About the role
The primary responsibility of the Manager, Client Support Services is to ensure the team delivers exceptional customer service to the Q4 client base. Our clients expect perfection in all things! This is not always possible, but the leader of this group should always be looking for ways to improve themselves and their teams. As the Manager of Client Support Services you will have an opportunity to impact many different parts of the organization. This is a growing role with growing responsibility.
Please note, this position's schedule is 12 pm - 8 pm EST, Mon - Fri
What you'll do
Responsibilities - Team Management
- Mentor, train and motivate a team of Coordinators, Analysts and Team Leads.
- Lead the management and prioritization of Support tickets, inclusive of assigning and verifying follow-up with pending and on-hold tickets
- Lead for day-to-day resources, one-on-ones and team meetings, etc.
- Lead for connecting Support with Product, SaaS Ops, IRL
- Lead in team building exercises and incentivizing strong performance within the group
- Lead the development of a team structure/hierarchy that will enable the team leadership to scale and operate at a consistent level that the manager can provide
- Work closely with IRL to ensure a seamless connection/process
Support Management
- Ensure support team is meeting response time and satisfaction targets
- Responsible to ensure coverage is being met from a support perspective; scheduling for after hours, weekends, vacations
- Work with Director of Support to structure and improve the overall support offering
- Report on team KPI’s; weekly, monthly as agreed upon
- Lead role in recruitment for new hires, interviews and evaluation
- Lead in developing onboarding plans for new hires
- Play key role in developing paths for team members to foster their personal growth and team retention
Qualifications
- 2 - 3 years hands on experience managing a technical support team in a SaaS organization
- Technical skills with a focus on HTML, CSS, JavaScript
- Experience with CRMs - specifically Salesforce
- An exceptional understanding of interactive media, and emerging technologies
- Must have the ability to prioritize and meet deadlines with demonstrated initiative
- Demonstrated strong team management and leadership skills
- Passion for team management, problem solving, and client satisfaction
- Positive attitude and ability to maintain excellent internal and external client relationships
- Detail oriented and extremely organized
- Strong communication (verbal and written)
Compensation & Pay Transparency: The anticipated annual gross base salary for this position is dependent on the candidate’s primary work location. Final compensation is determined by a candidate's unique skills, experience, and internal equity.
- Canada: $75,000 – $85,000 CAD
Vacancy Status: This job posting is for an existing vacancy currently open at Q4.
Artificial Intelligence (AI) Disclosure: In our commitment to an efficient and objective hiring process, Q4 utilizes machine-based systems (AI) to assist in the initial sourcing of applicants. All final hiring and selection decisions are reviewed and conducted by our human recruitment team.