Customer Support Manager in Toronto, Ontario

Customer Support Manager

Job Description:

The Bilingual Customer Support Manager will be responsible for developing and delivering quality support with key focus on customer and partner satisfaction. This position requires a passion for problem solving and process improvement, a deep understanding of software technologies, finance, and the ability to learn new concepts quickly.

This is a hybrid role – 2/3 days in office

This is a Bilingual (Fully fluent in English and French) role

Key Responsibilities:

• Drive resolution and provide leadership to analysts in delivering superior service to ensure customer success

• Work closely with Senior Management to evaluate current processes and systems and assist in planning and implementing new procedures and systems to maximize efficiency

• Develop and monitor key performance indicators to measure and improve productivity

• Provide mentorship to ensure customer support department is providing effective, timely and professional client communications

• Oversee staff performance reviews, set goals and objectives

• Facilitate customer resolution for escalated calls and follow up with dissatisfied customers to ensure issues are resolved and the customers are satisfied.

Requirements:

• Bilingual: Fully fluent in English and French is required.

• 3+ years Software Support experience (Accounting, ERP or cloud-base Financial Software experience highly preferred)

• 2+ years managing a Customer Support team

• Bilingual – French and English required

• Proficiency in MS Office suite, multi-channel contact center software and client communication tracking software• Ability to understand and communicate highly complex technical / financial issues

• Strong technical analysis, troubleshooting, and problem resolution skills, including understanding of SaaS software lifecycle and ability to research software application errors, issue re-creation, and data analysis

Function:

Customer Operations

Country:

Canada

Office Location:

Toronto

Work Place type:

Hybrid

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