Client Support Manager

  • Burlington, Ontario, Canada
  • Employees can work remotely
  • Full-time

Company Description

Chit Chats’ vision is to help Canadians deliver their goods to the world with postage at unbelievable prices. We are a fast growing entrepreneurial company making a huge impact to Canadian entrepreneurs and businesses. As ecommerce removes borders, we don’t want high Canadian postal rates to be a barrier to world commerce. We aim to remove these physical and financial restraints to create a seamless, borderless and boundless world of opportunity for Canadians.

If you find yourself at the intersection of being mission-driven, growth-minded and approachable, we’re looking for you.

 

Job Description

Reporting to the Head of Client Experience, the Client Support Manager (CSM) will provide support to the leadership team in running a multi-channel Client Care Centre (CCC) that yields outstanding support for our clients. Within this role as a manager for General, Tech, Onboarding, Client Loyalty and Retention you are accountable and responsible for all areas related to Client Experience. You provide exceptional client services, foster an environment of high employee engagement/morale and create operational efficiencies with a focus on minimizing costs, maximizing efficiency and exceptional client experience. The CSM manages the overall functions of the Client Support Leads (CSLs), all tiers of Client Support Specialists (CSS) staff, monitors and oversees the daily CS operations, tasks and responsibilities as well as run client support related projects. Uses our values and strategic anchors to guide you.

Responsibilities to Head of Client Experience

  • Work closely with the Head of Client Experience to liaise between internal and external stakeholders and departments (i.e. Tech, Communications, Operations and Fleet departments, clients and partner carriers). 

  • Uses their skills and imagination to be a part of a team who will be responsible for innovating and reinventing the future of client experience within Chit Chats.

  • Perform quarterly reviews, build training and workshops with the CSLs to achieve service levels and meet or exceed KPIs.

Responsibilities to the team

  • Over-communicate values, vision and mission with CSLs and CSS. Connect team and individual goals with how they relate to overall company direction. 

  • Conduct daily team huddles with the CSLs (when appropriate) and work with the Communications team for successful dissemination of information.

  • Be a source of knowledge and coaching for the CS team and have the ability to guide the team with the right resolution together with the CSL’s and Communications team as needed. 

  • Respond quickly and handle oneself in difficult situations by offering thorough and effective resolutions on escalated issues that promote positive client journeys

  • Effectively handle and manage client calls, chats and emails escalated from the CSL’s

  • Maintain a high proficiency in product knowledge and seek out opportunities to learn

  • Build training, workshops, training schedules and successfully oversea the onboarding of new CSS and provide continued training to CS team members

  • Ensures and holds Client Support team accountable for meeting KPIs and service levels as a team and individually

  • Set KPIs and work with the team to meet them on a consistent basis through quality assurance checks, coaching, feedback and training

  • Through on-the-job training and coaching, the CSM will play a direct role in monitoring and growing CSLs, improving CS processes and manage conflict resolution

  • Review and monitor the performance of CSLs and provide coaching, feedback and recognition to CSLs through monthly 1:1’s, weekly quality assurance reviews and quarterly performance reviews and other internal communications platform

Core Competencies:

In addition to our core values, CSMs must embody the following core competencies.

  1. Client Service

  2. Solution Provider

  3. Efficiency

  4. Attention to Detail

  5. Interpersonal Skills

  6. Anticipation and Responsiveness

  7. Technical Skills

  8. Planning and Organizing

  9. Time Management

Additional tasks or projects which may be assigned from time to time 

The above statements are intended only to describe the general nature of the job, and should not be construed as an all-inclusive list of position responsibilities.

 

Qualifications

  • Five (5) plus years of progressive management experience in a contact centre environment

  • Bilingual an asset (English and French)

  • Experience in building client loyalty and retention programs

  • Proven leadership skills including: project management, team building, results driven, accountability, dexterity, and the strength and aptitude to empower others

  • Ability to work independently, work under pressure to meet deadlines, an aptitude for multitasking, strong follow up skills with great eye for detail

  • Must have a strong commitment to provide superior client experience

  • Ability to implement strategies, measure impact and make necessary adjustments to achieve objectives

  • Proactive in planning for unforeseen and uncontrollable circumstances

  • Proven ability to multitask and excel in a fast paced environment and demonstrate effective time management

  • Excellent analytical, problem solving and organizational skills

  • Proficient in standard business office software

  • Must be comfortable with ambiguity and handling situations as they arise on the fly

  • Has strong verbal and written communication skills and the ability to communicate clearly, effectively and professionally.

  • Ability to lead, train, develop and manage a diverse work group of staff and work in a variety of shift patterns

 

Education and Experience

  • Post secondary education or equivalent combination of education and experience

Additional Information

All your information will be kept confidential according to EEO guidelines.