Customer Suppot Manager (Product Support)

Jobber•Toronto, ON

9d•CA$87,700 - CA$118,800•Hybrid

About The Position

Jobber is seeking a Manager, Product Support to join their Customer Success department. This role involves empowering a growing team, directly impacting process development, and improving customer experience in a high-volume support environment. The ideal candidate will be a product expert, foster a culture of feedback and continuous improvement, and lead by example. The Product Support team handles approximately 30,000 monthly interactions across phone, live chat, and email, acting as a crucial link between customer needs and product development. This position reports to the Senior Manager of Product Support (Customer Support). The company emphasizes its values of being humble, supportive, and genuinely caring, which are expected to be embodied by the team. Jobber, recognized for its growth and innovation, offers flexibility in work location, allowing employees to work from their Edmonton or Toronto offices or remotely within Canada.

Requirements

Recent experience managing in a high-volume customer support or contact centre environment (or experience leading teams across broader customer success functions after starting in support).
Tested and mature coaching and leadership frameworks.
Demonstrated change management rigor.
Experience driving impact at scale, beyond immediate direct reports.
A track record of ambitious career growth, exceptional customer support, and the ability to motivate others.
Ability to think big while managing details; see the big picture and be laser-focused on delivery and execution.
Next-level communication and relationship-building abilities.
A genuine connection to the purpose of helping small businesses succeed.

Nice To Haves

Managed a team of 6-15 direct reports.
Comfort with support tooling such as Intercom, Salesforce Service Cloud or similar.
Ability to pull and use data to drive decisions, even when reporting isn't perfect.

Responsibilities

Manage an initial team of 10-12 individuals and optimize results through effective performance management planning, including regular one-to-ones, real-time coaching, and documented career plans.
Identify recurring behavioral patterns across the team and coach to root causes.
Navigate escalated customer situations using sound judgment to balance customer experience with business impact.
Build and iterate on performance management frameworks in an evolving policy environment.
Build and maintain a highly-engaged and motivated team based on a culture of performance.
Drive qualitative and quantitative results to ensure the team continually builds efficiency in phone, chat, and email support while maintaining high customer satisfaction scores.
Collaborate with other leaders and departments (Sales, Product, Marketing) to ensure informed and proactive support.
Drive and encourage feedback loops to amplify a customer support environment focused on customer needs and empathy.
Utilize strong communication skills to communicate with multiple stakeholders when issues arise.
Analyze, communicate, and forecast success metrics to coach, scale, and provide quality service.
Support the recruitment, onboarding, and optimization of department-specific training for new talent.
Become an ambassador of the company culture by being humble, supportive, and genuinely caring.