Support Team Lead

We're looking for a Support Team Lead to join our growing team! This is the perfect role for someone who understands that the success of a company is tied to the customer experience. You not only have experience coaching and developing a team of customer champions but you also have deep experience demonstrating product value to customers to help drive upsell and retention.

This is a full-time position in our Chinatown, Vancouver HQ, walking distance from coffee shops, restaurants, and public transit. On site bicycle parking and one zone TransLink pass are provided.

In this role, you will:

  • Coach and manage a team of direct reports including:
    • Conducting regular 1-on-1s
    • Leading performance reviews
    • Providing regular training on proactive and reactive support best practices
    • Ensuring new and existing employees have appropriate training to perform their roles
  • Support growth and expansion through regular account reviews, driving retention of at-risk clients and ensuring team is coached on value-demonstrating approaches to providing support
  • Be responsible for the day-to-day team operations including ensuring team meets SLA of ticket response time, maintains 98% average CSAT, and that they are providing best practice responses to client requests
  • Point of contact for escalations while also working closely with cross-functional teams to improve and build upon the customer experience
  • Participate in planning and communicating OKRs to the team, while partnering with your direct reports to assist them in meeting their goals
  • Partner with Director, Customer Experience on building out methods to improve area operations, efficiency, and service
  • Work as a member/leader of special or ongoing projects that are important to area/process improvement.
  • Complete regular quality assurance/ reviews to ensure an optimal client experience. This includes account checks, call monitoring and ticket reviews.

To be successful in this role, you must:

  • 2 + years experience as Team Lead or managing a/success team or a role in a similar capacity within a SaaS organization that fosters a customer-centric environment.
  • You are an excellent communicator
  • A strong understanding of the importance of reducing Churn while driving revenue through driving product adoption and proving out customer success milestones
  • A passion for the right customer experience and seeing others succeed.
  • Experience using and optimizing Zendesk or a similar ticketing system
  • Experience supporting customers through multiple channels, mainly by email and phone
  • A passion for the right customer experience and seeing others succeed.
  • Strong organizational skills with an ability to manage competing team member and client demands, deadlines, multiple priorities, commitments and projects
  • A confident, engaging and caring personality that shines through in meetings with peers and over the phone
  • Ability to exercise empathy when dealing with team members and clients of varying technical aptitudes
  • Highly effective written and verbal communication skills
  • Ability to lead a team with willingness to get your hands dirty, manage multiple workloads effectively and stay focused under fast-paced and high-pressure situations

Bonus points if you:

  • You are bilingual and fluent in French. While we don’t require any formal assessment like DELF, you're someone who is fluent in French but can use English just as effectively in a social, professional or academic context.

About EasyMarkit

We are a fun, collaborative, and hard-working team of innovative minds who genuinely enjoy spending time together. At EasyMarkit, our people come first. We embrace diversity and encourage you to share your voice. We want you to think outside the box, present new ideas, and be willing to fail. Our employees are empowered daily to see how their work helps EasyMarkit achieve its goal of becoming North America’s #1 patient care service provider. Take a peek into our day to day and see our mission, vision and values in our 2018 EasyMarkit Culture Book!