Customer Support Manager
November 1
Description
• At AssistIQ we are dedicated to creating a more efficient and transparent healthcare supply chain by empowering providers to generate accurate data and insights on their supply usage. • As the Customer Support Manager, you will lead the customer support team to ensure timely triage, high-quality customer communication, prompt escalations and resolutions for our clients. • You will define and measure KPIs, using them to drive continuous improvement by identifying trends and recurring issues, evolving our support processes and recommending enhancements. • Success in this role requires a deep understanding of our customers’ needs, a focus on rapid response and resolution times, a commitment to exceptional service and a drive for continuous incremental improvement. • Your ultimate goal is to ensure we build new functionality in a pragmatic, scalable and manageable way. • Help build and oversee a team of customer support representatives to deliver exceptional service. • Develop and implement quality standards for customer interactions to ensure consistent, top-tier service always meeting SLA expectations. • Track and analyse customer inquiries and responses to ensure a high level of responsiveness. • Ensure issues are assessed with proper severity assigned and escalate as required. • Monitor support requests to identify recurring end-user training issues, issue trends or potential product issues.
Requirements
• 5+ years experience in customer support in the software industry, with at least 2 years in a team management or leadership role. • 2+ years experience configuring and administering a help desk platform like Freshdesk, Zendesk, etc.. • 2+ years experience working in a multi customer environment and managing multiple SLAs. • Experience with Feshdesk Omni an asset. • Experience implementing incident management processes and escalation policies for support using tools like Squadcast or PagerDuty. • Experience leading incident management an asset. • Experience with software release and change management as an asset. • Experience with supporting mobile devices is an asset. • Experience working with health systems is highly preferred. • Strong leadership and team management skills, with the ability to coach and develop a high-performing and efficient customer support team. • Excellent written and verbal communication and interpersonal skills, with a focus on customer empathy and satisfaction. • Analytical mindset with the ability to spot trends, propose solutions, and collaborate cross-functionally with other areas in the organisation. • Ability to prioritise and delegate in a high paced environment • Understanding of SaaS support best practices, including measuring, reporting and utilising for effectiveness, metrics such as CSAT, response times, and FCR. • French verbal and written communication skill is an asset
Benefits
• Competitive salary and benefits • Opportunity to work in a dynamic and fast-growing company • Collaborative and innovative work environment • Opportunities for professional growth and development
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