Job Description
📋 Description Lead a team of Solutions Analysts to deliver world-class customer service. Oversee day-to-day operations, coaching, mentoring, and process improvements. Manage cross-functional issues, escalation, and change in operating procedures. Collaborate with Product, SaaS Ops, and internal teams on issue management. Drive customer satisfaction and performance through coaching and best practices. 🎯 Requirements 4+ years in a Customer Support environment with 3+ years in leadership/management. Post-secondary degree or diploma. Ability to manage in a fast-paced environment and communicate clearly. Experience in coaching, mentoring, and developing teams; strong in risk identification and action. Exposure to AI tools is a plus (e.g., AI to enhance work content and user experience). Bonus: Knowledge-Centered Support (KCS), M365 Copilot, and Work Force Management (WFM) experience. 🎁 Benefits Benefits starting from Day 1. Retirement plan matching. Flexible paid time off and wellness resources. Parental and caregiver leaves; fertility and adoption support. Continuous development and employee assistance programs.
