Senior Manager, Customer Support

July 23

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Global, Scalable Payables Automation for High-Velocity Companies

accounts payable • global payments • crowdsourcing • supplier payments • affiliate payment

1001 - 5000

Description

•This person will be responsible for managing a global team of Team Leads and Support Engineers and will own the Escalations through its resolution. •You will collaborate with various teams including Product, Operations, and Engineering. •You will build processes and systems to manage technical inquiries/escalations and will need to ensure customer satisfaction while maintaining SLA’s, enhancing efficiency, reducing contact rates, expanding self-service tools, and reducing escalations. •This position requires strong customer service skills, a technical background, and 3+ years managing technical support teams.

Requirements

•Bachelor's degree from an accredited university or college. •10+ years’ of experience in an engineering, operations support position, with 5+ years’ of experience managing and leading a team. •Scaled Omni-Channel Support Teams globally for a $200M+ Business with AI, Answer Bots etc.. •Strong technical and analytical problem solving skills to extract data (e.g. read and write SQL), investigate / troubleshoot a reported technical issue and perform root cause analysis. •Familiarity with ERP tools like Netsuite, Quickbooks, Sage, MS Dynamics, etc. •Lead and Scaled Managed Services business, would be a Plus •Familiarity with CRM Tools (Zendesk, ChurnZero, Salesforce, JIRA, Glean etc.) and analytical tools (PowerBI, Excel, Google Sheets, etc.) •Exposure to Accounting, Finance, Payments, Banking, and FinTech industries preferred. •Ability to motivate a team and encourage them to proactively seek out process improvements (Innovation / AI). •Strong verbal and written communication skills.

Benefits

•Hybrid working model that requires you to be in office Monday, Tuesday, and Thursday •Competitive salary and stock options •Matching RRSP •Extended benefits, Employee Assistance Program, life insurance, AD&D, LTD •15 days of PTO •Subsidized lunch on office days •Fresh fruit, snacks & drinks in office •Dog-friendly office •Conveniently located close to transit •Phone/internet allowance •Regular company-wide social events •Multiple ERG groups celebrating our diversity and creating an inclusive culture