Manager, Customer Support Job Vacancy in Leap Tools Toronto, ON – Latest Jobs in Toronto, ON

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Company Name : Leap Tools
Location : Toronto, ON
Position : Manager, Customer Support

Job Description : You take pride in exceeding expectations. You uncover needs by listening closely and asking perceptive questions. You also love technology. Your peers are impressed by your technical knowledge and know-how, which allows you to become their trusted advisor. You are not afraid to convince someone to change their mind and you recognize when you need to change yours. You are excited to take on new challenges and be part of something small that is growing into something big.And us? We are well funded and growing exponentially. In 2021, we won Deloitte’s Fast 50 in Canada and Fast 500 in North America awards, recognizing us as one of the fastest growing technology companies on the continent – and we’re just getting started. We are building the world’s most advanced tools for e-commerce and interior decor. Our customers include Fortune 500 companies such as Home Depot, local retailers such as Alexanian’s, and leading brands such as Crate&Barrel. We are looking for zealous and collaborative challenge-seekers to amplify our momentum and help us create an iconic global tech company.*What You’ll Do*Manage a team of Customer Support SpecialistsGrow the people on your team through focused coaching, mentorship, career conversations, and growth frameworks. You’re not afraid of the tough conversations, and you love to help people thriveBe responsible for key metrics such as Ticket Response Time and Tickets / 1000 customersMentor your team and collaborate when escalation is required for customer challengesBuild processes for ticket routingCreate frameworks for ongoing customer information capture, leveraging technology whenever possibleHelp your team to build macros and a knowledge base to effectively scale Customer SupportAid in the evaluation and management of Customer Support softwarePartner closely with other leaders internally including Customer Success, Product and Engineering leadershipRequirementsYou have at least 2 years of experience in a Customer Support leadership roleYou have direct experience coaching and growing members of a teamExperience in SaaSYou can manage tight deadlines (but you can control much of your own schedule)You are comfortable using Salesforce cases or similar support technologyYou have clear communication skills, both written and verbalAbout our cultureWe work in tight-knit teams to maximize speed and cultivate an ownership mentality.We cherish curiosity and an obsession for details because we know these details are invaluable over the long run.We promote an environment where ideas are challenged. The best ideas win!We’re hyperfocused on our achievements and our ability to execute on our promises. We act with urgency.It’s not always about us. We give back to our community to ensure it can grow.We love to compete and have fun. Our game nights are legendary.About our productsOur technology lets you see products in your own room before you buy.Imagine you want to redesign your home and have been searching for new tiles for your kitchen, or a new rug for your living room. You definitely want to make sure it will look good in your space. We enable that through cutting-edge computer vision technology, presented in an extraordinarily simple and accessible way. Try our rug demo now! Simply upload a picture of your room using your mobile phone, and slide the rug under your coffee table: (https://www.roomvo.com/rugdemo4r)https://www.roomvo.com/rugdemo4rAbout our resultsOur customers see a 5x increase in e-commerce conversion rates and adramatic decrease in the time it takes for their customers to make apurchase decision. We are also reducing the world’s carbon footprint byeliminating trips to the store and avoiding product returns, while alsosaving marriages – now you can be sure you’re buying the right productfor your home.About our office and remote workWe are located in downtown Toronto with nearby access to both of the main subway lines. Currently, we are all working from home; we encourage our teams to work from wherever they are most productive, and many of us will continue to work from home in the future, either full-time or partially. While we’re all working remotely, we’ve come up with a few ways to keep everyone on the same page, including a quick company-wide check-in every Monday, remote coffee breaks on Fridays, and ad hoc topical sharing sessions. Another big upside is you get to be around your pets and plants (if you have them).About our hiring processNow: You upload your resume and complete a brief questionnaire.Week 1: We arrange a video call with you to assess your abilities.Week 1 or 2: You attend the first video interview.Week 2 or 3: You attend the second video interview soon after.Week 2 or 3: You receive an offer.Take the Leap. Apply now.Our demo, in case you missed it: https://www.roomvo.com/rugdemo4rJob Type: Full-time

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