Top Benefits
Health, dental, vision, and paramedical for both mind and body, life and travel insurance, and an employee assistance program.
Health spending and wellness accounts to help with expenses not covered by traditional benefits.
Equity and RRSP matching of up to 3% of your annual salary.
About the role
Who you are
- 3+ years of previous customer success experience working as a Product Specialist/Customer Success Representative/Onboarding Specialist in a high volume organization
- Previous people leadership or management experience
- A track record of ambitious career growth, exceptional customer support and the ability to motivate others to do the same
- A strong understanding of 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. You can see the big picture, but are also laser focused on delivery and execution
- Next level communication and relationship building abilities. We move fast, which means you’ll need to build a high degree of trust with peers and key stakeholders
- Ability to communicate and articulate strategic ideas with executives and deliver on high-level concepts
- An incredible passion for our customer and a connection to our purpose - to help small businesses be more successful
What the job involves
- We’re looking for a Manager, Product Support to be part of our Customer Success department
- Our Success team collaborates with other departments and stakeholders to bring our company values to life for our customers
- Reporting to the Senior Director, Customer Success, the Manager, Product Support you will work to empower your rapidly growing team and directly impact the development of our processes as we continue to scale
- We’re looking for someone who understands the importance of being a strong voice for our customers, improving our customer experience and establishing coaching techniques in a high volume customer support environment
- You will lead by example, by becoming an expert in our product and creating an environment that thrives on feedback and continuous improvement
- Manage an initial team of 6+ individuals and optimize results through effective performance management planning which includes (but not limited to) 1:1’s, “real-time” coaching, documented career plans and any other creative programs you think will be impactful. In order to be successful, our employees need to clearly understand how to get there
- 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 (Sales, Product, Marketing) to ensure the team can provide informed and proactive support in accordance with all campaigns, product launches and customer initiatives
- Drive and encourage feedback loops to help amplify a customer support environment focused on the needs of the customer and rooted in empathy
- Be incredibly reliable for our customers by utilizing strong communication skills to communicate with multiple stakeholders when things might not be going how they expected
- To be comfortable and adaptive in an agile fast-paced environment You need to be invigorated by this type of environment, and be excited by a new challenge
- Strive for execution excellence through the optimization of our platforms/tools
- Analyze, communicate, re-communicate (and maybe even obsess a bit) over success metrics and forecasting to coach, scale, and provide quality service from every team member
- Recruit, onboard and optimize success training to reduce ramp-up time for new hires
- Become an ambassador of our culture by being humble, supportive - and someone who truly gives a shit!
- Please note: to better support our team, this position has a shift of Monday to Friday, 11:00am to 8:00pm MT
Benefits
- Health, dental, vision, and paramedical for both mind and body, life and travel insurance, and an employee assistance program.
- Health spending and wellness accounts to help with expenses not covered by traditional benefits.
- Equity and RRSP matching of up to 3% of your annual salary.
- Your birthday off!
- Parental leave—complete with top-ups for up to 8 weeks.
- Monthly snack box program with plenty of options for that afternoon pick-me-up.
- Bi-weekly all company stand-ups, quarterly hackathons and town halls, and yearly all-hands professional development sessions.
- Continuous 1:1’s and honest feedback.
- A team of humble and supportive group of Jobberinos who give a sh*t about the work they’re doing.
- Opportunity to have a 1:1 session with one of our Development Coaches, take advantage of our in-house suite of learning opportunities, and build out your personal development plans.
- Hybrid work model.
- Work in either our Edmonton or Toronto office, remotely from anywhere in Canada or the US, or a combination of both.
- Monthly home office allowance and a one-time stipend to help equip your home office.
About Jobber
Software Development
1001-5000
Jobber is an award-winning software for small home service businesses.
Unlike spreadsheets or pen and paper, Jobber keeps track of everything in one place and automates day-to-day operations, so small businesses can run smoothly and provide five-star service at scale.
Jobber is used by 300,000 home service pros to serve over 27 million properties in more than 60 countries. The company continually ranks as one of Canada's fastest-growing and most innovative companies by Canadian Business and Macleans, The Globe and Mail, Fast Company, and Deloitte
Top Benefits
Health, dental, vision, and paramedical for both mind and body, life and travel insurance, and an employee assistance program.
