Customer Suppot Manager; Product Support

Hybrid, Canada
Does your definition of success mean empowering others?

Then Jobber might be the place for you! We’re looking for a Manager, Product Support (Customer Support)to be part of our Customer Success department.

Jobber exists to help people in small businesses be successful. As featured in the Globe and Mail , we work with home and field service companies to help them better quote, schedule, invoice and collect payments from their customers. Having been named the #2 fastest growing software company in Canada and one of Fast Company’s Most Innovative Companies in 2020 , it’s clear we’ve come a long way from our first customer in 2011 – but we’ve just scratched the surface of what we want to accomplish for our customers .

Our product provides entrepreneurs the flexibility of working in their office or the field and we offer that same opportunity to our employees. You will have the choice to work in either our Edmonton or Toronto offices or remotely anywhere within Canada. We’re committed to ensuring the best experience for all Jobberinos to do impactful work. We weren’t named a top workplace in Canada for nothing!

The Team:

Our Success team collaborates with other departments and stakeholders to bring our company values to life for our customers. By embodying our values of being humble, supportive, and truly giving a sh
* t, the Success team ensures that all our customers can be successful in Jobber.

Our Product Support team is the frontline of the customer experience, handling ~30,000 monthly interactions across phone, live chat, and email. From walking customers through new features to troubleshooting custom workflows, this team is often the difference between a customer who struggles and one who realizes the value of what Jobber can do for their business. They’re also Jobber’s clearest window into what customers actually need – and that feedback shapes how we build and improve the product.

The Role:

Reporting to the Senior Manager of Product Support (Customer Support),youwill work to empower your growing team and directly impact the development of our processes as we continue to scale.

We’re looking for someone who understands the importance of being a strong voice for our customers, improving our customer experience and utilizing established coaching models in a high volume, customer support environment. You will lead by example by becoming an expert in our product and creating an environment that thrives on feedback, trend-based analysis, and continuous improvement.

The Manager, Product Support will:

Manage an initial team of 10-12 individuals and optimize results through effective performance management planning which includes (but is not limited to) regular one-to-one’s, real-time coaching, documented career plans and any other creative programs you think will be impactful. In order to be successful, our employees need to clearly understand how to get there.

Identify recurring behavioural patterns across your team and coach to root cause, not one-off incidents.

A solid grasp of contact centre operations and KPIs – you understand what drives the numbers and can coach to them.

Navigate escalated customer situations that fall outside standard policy, using sound judgment to balance customer experience with business impact.

Build and iterate on performance management frameworks in an environment where policies are still evolving – you won’t always have a rulebook, and that energizes rather than frustrates you.

Build and maintain a highly-engaged and motivated team based on a culture of performance.

Drive both qualitative and quantitative results to ensure our 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…