steps ahead on impacts
  • Ability to build teams offshore
  • Strong conflict resolution and problem solving skills
  • Determination, ambition and a hard-work ethic
  • An enthusiastic attitude to customer service and support
  • Exceptional verbal, written and presentation skills
  • The ability to work unsupervised as well as within a team
This is a remote/office-based position which may be performed anywhere in the United States except within Colorado.

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