Job Description

Customer Support Team Lead As our Customer Support Team Lead, you\xe2\x80\x99ll be in charge of managing the operations of the support team and providing top-notch support to our customers. This role is a mix of managing and doing - Your goal is to improve the processes, dynamics and strategy of the team and also diving in and helping the team resolve customer issues. Hybrid work - one day/week in the office We know that in the software industry, you can get most of your day-to-day work done outside of an office. We value the freedom and flexibility that comes from being able to work from home; in fact, we\xe2\x80\x99ve been pioneers in mostly-working-from-home for over a decade, waaaay before it was cool. We also believe that it\xe2\x80\x99s important to be able to build real human connections (dare I say, friendships?) with your co-workers, and that there\xe2\x80\x99s no substitute for in-person bonding time for this. These connections (friendships?) build trust and encourage open and honest conversations; they\xe2\x80\x99re good for business AND good for well-being. That\xe2\x80\x99s why we will be requiring that employees work one day per week (typically) in our beautiful Toronto office, with this in-person time focused on team gatherings, monthly free lunches, and other activities that are best done in-person. Other days, you\xe2\x80\x99re free to work from home, the office, or any productive environment. What you\xe2\x80\x99d do Core management responsibilities:

• Design and improve systems and processes to improve customer experience and team efficiency (we mostly use a software called Freshdesk)
• Create and manage the team\xe2\x80\x99s schedule against support hours of operation
• Be the point person for coordinating interruptions to operations (e.g. system down alerts, vacations, overloaded support volumes, etc.)
• Provide guidance and mentorship to a team of 6 (and growing) Support Specialists across Toronto and Lisbon
• Manage operations of the team, including scheduling, meetings, 1:1s, performance reviews, etc.
• Help set, monitor, and report on achievement of KPIs (both individual and team level)
• Participate in hiring and training of new talent, as required

Core support responsibilities:

• Talk to our customers through email, live chat and phone during business hours (9-5, Monday-Friday)
• Provide customer support for things such as:
• Troubleshoot technical issues (e.g. investigate SQL databases and computer network issues)
• Teach customers how to use our products
• Answer questions about what inFlow can and can\xe2\x80\x99t do
• Be the first point of contact for customer issues and/or escalations
• Make people happy by solving problems. Earn more praise like this: \xe2\x80\x9cI want to thank inFlow support. They were so amazing helping us set up our very complicated inventory.\xe2\x80\x9d
• Work on side projects to help improve support, engagement and retention.

Secondary responsibilities:

• Work across the CSI team with Customer Success to implement processes that work towards shared objectives of engagement and retention
• Gather feedback from customers and share with our development team
• Represent the customer voice and CSI team on special projects across departments like Sales, QA and Product teams
• Come up with your own ideas on how to help out!

What we\xe2\x80\x99re looking for

• Experience: You have direct experience (at least 1-2 years) in a customer support type role in a team setting - bonus points for SaaS experience
• Leader: You are a natural people person and team player that\xe2\x80\x99s not afraid to make tough calls
• Fair: You\xe2\x80\x99re able to get along with different personalities and styles of working to empower your team to play to their strengths and constructively improve
• Customer-centric and empathetic: You empathize with customer pain points and genuinely care about finding them a solution. You\xe2\x80\x99re willing to go the extra mile to make our solution work for them.
• Strong communicator: You have no problem picking up the phone and talking to customers directly to train them, help solve problems or just check in.
• Quick learner: You can learn complex software and processes quickly and are efficient with your time.
• Self-starter: You are naturally self-motivated and can manage your own time well.
• Technical: You have strong problem solving skills and are not afraid to tackle tough technical computer issues.
• Team player: We\xe2\x80\x99re a tight knit team that always helps each other out, even if it\xe2\x80\x99s outside our responsibilities.
• Great personality: No need to be the life of the party, but you are friendly, positive, and likeable.

Nice to have (but not necessary)

• Experience in front-line or service-based positions with direct customer interactions (support, hospitality, retail, etc.)
• Experience or understanding of the software-as-a-service industry
• A plus - experience with support, inventory management, small businesses, working remotely and weird hobbies - we looove weird hobbies!

Now what? What are you waiting for? To apply, go here now:

• https://bit.ly/archonsystems-CustomerSupportTeamLead-January2023

What you can expect when applying for a job at Archon

• http://www.archonsystems.com/devblog/2019/04/15/what-you-can-expect-when-applying-for-a-job-at-archon/

At Archon, we celebrate diversity as an equal-opportunity employer. We hire people based on what they can contribute, and we provide equal pay for equal work. Job Type: Full-time Benefits:

• Casual dress
• Company events
• Dental care
• On-site parking
• Paid time off

Schedule:

• Monday to Friday

Ability to commute/relocate:

• TORONTO, ON: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in TORONTO, ON