Job Title

Does your definition of success mean empowering others? Then Jobber might be the place for you! Were looking for a Manager, Product 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 Companys Most Innovative Companies in 2020, its clear weve come a long way from our first customer in 2011 but weve 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. Were committed to ensuring the best experience for all Jobberinos to do impactful work. We werent 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. Working with our Product Support team, working with our frontline Jobberinos in ensuring our customers get the answers and support they need as fast as possible. Whether by phone, live chat, or email, this team is on standby waiting to explain the newest feature, help with functionality and custom workflows, or happy to accept feedback. The role: Reporting to the Senior Manager of Product Support, you will work to empower your growing team and directly impact the development of our processes as we continue to scale. Were looking for someone who understands the importance of being a strong voice for our customers, improving our customer experience and establishing coaching techniques 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 and continuous improvement. The Manager, Product Support will: Manage an initial team of 6-9 individuals and optimize results through effective performance management planning which includes 1:1s, real-time coaching, documented career plans and any other programs that are impactful (team should clearly understand how to get there). Drive both qualitative and quantitative results to ensure the 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 campaigns, product launches and customer initiatives. Drive and encourage feedback loops to amplify a customer support environment focused on customer needs and empathy. Be incredibly reliable for our customers by using strong communication to coordinate with multiple stakeholders when things may not go as expected. Be comfortable and adaptive in an agile fast-paced environment and energized by new challenges. Strive for execution excellence through the optimization of our platforms/tools. Analyze, communicate, re-communicate (and perhaps obsess a bit) over 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 our culture by being humble, supportive and genuinely giving a sh*t. To be successful, youll need: Previous experience in a customer support function within a high-volume organization Strong leadership or management experience in a support function Experience managing a support team within a high-volume, call centre environment A track record of ambitious career growth, exceptional customer support and the ability to motivate others A strong understanding of Service Cloud/Zendesk/Intercom/Excel or similar data tools Ability to see the big picture and be laser-focused on delivery and execution Strong communication and relationship-building abilities to build trust with peers and stakeholders Ability to articulate strategic ideas with executives and deliver on high-level concepts An incredible passion for our customer and a connection to our purpose Please note: To ensure full team coverage, shifts are fixed by location and cannot be converted to another time zone. Alberta candidates: Monday to Friday, 11:00am8:00pm MT British Columbia candidates: Monday to Friday, 10:00am7:00pm PT East Coast candidates: Monday to Friday, 11:00am8:00pm ET Compensation: At Jobber, compensation is transparent and reflective of experience and growth. This role has a minimum annual salary of $87,700, a midpoint of $103,300, and a maximum of $118,800. Our compensation design supports growth and long-term impact, with fully established hires typically starting around the midpoint. Base salary is part of a package that may include equity rewards, health and wellness stipends, retirement matching, and an extended health package. Youll have access to career development opportunities. We believe in transparency and welcome questions about compensation throughout the hiring process. What you can expect from Jobber: A total compensation package that includes extended health benefits, retirement savings options, and stock options. A dedicated Talent Development team with coaching, learning, and leadership programs. Opportunities to contribute to a growing, dynamic industry. Work with a group of people who are humble, supportive, and customer-focused. We believe that diverse teams perform better and that fostering an inclusive work environment is a key part of growing a successful team. We are an equal opportunity employer and will accommodate applicants at any stage of the hiring process. A bit more about us: Job by job, were transforming service delivery for lawn care, home cleaning, plumbing and painting. We connect thousands of people with technology to deliver billions of dollars in services annually. Jobber exists to help small businesses be successful, and when they are, we all win! #J-18808-Ljbffr