Manager of Customer Experience

As the Manager of Customer Experience, you will oversee a team of Customer Experience Representatives (CXRs) and Senior CXRs. You will work with your team to continue to grow their skills and professional attributes. In this role, you maintain and contribute to the Customer Experience strategy, and ensure your team's performance aligns with the company strategy. As a manager, you will also help improve processes and create efficiencies within your team and across departments, ensuring a consistent and quick resolution of customer issues on the platform.

You will work closely with Customer Success leadership to report on performance and areas of opportunity within the CS team, while also working closely with the Engineering Department to ensure strong cooperation between individual contributors and satisfactory results for prospects and customers.

Responsibilities

As a Manager of Customer Experience, you will:

Alongside the Senior Manager, maintain the optimal functioning of the Customer Experience Tech Stack, including Hub Spot Service Hub.

Motivate the Customer Experience team to consistently hit team targets and metrics.

Ensure satisfactory levels of technical platform and troubleshooting knowledge for all of your Representatives, especially for team members located abroad who can not attend regular training sessions.

Assist and support the migration and onboarding process for new enterprise customers.

Identify areas for improvement and opportunities for efficiency, and bring these forward to departmental leadership, such as Product, Product Marketing, and Engineering.

Own the prioritization of tickets, projects, and tasks to ensure ultimate customer satisfaction.

Distribute additional projects among team members as required.

Qualifications

Desired Skills and Experience 2-3 years of experience in managing teams.

Proven understanding of technology and resolving customer concerns.

Excellent written and verbal communication skills, with the ability to explain challenging situations concisely and in a user-friendly manner.

Excellent organization and time management skills. You excel in a fast-paced environment.

Strong analytical skills and ability to think critically.

Ability to work independently and as part of a team.

SaaS or start-up experience is an asset.

Experience in digital, social media marketing, and related technologies is an asset.

A post-secondary degree or diploma is an asset.

Fluency in additional languages is considered an asset.

About You You pick up new technologies quicker than most and love to understand how things work. You have the confidence to figure out the unknown.

You have a customer-first mentality and know what questions to ask to get to the crux of an issue.

You think outside of the box. Finding creative solutions to solve problems for your customers is what drives you.

You care about what you do and about those around you. You love working as part of a team.

Don't meet every qualification? Research shows that equity-deserving groups like women and people of colour are 20% less likely to apply to jobs unless they are 100% qualified. Dash Social is committed to diversity, equity, and inclusion by representing the diverse communities we serve. Our culture values differences and ensures that every current and prospective team member has equitable access to opportunities to succeed.

If you are interested and excited about this role but your qualifications don't match up perfectly, we encourage you to apply. You may be the best candidate for this role.

About Dash Social

Dash Social is a social media management platform that equips brands with intelligence and speed to stay ahead of the curve. Through its sophisticated cross-channel insights and workflow tools, Dash Social enables brands to create content that entertains, engages and drives consistent business results. To discover how Dash Social is empowering brands to outsmart social, visit  Dash Social, you will be given the opportunity to take risks, learn, and grow your career.

You'll be joining a talented, hardworking team with leading policies and practices recognized as a top employer in Canada.

Other Information

At Dash Social, we strive to build great solutions that solve real problems for marketers, and are unabashed about our unique ability to be the best at what we do. To achieve our goals as a company and provide a service to our customers that is unmatched, we believe that collaboration and support among the team is what propels us forward.

Dash Social would not exist without the dedicated employees who contribute their unique skills, voices, and ideas to the long-term success of the company. Building a diverse and talented team is an integral part of creating an innovative and well-rounded product, and work environment.

Dash Social's hiring practices and company culture does not condone discrimination based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable…