Director of Customer Support Job in Montreal H2S 3H4, Quebec Canada
LightSpeed is currently seeking a full-time Director of Customer Support to join our management team. Reporting to the CEO, this mission-critical role is responsible for leading LightSpeed’s technical support and customer service teams as they support thousands of users worldwide, and for overseeing LightSpeed Hosting, our hosted ecommerce solution. The successful candidate will have a major focus on providing a best-in-class service experience for our clients, and requires excellent strategic and analytic skills in order to effectively grow our support and hosting offerings as the company expands. If the idea of leading a growing team to provide amazing support on a global scale excites you, this may be the position for you.
Primary responsibilities:
- Develop and maintain LightSpeed’s technical support, customer service, and hosting strategies
- Provide guidance and direction to the technical support, customer service, and hosting teams on day-to-day activities, while driving customer service excellence
- Manage department hiring, employee performance, and development
- Define, collect, and refine support and hosting metrics and KPIs to provide team feedback and statistical information to the management team
- Derive and maintain staffing models to ensure that the company is meeting and exceeding support goals and ensuring that support is able to adapt as business needs change
- Define and manage LightSpeed’s hosted ecommerce offerings
- Working closely with support managers, oversee and manage all areas of LightSpeed’s customer support process, policy, and training
- Provide leadership, mentoring, and coaching for existing and future technical support, customer service, and hosting team members
- Execute reviews of all associated processes and provide performance reports to the management team to ensure that the highest possible quality of customer service is achieved
- Assist team in troubleshooting customer inquiries and issues that require special handling, and act as escalation point as necessary
- Model appropriate customer service practices when responding to customer inquiries and issues
Requirements:
- Proven leadership skills, with a minimum of 5 years of experience managing a technical support group (preferably in the software sector)
- Knowledge of support ticketing and management tools with the ability to pull KPIs, create reports, and provide analysis
- Expertise in the creation of policies and procedures
- Bachelor’s degree in a management-related discipline
- Passion for building and maintaining strong professional relationships
- Excellent communication, facilitation, presentation, and negotiation skills
- Ability to strategize outside the box and think conceptually in a fast-paced organization
- Strong research, analytical, and reporting skills
Assets:
- Fluency in French
- Knowledge of Mac OS X
LightSpeed is a rapidly growing market leader in Point-of-Sale software for Mac OS X with a vibrant team. For more information on our working environment, benefits package, and how to apply, please visit: http://www.lightspeedretail.com/careers/