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ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
performance managementcoachingchange managementcustomer supportKPI analysisdata analysisrecruitmentonboarding optimizationcustomer satisfaction metricscontact centre operations
Soft Skills
leadershipcommunicationrelationship buildingteam managementfeedback facilitationproblem-solvingcollaborationhumilitysupportivenessmotivation
Tools & Technologies
performance management frameworkscustomer support platformsfeedback toolscommunication toolsdata analysis toolsKPI tracking systemsrecruitment softwareonboarding systemscollaboration platformscontact centre software
Industry Keywords
high-volume customer supportcontact centre environmentcustomer satisfactioncontinuous improvementstakeholder communicationteam optimizationambassador of culturequalitative resultsquantitative resultssupport for small businesses
About the role
Key responsibilities & impact- Manage an initial team of 10-12 individuals and optimize results through effective performance management planning
- Identify recurring behavioural patterns across your team and coach to root cause
- A solid grasp of contact centre operations and KPIs
- Navigate escalated customer situations that fall outside standard policy
- Build and iterate on performance management frameworks
- Drive both qualitative and quantitative results to ensure customer satisfaction
- Collaborate with other leaders and departments at Jobber for informed support
- Drive and encourage feedback loops for continuous improvement
- Communicate reliably with multiple stakeholders
- Optimize our platforms/tools for execution excellence
- Analyze, communicate, and re-communicate success metrics for quality service
- Support the recruitment and onboarding optimization for new hires
- Become an ambassador of our culture by being humble and supportive
Requirements
What you’ll need- Recent experience managing in a high-volume customer support or contact centre environment
- Tested and mature coaching and leadership frameworks, demonstrated change management rigor
- Experience driving impact at scale, beyond immediate direct reports
- A track record of ambitious career growth, exceptional customer support and the ability to motivate others to do the same.
- Next level communication and relationship building abilities.
- A genuine connection to our purpose - you care about helping small businesses succeed, and that shows up in every decision you make for your team and your customers
Benefits
Comp & perks- equity rewards
- annual stipends for health and wellness
- retirement savings matching
- extended health package with fully paid premiums for body and mind
- access to a dedicated talent development program