Manager, Product Support

Employment Type: [Not Specified] Location Type: [Not Specified] Salary: [Not Specified]

Position Overview

Jobber is seeking a Manager, Product Support to join our Customer Success department. If your definition of success involves empowering others, Jobber might be the place for you! Jobber helps small businesses succeed by providing software solutions for home and field service companies to manage quoting, scheduling, invoicing, and payments. Recognized as the #2 fastest-growing software company in Canada and a Fast Company Most Innovative Company in 2020, Jobber is committed to its customers' success.

We offer the same flexibility to our employees as our product provides to entrepreneurs, allowing you to work from our Edmonton or Toronto offices, or remotely anywhere within Canada. Jobber is dedicated to providing an exceptional experience for all employees, fostering an environment where impactful work can be done, as evidenced by our recognition as a top workplace in Canada.

The Team

The Customer Success team at Jobber collaborates across departments to bring company values to life for our customers. By embodying values of being humble, supportive, and genuinely caring, the Success team ensures all customers can achieve success with Jobber.

The Product Support team works closely with frontline Jobberinos to provide customers with fast and effective answers and support via phone, live chat, and email. This team is dedicated to explaining new features, assisting with functionality and custom workflows, and actively receiving customer feedback.

The Role

Reporting to the Senior Director, Customer Success, the Manager, Product Support will empower a rapidly growing team and significantly influence process development as the company scales. We are looking for an individual who understands the importance of being a strong advocate for customers, enhancing the customer experience, and establishing coaching techniques within a high-volume customer support environment. This role requires leading by example, becoming a product expert, and cultivating an environment that embraces feedback and continuous improvement.

Responsibilities

The Manager, Product Support will:

• Team Management & Performance: Manage an initial team of 6+ individuals, optimizing results through effective performance management, including 1:1s, real-time coaching, documented career plans, and innovative programs to support employee growth and clarity on career progression.
• Efficiency & Satisfaction: Drive both qualitative and quantitative results to ensure the scaling team continually builds efficiency in phone, chat, and email support while maintaining high customer satisfaction scores.
• Cross-Departmental Collaboration: Collaborate with other leaders and departments at Jobber (Sales, Product, Marketing) to ensure the team provides informed and proactive support for all campaigns, product launches, and customer initiatives.
• Customer-Centric Feedback: Drive and encourage feedback loops to foster a customer support environment that prioritizes customer needs and is rooted in empathy.
• Reliability & Communication: Be exceptionally reliable for customers by utilizing strong communication skills to engage with multiple stakeholders when situations deviate from expectations.
• Adaptability & Pace: Thrive in an agile, fast-paced environment, embracing new challenges with enthusiasm.
• Execution Excellence: Strive for execution excellence through the optimization of platforms and tools.
• Metrics & Forecasting: Analyze, communicate, and re-communicate success metrics and forecasting to effectively coach, scale the team, and ensure quality service delivery from every team member.
• Recruitment & Onboarding: Recruit, onboard, and optimize team members.

Application Instructions

[Not Specified]

Company Information

Jobber is a software company dedicated to helping small businesses succeed. We work with home and field service companies, enabling them to better quote, schedule, invoice, and collect payments. Jobber has been recognized as the #2 fastest-growing software company in Canada and one of Fast Company’s Most Innovative Companies in 2020. We offer a flexible work environment, allowing employees to choose between working in our Edmonton or Toronto offices or remotely across Canada. We are committed to creating a positive employee experience and have been recognized as a top workplace in Canada.