Wishpond Technologies currently has the position of Support Team Lead available, and we’re excited to tell you about it!
OVERVIEW
Wishpond Technologies Ltd. is looking for an experienced and motivated Support Team Lead to manage, guide, and inspire our Customer Support team. As a Support Team Lead, you’ll be instrumental in ensuring we provide an exceptional customer experience across all support channels. Working closely with the Customer Success, Product, and Development teams, you’ll play a key role in addressing customer needs, improving team efficiency, and contributing to the ongoing success of Wishpond Technologies.
RESPONSIBILITIES
• Lead, mentor, and manage a remote team of Customer Support Representatives to ensure high-quality customer interactions and timely issue resolution.
• Handle and manage escalated support issues, providing strategic solutions and efficient problem-solving.
• Monitor and analyze team performance, setting clear targets and KPIs for response times, customer satisfaction, and issue resolution.
• Conduct training sessions for the support team on new tools, processes, and customer service best practices. Continuously coach team members to improve skills and enhance performance.
• Identify trends in customer issues, optimize workflows, and work with Product and Development teams to address recurring technical challenges.
• Oversee and update the knowledge base, ensuring that all content, articles, and videos are accurate, accessible, and aligned with customer needs.
• Collect and report customer feedback, trends, and insights to internal stakeholders to support product and service improvements.
• Proactively identify and escalate risks and opportunities to the Customer Success and Project Management teams.
• Collaborate with other departments to ensure that support policies align with broader company goals, contributing to product improvements and service enhancements.
• Manage team schedules to ensure optimal support coverage during peak times and across different time zones.
• Other duties as assigned.
QUALIFICATIONS
• 3+ years of experience in customer support within a SaaS company, with a proven track record of effective team leadership and support delivery.
• Strong understanding of software applications and ability to quickly learn complex systems. Knowledge of CRM, marketing automation, landing page, and email marketing platforms is a plus.
• Strong analytical and troubleshooting abilities to handle escalated issues and develop creative solutions for customers.
• Excellent communication skills, with the ability to provide clear, empathetic guidance to customers and constructive feedback to team members.
• Detail-oriented, organized, and able to balance multiple tasks in a fast-paced, high-growth environment.
• Deeply committed to customer satisfaction, capable of fostering a client-first culture within the team.
• Eager to participate in ongoing education and training for both personal and team development.
• Fluent in English (spoken and written); knowledge of an additional language is an asset.
Bonus skills:
• Knowledge of basic CSS, HTML and JS
• Google Tag Manager
• Experience with other marketing automation platforms
• Knowledge of CRM platforms
• Experience with landing page platforms
• Experience with email marketing platforms.
WORK ENVIRONMENT
• Given the nature of this role, it is expected that the successful candidate will provide their own workstation, computer, headset, and have a fast and reliable internet connection. This position may be required to download and utilize company software.
• Due to the nature of this role, we may verify backgrounds including conducting employment reference, criminal record and credit checks.
• Once hired, the successful candidate must provide a valid government-issued photo ID as part of their onboarding process.
• Ability to provide oversight during shift hours from 7 AM to 4 PM PST or 2 PM to 11 PM PST.
GREAT REASONS TO APPLY FOR THIS ROLE
• Fully remote position allowing you to work from your home anywhere in the world !
• Exciting and dynamic environment with a great leadership team
• Comprehensive training program and regular performance reviews to facilitate your success
• Competitive compensation based on experience and proven abilities
• Great referral programs with incentives and bonuses
• Unbelievable product discounts when you use our products for your own business
• A global workforce of multi-cultural and talented colleagues
• A close-knit operation with amazing growth opportunities for your personal development
• A high-growth SaaS technology company publicly traded on the TSX Venture Exchange
• Corporate headquarters in beautiful Vancouver, British Columbia, Canada
• Access to our education credits program and so much more !
ABOUT US
Founded in 2009, Wishpond is a rapidly growing technology company providing digital marketing solutions targeted at small businesses. The cloud-based platform includes landing pages, social promotions, website pop-ups, online forms, and lead activity tracking. Wishpond has a dedicated team of professional project managers, designers, copywriters, and developers who provide marketing services tailored to our individual clients.
Wishpond serves over 3,000 customers in various industries and sizes, from startups to large Fortune 500 companies. Wishpond has a rapidly growing global headcount and continues to hire dedicated and qualified employees and contractors who have what it takes to scale a successful software company.
To learn more about Wishpond Technologies, please visit our website or any of our social media platforms:
• Website: www.wishpond.com
• Instagram: @wishpondofficial
• Twitter: Wishpond
• Youtube: Thewishpond
• LinkedIn : Wishpond
APPLICATION PROCESS
If you are interested in applying for this exciting opportunity, please provide an updated resume in English (PDF or Word formats only), quoting the position title in the subject line of your cover letter
Wishpond Technologies is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture that does not discriminate on the basis of disability, status or any other basis protected under legislation
We thank all applicants in advance for their interest in this position however due to the volume of applications we receive, we are unable to respond to phone, email, or agency inquiries
Internal Applications close on: Friday, November 08, 2024, at 5:00 pm Pacific Time