• This position requires a unique blend of personas, including leader, coach, data-driven strategist, customer advocate, and operational innovator
• You have an innate ability to motivate and develop teams, ensuring that processes, tools, and support systems are optimized for success
• Formal post-secondary education
• Proven ability to adapt to change, deliver excellent customer service in complex environments, find solutions independently with incomplete information, and quickly learn and interpret client requirements
• Strong familiarity with SaaS Customer Support tools (CRMs, ticketing software like Zendesk, Intercom, Hubspot, Atlassian products) and previous experience in implementing and managing these as well as, other support tool systems
• Strong personal communication skills
• Strong work ethic, with the desire to ‘roll up sleeves’ and get the job done
• Leadership experience in a contact center, SaaS, or tech support space
• Previous experience contributing to technical documentation or help centers

Desirable

• We are looking for a full-time, permanent Manager of Customer Support. This role will report directly to the Director of Customer Support.
• In this role, you will be responsible for ensuring the effective and efficient operation of Certn’s Global Support team, driving customer satisfaction and retention
• For you to knock this role out of the park, you will need to leverage your leadership skills, data-driven decision-making, and problem-solving abilities.
• You’ll bring your passion for delivering exceptional customer experiences and your strategic mindset to enhance customer interactions, solve complex challenges, and contribute to the long-term growth of the support team and the business.
• Lead a 24/7 global support team by managing day-to-day operations and translating Certn Support’s strategic vision into actionable results
• Drive team engagement by fostering a collaborative culture, coaching leaders to enhance their effectiveness, and leveraging support metrics to inform decisions and optimize team performance
• Set, manage, and adjust SMART Objectives semi-annually for direct reports, ensuring alignment with Certn and customer goals. Oversee a comprehensive performance management strategy, including QA processes and global training programs
• Collaborate closely with Operations, Product, Sales, and Customer Success teams to align support strategies with new product launches and evolving customer expectations. Ensure that the support function is fully integrated with Certn’s go-to-market initiatives
• Lead the team in establishing consistent processes to resolve client and applicant issues. Empower the team to resolve support queries across all channels, adhering to Certn’s Legal and Compliance SOPs
• Make decisions on resource allocation, tool management, and team structure to ensure alignment with and achievement of performance targets, 24/7 global coverage, and to meet the evolving needs of Certn
• Manage team schedules and oversee hiring to ensure staffing levels meet service targets
• Collaborate with the Support Leadership team to enhance self-serve resources, including AI/chatbot responses and internal documentation
• Address and resolve high-impact client and technical escalations when the Support Leadership team is unavailable
• Enhance customer satisfaction, improve retention of support-managed client accounts, and drive improvements to Certn’s product offering based on data-driven support insights
• Regularly review customer feedback and support performance data, using insights to coach the team and refine support strategies
• Collaborate with Product to identify, analyze, and report on key support volume drivers. Maintain detailed records and make recommendations for reducing and mitigating support volume