Jobber

Customer Support

• 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

Customer Support Manager