Then Jobber might be the place for you! Weâre looking for a Manager, Product Support to be part of our Customer Success department.
Jobber exists to help people in small businesses be successful. As featured in the Globe and Mail, we work with home and field service companies to help them better quote, schedule, invoice and collect payments from their customers. Having been named the #2 fastest growing software company in Canada and one of Fast Companyâs Most Innovative Companies in 2020, itâs clear weâve come a long way from our first customer in 2011 â but weâve just scratched the surface of what we want to accomplish for our customers.
Our product provides entrepreneurs the flexibility of working in their office or the field and we offer that same opportunity to our employees. You will have the choice to work in either our Edmonton or Toronto offices or remotely anywhere within Canada. Weâre committed to ensuring the best experience for all Jobberinos to do impactful work. We werenât named a top workplace in Canada for nothing!
The team:
Our Success team collaborates with other departments and stakeholders to bring our company values to life for our customers. By embodying our values of being humble, supportive, and truly giving a sh*t, the Success team ensures that all our customers can be successful in Jobber.
Working with our Product Support team, working with our frontline Jobberinos in ensuring our customers get the answers and support they need as fast as possible. Whether by phone, live chat, or email, this team is on standby waiting to explain the newest feature, help with functionality and custom workflows, or happy to accept feedback.
The role:
Reporting to the Senior Manager of Product Support,youwill work to empower your growing team and directly impact the development of our processes as we continue to scale.
Weâre looking for someone who understands the importance of being a strong voice for our customers, improving our customer experience and establishing coaching techniques in a high volume, customer support environment. You will lead by example, by becoming an expert in our product and creating an environment that thrives on feedback and continuous improvement.
The Manager, Product Support will:
Manage an initial team of 12-13 individuals and optimize results through effective performance management planning which includes (but not limited to) 1:1âs, âreal-timeâ coaching, documented career plans and any other creative programs you think will be impactful. In order to be successful, our employees need to clearly understand how to get there.
Drive both qualitative and quantitative results to ensure our scaling team continually builds efficiency with phone, chat and email support while maintaining high customer satisfaction scores.
Collaborate with other leaders and departments at Jobber (Sales, Product, Marketing) to ensure the team can provide informed and proactive support in accordance with all campaigns, product launches and customer initiatives.
Drive and encourage feedback loops to help amplify a customer support environment focused on the needs of the customer and rooted in empathy.
Be incredibly reliable for our customers by utilizing strong communication skills to communicate with multiple stakeholders when things might not be going how they expected.
To be comfortable and adaptive in an agile fast-paced environment You need to be invigorated by this type of environment, and be excited by a new challenge.
Strive for execution excellence through the optimization of our platforms/tools.
Analyze, communicate, re-communicate (and maybe even obsess a bit) over success metrics and forecasting to coach, scale, and provide quality service from every team member.
Recruit, onboard and optimize success training to reduce ramp-up time for new hires.
Become an ambassador of our culture by being humble, supportive - and someone who truly gives a sh*t!
To be successful, youâll need:
Previous experience working in a customer support function, in a high volume organization
Strong previous people leadership or management experience in a support function
Experience managing a support team within a high volume, call centre environment
A track record of ambitious career growth, exceptional customer support and the ability to motivate others to do the same.
A strong understanding of Service Cloud/Zendesk/Intercom/excel spreadsheets or anything similar, and any other methodology of getting the data you need to be successful.
To think big, yet manage the details. You can see the big picture, but are also laser focused on delivery and execution.
Next level communication and relationship building abilities. We move fast, which means youâll need to build a high degree of trust with peers and key stakeholders.
Ability to communicate and articulate strategic ideas with executives and deliver on high-level concepts.
An incredible passion for our customer and a connection to our purpose - to help small businesses be more successful.
Please note: To ensure full team coverage, shifts are fixed by location and cannot be converted to another time zone.
Alberta candidates: Monday to Friday, 11:00amâ8:00pm MT
British Columbia candidates: Monday to Friday, 10:00amâ7:00pm PT
Ontario candidates: Monday to Friday, 11:00amâ8:00pm ET
Location:
We believe great collaboration is intentional, and sometimes that means coming together in person to build, brainstorm, and connect. To support this, the role is open to candidates based in one of our hub cities: Edmonton, Toronto, Vancouver, or Kitchener-Waterloo.
Compensation:
At Jobber, we believe that compensation should be transparent, fair, and reflective of your experience and growth. This role has a minimum annual salary of $87,700, a midpoint of $103,300, and a maximum salary of $118,800, designed to show the progression from learning the ropes to truly excelling.
We design our compensation to reflect each new hireâs skills, experience against the complexity of the role, ensuring a fair and competitive salary. Our range is intentionally broad to support growth and long-term impact, with fully established hires typically starting around the midpoint.
The higher end of the range is reserved for those who have demonstrated deep expertise and lasting contributions, while offers below the midpoint reflect strong potential with room to develop. This approach ensures that compensation aligns with both an individualâs current capabilities and their opportunity for future growth.
Base salary is just one part of a total compensation package that will include equity rewards, annual stipends for health and wellness, retirement savings matching, and an extended health package with fully paid premiums for body and mind. Your professional growth matters to us too! Youâll have access to a dedicated talent development program that includes career coaching and opportunities for career development.
We believe in transparency and open convers
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