Job Description
The Manager, Customer Support will manage an initial team of 6+ individuals and optimize results through effective performance management planning which includes 1:1’s and coaching. Drive both qualitative and quantitative results to ensure 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. Strive for execution excellence through the optimization of our platforms/tools. Analyze 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 Jobber's culture.
About Jobber
Jobber helps people in small businesses be successful by providing home and field service companies tools to quote, schedule, invoice and collect payments.