Global Client Support Manager

StoreForce • Toronto, ON

3d • Remote

About The Position

Reporting to the CCO, the Global Client Support Manager is responsible for delivering the StoreForce Solution through client support. This client-facing role collaborates with all internal functions and requires a forward-thinking leader who is energized by building processes, developing teams, and leveraging AI to solve business problems.

Requirements

• Proven track record of managing globally distributed support teams across multiple time zones; Experience developing and upskilling teams.
• Data-driven mindset with experience building and interpreting support analytics dashboards;
• Experience in retail support (operations or technology).
• Experience in administering or supporting helpdesk and ticketing systems;
• Effective written and verbal communication skills;
• Strong Excel Skills;

Nice To Haves

• Zendesk Experience an asset.
• Experience with AI-powered support tooling or self-service/deflection programme design an asset;
• Familiarity with ITIL, HDI, or other support/service management frameworks an asset.

Responsibilities

• Lead the daily activities of the helpdesk; Provide direction and follow up to ensure the team meets its deliverables; Help remove obstacles;
• Act as the voice of the customer internally; Surface trends, bug patterns, and product feedback to Engineering and Product leadership;
• Partner with Sales and Client Success to define support entitlements and coverage models across customer tiers;
• Contribute to the global support strategy roadmap including AI/automation tooling, self-service deflection, and regional expansion planning;
• Ensure 24/7 global coverage models are in place, and SLA compliance is maintained across all regions and customer segments.
• Train and ensure ongoing development of the team through performance management programs;
• Participate in the recruitment activity required for the Support Team.
• Lead the global helpdesk; ensure issues are actioned within expected timelines;
• Maintain business process to effectively manage tickets against SLAs;
• Collaborate with cross-functional teams to troubleshoot client helpdesk issues and escalate as required;
• Manage all escalated issues through to resolution;
• Maintain helpdesk statistics, provide routine reporting, and look for trends that can be actioned.
• Maintain Zendesk and any other systems in use, and conduct research to stay on top of new features or tools;
• Maintain client support materials and lead client support training;
• Prepare weekly, monthly and quarterly statistics for company reporting;
• Provide user support and guidance through the client administrators.
• Identify trends using Zendesk data and provide feedback to the Product and Engineering teams on issues or product improvements;
• Conduct testing of resolved bugs; Report bugs in Jira for development;
• Document tests and log results; Provide feedback and description to the QA and Engineering teams;
• Maintain the StoreForce Demo environment in partnership with the Client Services and Product teams.

Benefits

• Employer-paid health benefits including dental, prescription drug coverage, and a Health Spending Account;
• RRSP Matching with First Time Home Buyer support
• Company paid training and professional development;
• Extended Long Weekends and Religious Observance Days
• Employee Referral Program
• Spotlight Recognition Bonus Program
• Dedicated Employee Assistance Program (EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed