[Remote] Manager, Customer Support at Jobber

Remote

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

NoVisa

Software, SaaS, Field ServiceIndustries

Requirements

Understands the importance of being a strong voice for customers and improving customer experience
Experienced in establishing coaching techniques in a high-volume customer support environment
Leads by example as an expert in the product
Creates an environment that thrives on feedback and continuous improvement
Comfortable and adaptive in an agile, fast-paced environment
Strong communication skills to communicate with multiple stakeholders
Ability to analyze, communicate, and obsess over success metrics and forecasting

Responsibilities

Manage an initial team of 6+ individuals and optimize results through effective performance management, including 1:1s, real-time coaching, documented career plans, and creative programs
Drive qualitative and quantitative results to build efficiency in phone, chat, and email support while maintaining high customer satisfaction scores
Collaborate with leaders and departments (Sales, Product, Marketing) to provide informed and proactive support aligned 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 reliable for customers by communicating effectively with stakeholders when expectations are not met
Strive for execution excellence through optimization of platforms and tools
Recruit, onboard, and optimize success training to reduce ramp-up time for new hires
Become an ambassador of the company culture

Skills

Key technologies and capabilities for this role

Customer SupportTeam ManagementProcess DevelopmentLive ChatEmail SupportPhone SupportCustomer Success

Questions & Answers

Common questions about this position

Is this position remote or does it require office work?

The position is remote-friendly, allowing you to work in either the Edmonton or Toronto offices or remotely anywhere within Canada.

What are the key responsibilities of the Manager, Customer Support?

The role involves managing a team of 6+ individuals with performance management including 1:1s and coaching, driving qualitative and quantitative results in phone, chat, and email support, and collaborating with other departments.

What is the company culture like at Jobber?

Jobber embodies values of being humble, supportive, and truly giving a sh*t, with a Success team that collaborates across departments to ensure customer success and has been named a top workplace in Canada.

What skills or experience make a strong candidate for this role?

Strong candidates should have experience empowering teams in high-volume customer support, expertise in performance management and coaching, and the ability to be a voice for customers while driving efficiency and satisfaction.

What is the salary or compensation for this position?

This information is not specified in the job description.

Jobber

SaaS platform for home service management

About Jobber

Jobber provides software solutions tailored for home service businesses, helping them manage operations like quoting, scheduling, invoicing, and payment collection. The platform operates on a subscription model, allowing small to medium-sized businesses in industries such as cleaning, landscaping, plumbing, and HVAC to access its features for a recurring fee. Jobber simplifies the management process, making it easier for businesses to serve their customers. It includes a mobile app and offers unlimited one-on-one support, along with resources like salary reports to assist in hiring. Jobber's goal is to enhance the efficiency and effectiveness of home service businesses.

Edmonton, CanadaHeadquarters

2011Year Founded

$180.7MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Paid Vacation

Paid Sick Leave

Parental Leave

Professional Development Budget

Wellness Program

Risks

Increased competition from AI-driven platforms may reduce Jobber's market share.

Economic fluctuations could impact small businesses' ability to afford Jobber's services.

Integration issues with third-party services may lead to customer dissatisfaction.

Differentiation

Jobber offers a comprehensive SaaS platform for home service businesses.

The platform integrates AI tools like Jobber Copilot for enhanced decision-making.

Jobber's subscription model includes features like quoting, scheduling, and invoicing.

Upsides

Jobber's AI-powered Copilot enhances business strategies and operations.

The partnership with Stripe offers embedded financial services for better cash flow management.

Jobber's new marketing tools help businesses grow through online reviews and campaigns.

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