OVERVIEW
Reporting to the CCO, the Global Client Support Manager is responsible for delivering the StoreForce Solution through client support. This client-facing role collaborates with all internal functions and requires a forward-thinking leader who is energized by building processes, developing teams, and leveraging AI to solve business problems.
WHAT YOU'LL DO
1. Strategic Leadership & Cross-Functional Collaboration
- Lead the daily activities of the helpdesk; Provide direction and follow up to ensure the team meets its deliverables; Help remove obstacles;
- Act as the voice of the customer internally; Surface trends, bug patterns, and product feedback to Engineering and Product leadership;
- Partner with Sales and Client Success to define support entitlements and coverage models across customer tiers;
- Contribute to the global support strategy roadmap including AI/automation tooling, self-service deflection, and regional expansion planning;
- Ensure 24/7 global coverage models are in place, and SLA compliance is maintained across all regions and customer segments.
- Train and ensure ongoing development of the team through performance management programs;
- Participate in the recruitment activity required for the Support Team.
2. Issues Resolution
- Lead the global helpdesk; ensure issues are actioned within expected timelines;
- Maintain business process to effectively manage tickets against SLAs;
- Collaborate with cross-functional teams to troubleshoot client helpdesk issues and escalate as required;
- Manage all escalated issues through to resolution;
- Maintain helpdesk statistics, provide routine reporting, and look for trends that can be actioned.
3. Support Activities
- Maintain Zendesk and any other systems in use, and conduct research to stay on top of new features or tools;
- Maintain client support materials and lead client support training;
- Prepare weekly, monthly and quarterly statistics for company reporting;
- Provide user support and guidance through the client administrators.
4. Solution Design and Development
- Identify trends using Zendesk data and provide feedback to the Product and Engineering teams on issues or product improvements;
- Conduct testing of resolved bugs; Report bugs in Jira for development;
- Document tests and log results; Provide feedback and description to the QA and Engineering teams;
- Maintain the StoreForce Demo environment in partnership with the Client Services and Product teams.
Key Performance Indicators (KPIs)
- Average Days to Close by Priority
- SLA Achievement %
- CSAT %
- Net Promoter Score (NPS)
- First Response Time (FRT) by Tier
- Ticket Backlog Health & Deflection Rate
QUALIFICATIONS
Competencies Required:
- Integrity - Ethical and honest. Maintains principle when faced with challenge.
- Leadership - Seen as a role model; motivational, supportive. Fosters cooperation and collaborates with others.
- Communication - Good oral and written communication skills. Able to deliver clear and concise information; demonstrates the ability to adapt to the audience.
- Service Oriented - Natural desire to provide assistance; achieves a sense of reward through helping others.
- Detail Oriented - Able to think and articulate in very simple terms. Keen eye for detail and the ability to identify missing pieces. Organized and able to prioritize multiple responsibilities.
- Conceptual Thinking - Notices similarities between different and apparently unrelated situations; quickly identifies the central or underlying issues in complex situations.
- Problem Solving - Distinguishes between symptoms and causes. Able to see multiple parts and the relationships in order to identify and resolve the root issue; generates alternative solutions.
EXPERIENCE / KNOWLEDGE
- Proven track record of managing globally distributed support teams across multiple time zones; Experience developing and upskilling teams.
- Data-driven mindset with experience building and interpreting support analytics dashboards;
- Experience in retail support (operations or technology).
- Experience in administering or supporting helpdesk and ticketing systems;
- Effective written and verbal communication skills;
- Strong Excel Skills;
- Zendesk Experience an asset.
- Experience with AI-powered support tooling or self-service/deflection program design an asset;
- Familiarity with ITIL, HDI, or other support/service management frameworks an asset.
- We're remote and offer flexibility in your schedule;
- Employer-paid health benefits including dental, prescription drug coverage, and a Health Spending Account;
- RRSP Matching with First Time Home Buyer support*
- Company paid training and professional development;
- Extended Long Weekends and Religious Observance Days
- Employee Referral Program
- Spotlight Recognition Bonus Program
- Dedicated Employee Assistance Program (EAP)
*Speak with HR for full program details.
