Job Title : Customer Support Manager Location : Toronto ON Company : PFSL Investment Canada Job Overview : We are seeking an experienced Customer Support Manager to lead and manage our customer support team.
In this role, you will oversee day-to-day operations, drive customer satisfaction, and ensure the team is delivering high-quality service.
You'll also identify opportunities for process improvements and mentor your team to achieve performance goals. Key Responsibilities : Team Leadership : Manage, train, and motivate a team of customer support agents to provide exceptional service.
Operational Oversight : Monitor performance metrics (e.g., response times, resolution times) to ensure team goals and KPIs are met.
Process Improvement : Identify areas for process improvement, implement best practices, and streamline workflows to enhance customer experience.
Customer Escalations : Handle escalated customer issues and complex inquiries, ensuring timely and effective resolution.
Reporting & Analysis : Track and analyze customer support trends, prepare reports, and make data-driven recommendations for service improvements.
Cross-Functional Collaboration : Work with other departments (e.g., sales, product, technical support) to address customer feedback and resolve issues.
Training & Development : Provide ongoing training and coaching to improve team performance and professional growth. Skills & Qualifications : Leadership : Proven experience leading and motivating a customer support team.
Customer Focus : Strong commitment to customer satisfaction with a problem-solving mindset. Communication : Excellent communication and interpersonal skills.
Analytical Skills : Ability to analyze data and identify trends to drive continuous improvement. Experience : 3+ years in customer support, with at least 1 year in a managerial or supervisory role. Powered by JazzHR
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