Manager, Product Support

Does your definition of success mean empowering others? Then Jobber might be the place for you! We’re looking for a Manager, Product Support to be part of our Customer Success department.

About Jobber

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 Company’s Most Innovative Companies in 2020, it’s clear we’ve come a long way from our first customer in 2011 – but we’ve 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. We’re committed to ensuring the best experience for all Jobberinos to do impactful work. We weren’t 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, you will be instrumental 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 Director, Customer Success, the Manager, Product Support will work to empower your rapidly growing team and directly impact the development of our processes as we continue to scale. We’re 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.

Responsibilities:

• Team Management & Performance: Manage an initial team of 6+ individuals and optimize results through effective performance management planning, including 1:1s, “real-time” coaching, documented career plans, and other impactful programs. Ensure employees clearly understand how to achieve success.
• Drive Results: Drive both qualitative and quantitative results to ensure our scaling team continually builds efficiency with 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 can provide informed and proactive support in accordance with all campaigns, product launches, and customer initiatives.
• Customer Advocacy: Drive and encourage feedback loops to help amplify a customer support environment focused on the needs of the customer and rooted in empathy.
• Communication: Be incredibly reliable for our customers by utilizing strong communication skills to communicate with multiple stakeholders when things might not be going as expected.
• Adaptability: Be comfortable and adaptive in an agile, fast-paced environment. Be invigorated by this type of environment and excited by new challenges.
• Execution Excellence: Strive for execution excellence through the optimization of our platforms/tools.
• Metrics & Forecasting: Analyze, communicate, re-communicate (and maybe even obsess a bit) over success metrics and forecasting to coach, scale, and provide quality service from every team member.
• Recruitment & Onboarding: Recruit, onboard, and optimize success training to reduce ramp-up time for new team members.