Customer Support Manager – Remote – Canada

We are hiring at Vocantas for a Customer Support Manager to join our team!

We are seeking a highly motivated and experienced Manager of Client Service to join our team. The ideal candidate will be responsible for leading our client service department and ensuring that our clients receive the highest level of satisfaction. As the Manager of Client Service, you will oversee a team of client service representatives, set performance goals, and implement strategies to improve customer service processes.

Here is a little window into our company: Since 2003, Vocantas Inc. has simplified complex shift management and employee scheduling processes. As the industry leader in communication tools, Vocantas offers smart automation to assist schedulers with shift filling while also providing them with the ability to quickly react to any vacant shift challenge. Vocantas solutions connects organizations with their staff through a system that is fast, reliable, easy to use, and backed with outstanding customer support.

The candidate can be based anywhere in Canada as long as this person is willing to work 9 AM - 5 PM, following the Eastern Time Zone (EST).

What your day will look like:

• Lead and manage a team of client service representatives to ensure the delivery of excellent customer service.
• Develop and implement strategies to enhance the overall client experience.
• Set performance goals and KPIs for the client service team and monitor their progress.
• Handle escalated client issues and provide timely resolutions.
• Conduct regular training sessions to ensure that the client service team is equipped with the necessary skills and knowledge to assist clients effectively.
• Collaborate with other departments, such as sales and marketing, to address client needs and improve service offerings.
• Analyze client feedback and data to identify areas for improvement and implement necessary changes.
• Stay up-to-date with industry trends and best practices in client service.

About You:

• Bachelor’s degree.
• Proven experience in a client service or customer support role, with at least 5 years in a managerial position.
• Excellent leadership and communication skills.
• Strong problem-solving abilities and the ability to handle difficult client situations with tact and diplomacy.
• Experience in developing and implementing client service strategies.
• Proficiency in CRM software and other relevant tools.
• Ability to thrive in a fast-paced environment and manage multiple priorities effectively.

For information about Vocantas, please visit our website at https://www.vocantas.com/

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.