Health spending and wellness accounts to help with expenses not covered by traditional benefits.
Equity and RRSP matching of up to 3% of your annual salary.
About the role
Who you are
- 3+ years of previous customer success experience working as a Product Specialist/Customer Success Representative/Onboarding Specialist in a high volume organization
- Previous people leadership or management experience
- A track record of ambitious career growth, exceptional customer support and the ability to motivate others to do the same
- A strong understanding of 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. You can see the big picture, but are also laser focused on delivery and execution
- Next level communication and relationship building abilities. We move fast, which means you’ll need to build a high degree of trust with peers and key stakeholders
- Ability to communicate and articulate strategic ideas with executives and deliver on high-level concepts
- An incredible passion for our customer and a connection to our purpose - to help small businesses be more successful
What the job involves
- We’re looking for a Manager, Product Support to be part of our Customer Success department
- Our Success team collaborates with other departments and stakeholders to bring our company values to life for our customers
- Reporting to the Senior Director, Customer Success, the Manager, Product Support you will work to empower your rapidly growing team and directly impact the development of our processes as we continue to scale
- We’re looking for someone who understands the importance of being a strong voice for our customers, improving our customer experience and establishing coaching techniques in a high volume customer support environment
- You will lead by example, by becoming an expert in our product and creating an environment that thrives on feedback and continuous improvement
- Manage an initial team of 6+ individuals and optimize results through effective performance management planning which includes (but not limited to) 1:1’s, “real-time” coaching, documented career plans and any other creative programs you think will be impactful. In order to be successful, our employees need to clearly understand how to get there
- 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 (Sales, Product, Marketing) to ensure the team can provide informed and proactive support in accordance with all campaigns, product launches and customer initiatives
- Drive and encourage feedback loops to help amplify a customer support environment focused on the needs of the customer and rooted in empathy
- Be incredibly reliable for our customers by utilizing strong communication skills to communicate with multiple stakeholders when things might not be going how they expected
- To be comfortable and adaptive in an agile fast-paced environment You need to be invigorated by this type of environment, and be excited by a new challenge
- Strive for execution excellence through the optimization of our platforms/tools
- Analyze, communicate, re-communicate (and maybe even obsess a bit) over success metrics and forecasting to coach, scale, and provide quality service from every team member
- Recruit, onboard and optimize success training to reduce ramp-up time for new hires
- Become an ambassador of our culture by being humble, supportive - and someone who truly gives a shit!
- Please note: to better support our team, this position has a shift of Monday to Friday, 11:00am to 8:00pm MT
Benefits
- Health, dental, vision, and paramedical for both mind and body, life and travel insurance, and an employee assistance program.
- Health spending and wellness accounts to help with expenses not covered by traditional benefits.
- Equity and RRSP matching of up to 3% of your annual salary.
- Your birthday off!
- Parental leave—complete with top-ups for up to 8 weeks.
- Monthly snack box program with plenty of options for that afternoon pick-me-up.
- Bi-weekly all company stand-ups, quarterly hackathons and town halls, and yearly all-hands professional development sessions.
- Continuous 1:1’s and honest feedback.
- A team of humble and supportive group of Jobberinos who give a sh*t about the work they’re doing.
- Opportunity to have a 1:1 session with one of our Development Coaches, take advantage of our in-house suite of learning opportunities, and build out your personal development plans.
- Hybrid work model.
- Work in either our Edmonton or Toronto office, remotely from anywhere in Canada or the US, or a combination of both.
- Monthly home office allowance and a one-time stipend to help equip your home office.
About Jobber
Software Development
1001-5000
Jobber is an award-winning software for small home service businesses.
Unlike spreadsheets or pen and paper, Jobber keeps track of everything in one place and automates day-to-day operations, so small businesses can run smoothly and provide five-star service at scale.
Jobber is used by 300,000 home service pros to serve over 27 million properties in more than 60 countries. The company continually ranks as one of Canada's fastest-growing and most innovative companies by Canadian Business and Macleans, The Globe and Mail, Fast Company, and Deloitte