Customer Support Manager
Who We Are
You name it, we’ve done it. GlobalStep partners with the world’s leading and innovative brands, bringing compelling and high impact digital experiences to life, fast and flawless. Our specialized digital practice has helped 100s of clients develop, launch, monetize and support 1000s of products and services globally.
Serving leading and disruptive brands since 2006, we use proprietary tools, frameworks, and our deep client experience to provide end-to-end comprehensive suite of services across the product and customer lifecycle. These services include design, development, quality assurance, localization, customer support and analytics.
With a global set of service locations across 3 continents, we have a tightly integrated services model across geographies and lines of service aimed and focused on the success of our clients.
Your life at GlobalStep
Due to continued growth in Canada and beyond, GlobalStep, is hiring a talented, skilled, and experienced Customer Support Manager to join our team at our Montreal office. As the Customer Support Manager, you are solution focused and believe that Customer Experience is far more than just answering customers questions. You will lead the establishment of QA best practices, and drive the processes and tools needed to ensure quality objectives are met, from the first conception and design doc to the last release checklist. Additionally, you will have the opportunity to manage a team of QA specialists, mentoring and leading them towards success and career progression.
1. Client Management
· Manage multiple clients/projects, mainly related to customer support
· Develop and foster relationships with client personnel
· Responsible for client account management
· Participate in and lead proposal efforts where necessary, including completing project scoping
· Set and manage client expectations appropriately
· Be able to find the best possible solutions to client requests
· Cross-sell services to clients when possible and appropriate
· Continually seek opportunities to increase customer satisfaction and deepen client relationships
· Report project statuses and information to management team on a regular basis
· Prepare and present WBR and MBRs for clients
2. Team Handling
· Provide relevant and thorough briefings to support teams
· Track KPI and performance metrics both internal and external
· Implement any process changes/improvements accordingly
· Hold weekly status meetings with all support teams
· Manage, lead and motivate front line agents and team supervisors
3. Training and Mentoring
· Responsible of the development of our people
· Ensure the valid training is devised based on the gaps identified Measure effectiveness of training. Correct or modify the training program to make it most efficient and meaningful
· Mentor and train new staff
· Provide real time performance feedback to agents
· Provide quarterly evaluation feedback to agents
· Help identify areas where training material or processes may need revision and updates
4. Client Management Supervision
· Review staffing and financial forecasting is aligned
· Track performance progress in conjunction with KPI milestones and requirements
· Primary point of contact for internal queries raised by agents and client
· Resolve conflicts/issues and escalate to others as appropriate, including IT related issues and help tickets
Qualifications / Education
10+ years experience in the Customer Support
3+ years experience in managing teams directly
3+ years in managing an environment with several clients at 1 time
Leadership: Ability to inspire and motivate a team towards achieving goals and maintaining high performance.
Communication: Excellent verbal and written communication skills to interact with staff, clients, and other stakeholders.
Problem-solving: Aptitude for analyzing issues and finding practical solutions to address challenges that arise in the call center.
Decision-making: Sound judgment to make timely and well-informed decisions that positively impact operations and customer satisfaction.
Time management: Efficiently manage time and prioritize tasks to meet deadlines and handle various responsibilities.
Conflict resolution: Skill in handling conflicts and resolving disputes between team members or with customers.
Customer service orientation: Commitment to delivering exceptional customer service and ensuring a positive customer experience.
Team building: Ability to foster a cohesive and productive team environment, encouraging collaboration and camaraderie.
Performance management: Skill in setting performance goals, providing feedback, and conducting performance evaluations for team members.
Data analysis: Capability to interpret call center metrics and use data-driven insights to enhance performance and efficiency.
Training and coaching: Proficiency in training new employees and providing ongoing coaching to improve the skills of existing staff.
Adaptability: Flexibility to handle changing situations and adapt strategies based on evolving business needs.
Technology proficiency: Familiarity with call center software, customer relationship management (CRM) systems, and other relevant tools.
Emotional intelligence: Ability to understand and manage one's emotions and empathize with team members and customers.
Budgeting and cost control: Skill in managing call center expenses and optimizing resources effectively.
Conflict management: Capability to de-escalate difficult situations and resolve conflicts in a professional manner.
Process improvement: Dedication to identifying areas for improvement in call center processes and implementing changes to increase efficiency.
Strategic thinking: Capacity to plan and execute long-term strategies that align with the organization's goals.
Performance metrics monitoring: Ability to track and analyze key performance indicators (KPIs) to ensure targets are being met.
Multitasking: Skill in handling multiple tasks simultaneously without compromising on quality or productivity.
- Health insurance
- Excellent paid vacation policy
- Company-paid holidays
- EAP programs
What we offer
GlobalStep is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
Job Types: Permanent, Full-time
Ability to commute/relocate:
- Montréal, QC H2S 3L5: reliably commute or plan to relocate before starting work (preferred)
Work Location: Hybrid remote in Montréal, QC H2S 3L5