Senior Manager, Customer Support at Rewind Software

Company Description

(While we will prioritize candidates that are located in the Toronto, Ottawa, Vancouver and Kitchener/Waterloo area to build more connected teams, we do encourage candidates across Canada to apply to our roles. We are moving to a hybrid model in our hub cities - Ottawa, Toronto and Vancouver - and will be working from an office twice per week)

About Rewind

Rewind is a service that protects the critical data that powers businesses of all sizes. Our focus is on backing up data that lives in the cloud - in apps like Jira, GitHub, Confluence and Shopify. We are backed by Insight Partners, Inovia, Bessemer and Atlassian Ventures and are proud to be recognized as one of Canada's 50 fastest growing technology companies (2023 Deloitte Fast 50). We invite you to read our startup story to learn where we came from and where we’re going.

We care about honesty, we believe in learning from our mistakes, and we support each other as we grow.

Read about our mission, story and valueshere.
To find out more about our perks, clickhere.
Some of our Blogs might help you get a better understanding of what we do here. You can find them all here.

Job Description

We’re looking for a Senior Manager, Customer Support to join our Revenue leadership team. Reporting to the VP, Revenue, the Senior Manager of Customer Support will lead a team of 6 Customer Support Analysts. This individual will have experience directly leading support teams within B2B SaaS companies and be highly adept at training, coaching and motivating a nimble team.

The Senior Manager of Customer Support will play a pivotal part in shaping the strategy and success of our Customer Support team. You will work to improve and optimize the existing support infrastructure, effectively use tools to track and analyze the performance of support processes, and identify opportunities for improvement. You are guided by a constant desire to reduce friction (big and small) in order to make the customer experience as smooth, efficient and effective as possible.

We are seeking not only an experienced support leader, but someone capable of elevating their responsibilities over time to tackle monetizing customer support offerings and/or develop professional services functions down the line.

Your responsibilities include:

As a Senior Manager of Customer Support, you will be providing hands-on coaching and guidance to Customer Support Analysts, leveraging data to identify strengths and areas for improvement and fostering a culture of continuous learning and professional development to drive individual and collective success

You will be also:

• Setting Key Performance Indicators for the team and manage to them on a daily basis
• Utilizing data and insights from our customers to inform and develop support strategies that align with company objectives and enhance customer experiences
• Designing/optimizing support processes, workflows and technology to accommodate the growth of our customer base, ensuring efficient and effective support delivery
• Working hand-in-hand with our Development team to optimize and manage our technical escalation process
• Partnering with the Product team to provide customer feedback and advocate for product improvements based on support insights
• Collaborating closely with key stakeholders to align support operations with broader company objectives and initiatives
• Working collaboratively with marketing and sales teams to ensure consistent messaging and a seamless customer experience across all touch points
• Thinking big picture and, over time, make recommendations on how to scale out and monetize aspects of customer support

Qualifications

The ideal candidate has 5+ years of experience in support, support operations or customer facing roles, with 3+ years leading customer support teams in SaaS environments.

You also have:

• Proven track record in developing data-driven support strategies, optimizing workflows, and driving process improvements.
• Advanced proficiency with support/service technologies such as Salesforce CRM, Salesforce Service Cloud, Zendesk, Ada or other comparable solutions
• Strong leadership skills with experience in building, developing, and inspiring high-performing teams
• Excellent written and verbal communication skills, with the ability to convey complex ideas clearly and concisely
• Strong organizational skills, with a focus on building internal documentation and guides that scale with the team's growth
• Bachelor's degree or equivalent experience
• Excited to be a part of a fast growing company and the opportunity to make a significant impact

Additional Information

We strongly encourage candidates of all different backgrounds and identities to apply. Each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company. Rewind is committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career.

Our package includes:

• employee stock options
• health benefits
• 3 weeks vacation
• 7 life leave days
• 2 Level Up days for professional development
• 1 volunteer day
• Summer hours (off every other Friday from June - September) and office closed during the holiday break (Dec 25 - Jan 1st)
• 4 week sabbatical after 4 years with us
• paid parental leave
• $5000/year professional development allowance (you can take courses, buy books, attend conferences, cover certifications, etc) and free Udemy courses
• $1000/year wellness/home office allowance

Originally posted on Himalayas