Job Description

: Customer Service Manager Position Overview: ExpensePoint, a leading expense management company, is seeking a process-oriented, dynamic, and experienced Customer Service Manager to join our team. You will play a pivotal role in overseeing both the Customer Support and the Customer Onboarding departments, ensuring exceptional service delivery to our clients. As a key leader, you will manage and develop teams, optimize processes, and drive customer satisfaction throughout the support and onboarding journey. Responsibilities: Customer Onboarding and Support Management:

• Monitoring Customer Support and Onboarding team members evaluating their responses, and handling customer queries and concerns.
• Working with the executive team to establish achievable goals and service levels for both teams and lead them to ensure the achievement of such performance goals. These goals will include:
• Ticket response time and closing time.
• NPS, in addition to customer effort and satisfaction surveys scores
• Customer Retention Rates
• Monitor and analyze team metrics and KPIs to identify trends, areas for improvement, and opportunities.
• Develop and maintain relevant reports, metrics, and dashboards to track team performance, client satisfaction, and operational efficiency.
• Provide regular updates and reports to management, highlighting achievements, challenges, and recommended actions.
• Create, update, and execute processes and procedures to facilitate a quality service experience.
• Transform customer feedback into valuable analysis and concrete action plans for the teams.
• Serve as a primary point of contact for key clients, ensuring strong relationships and understanding their unique needs and requirements.
• Collaborate cross-functionally with sales, product, and account management teams to address client concerns, provide solutions, and drive customer loyalty and satisfaction.

Knowledge Base Project Manager:

• Define the knowledge management strategy for our knowledge base, maintaining high-quality and up-to-date content based on our customer journey and customer feedback, assuring the best customer experience.
• Lead, coach, and develop a temporary KB task force and a permanent team of authors from each department (champions).
• Work effectively across the organization with stakeholders, managers, champions, and matter experts to coordinate the creation and support of articles, walkthroughs, and videos.
• Establish writing guidelines based on knowledge base best practices and develop the team to ensure they are achieving or surpassing them.

Team Leadership and Development:

• Build and lead a high-performance team within the support and onboarding departments.
• Provide guidance, coaching, and performance feedback to team members, fostering their professional growth and development.
• Establish clear goals and objectives, align them with organizational objectives, and monitor progress toward achieving them.
• Promote a positive and collaborative team environment, encouraging knowledge sharing, continuous learning, and a customer-centric mindset.
• Establish capacity metrics for the team and coordinate hiring new team members based on team requirements, standards, and executive director.
• Develops and implements training and quality assurance programs for new hires and experienced employees.

Qualifications:

• Bachelor\'s degree in business, management, or a related field.
• Minimum of 5 years of experience in a service management role, preferably within the software/technology industry or a related field.
• Strong knowledge of expense management processes, industry best practices, and emerging trends.
• Proven leadership skills with a track record of managing and developing teams effectively.
• Excellent interpersonal and communication skills, both verbal and written.
• Analytical mindset with the ability to leverage data and insights to drive informed decision-making.
• Strong project management skills with the ability to prioritize and manage multiple initiatives simultaneously.
• Demonstrated ability to build and maintain strong client relationships.
• Familiarity with customer support software, HubSpot, Jira, and project management tools.
• Ability to thrive in a fast-paced, deadline-driven environment.

If you are a passionate, results-driven individual with a deep understanding of expense management and a desire to lead high-performing teams, we invite you to apply for the position of Service Manager at ExpensePoint. Join us in delivering exceptional service and revolutionizing the way organizations manage their expenses. Job Type: Full-time Salary: $60,000.00-$75,000.00 per year Benefits:

• Dental care
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Vision care

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Winnipeg, MB R3A 1K7: reliably commute or plan to relocate before starting work (required)

Work Location: One location