Customer Success Manager

Localcoin

6d•CA$80,000 - CA$90,000•Hybrid

About The Position

The Customer Success team at Localcoin strives to provide our customers with a high-quality experience across all of our products. To continue achieving this goal, we are looking for a passionate and driven Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for leading, developing, coaching, and managing the Customer Success team to achieve business performance objectives while consistently striving to exceed customer expectations. You will be passionate about Localcoin's vision and mission and will play a key role in fostering a customer-first culture. In this role, you will oversee the development of customer-centric policies and knowledge bases, drive departmental results, and make data-driven decisions to create efficiencies, improve processes, and enhance the overall customer experience. This position will be based out of our Head Office in Etobicoke, ON, and follows Localcoin's hybrid work schedule. This role oversees the Customer Success team in Canada and Philippines. The Canadian CS team works in the office two days per week—Tuesdays and Fridays. This is a replacement hire for an existing vacancy.

Requirements

You bring at least 5 years of experience in a customer service role, including 3 years of customer service leadership experience as a Team Lead, Supervisor, or Manager.
You have experience managing local and/or remote customer support teams.
You have a strong understanding of what exceptional customer service looks like and are passionate about delivering a great customer experience.
You have a proven ability to lead, develop, coach, and improve team performance.
You lead with curiosity and accountability, seeking to understand root causes and identify opportunities for improvement.
You embrace change and can adapt to new processes very quickly.
You pay attention to detail, think critically, and understand the bigger picture.
You have high standards and don't settle for "good enough."
You have excellent time management and prioritization skills and can work effectively with deadlines and due dates.
You are a strong communicator, both verbally and in writing, with the ability to effectively and concisely share ideas and information cross-functionally.
You have strong data analysis skills and are able to pull and manage data, analyze it, and determine next steps or strategic insights.
You are a proactive problem solver who focuses on solutions and opportunities rather than obstacles.
You have working knowledge of customer service and ticketing software, databases, and tools.
You have a customer-centric mindset with the ability to think from both a customer and business perspective.

Nice To Haves

Working knowledge of blockchain or the cryptocurrency industry.
Bilingual in English and French; both verbal and written, is considered a strong asset.

Responsibilities

Optimize all support channels: Lead the continuous improvement of all support channels, including but not limited to live chat, email, social, and phone. Develop and refine processes, workflows, and escalation pathways to improve service delivery, SLA performance, and the achievement of departmental KPIs.
Project ownership: Oversee and deliver both team-led and cross-functional projects focused on enhancing the customer experience, increasing consumer education and awareness, and improving the overall effectiveness of Customer Service.
Talent Acquisition & Development: Lead the recruitment, onboarding, and training of all new Customer Service team members, ensuring they have the knowledge, tools, and resources needed to be successful in their roles.
Quality Assurance & Service Excellence: Oversee the quality of customer interactions across phone, email, and chat channels by conducting monthly reviews, providing timely feedback, and ensuring the team's alignment with company service standards and best practices.
Performance Management & Coaching: Foster a high-performance culture through effective performance management, goal setting, and coaching. Support team members in achieving measurable SMART goals while driving progress toward departmental KPIs and business objectives.
Lead Team Meetings & Communications: Conduct regular team meetings and huddles to communicate company updates, policy changes, and internal process changes, ensuring team alignment and consistency.
Workforce Management: Oversee workforce management activities, including workload distribution, routing, scheduling, and resource deployment for Customer Success team members, to ensure operational efficiency and business needs are met.
Zendesk Administration: Manage the administration and continuous improvement of Zendesk by leveraging integrations, automations, workflows, and system enhancements to support scalability and improve the customer experience.
AI Training and Calibration: Own the ongoing optimization and calibration of AI-driven tools, ensuring we maintain high-quality customer interactions, improve self-service outcomes, and increase customer deflection.