Job Description

We\'re Hiring! We\'re looking for brilliant thinkers to join our #Rocketeers. If you\'ve ever wondered what it\'s like to work in a place where people enjoy their work and where talent is more important than the title, then keep reading.
What is ScalePad? ScalePad is a market-leading software-as-a-service (SaaS) company with headquarters in 3 major cities of Canada; Vancouver, Toronto and Montreal. However, we are proud to say our employee reach is now global so we can best serve our partners all over the world.
Our success is no accident: Our award-winning platform strengthens connections between Managed Service Providers (MSPs) and their clients. Trusted by more than 10,000 partners worldwide, ScalePad\xe2\x80\x99s applications are used by MSPs to improve their clients\' overall IT environments and enhance the client experience. The Best Apps in Your Stack\xe2\x84\xa2\xef\xb8\x8f deliver actionable insights that lead to enhanced service delivery through automated data collection and analysis.
You can contribute to our innovation and appreciate how your work is helping take this company to a higher level of operational maturity. More on that here.
Your mission should you choose to accept it.
As the Technical Support Team Lead, you will be responsible for leading a dynamic team of Product Support professionals to ensure our clients achieve maximum value from our products and services. You will work closely with cross-functional teams, including sales, product development, and success, to create a seamless customer experience and drive customer retention and growth.
Responsibilities. Team Leadership

• Leading, coaching and motivating a team of Product Support Specialists to foster a collaborative work environment.

Product Specialization

• Develop and maintain expert knowledge of the ScalePad Product Suite.
• Deep understanding of the MSP industry with current trends.

Customer Support

• Supporting daily operations and maintaining high standards of customer service for the ScalePad Product Suite.

Escalation Point

• Act as the primary escalation point for challenging customer inquiries and issues.

Documentation Management

• Manage internal documentation, ensuring support specialists have access to up-to-date resources.
• Provide feedback and insights to improve external documentation based on partner interactions.

Product Improvement

• Collaborate with internal teams to address product issues and drive product improvements.

Data Analysis

• Analyze support data and customer feedback to identify trends and inform decision-making.
• Using insights to proactively address potential future issues and escalations.

Qualifications.

• Proven experience in a support leadership role, preferably in the software or technology industry.
• Strong leadership and team management skills.
• Exceptional communication and interpersonal abilities.
• Analytical mindset with the ability to leverage data to drive decisions.
• Deep understanding of customer support best practices and methodologies.
• Proficiency in customer support software and tools

Perks, Perks, Perks.

• Mentorships by industry veterans with a 100% track record of industry success in funding and scaling software companies creates endless career opportunities
• Training and professional development budget provided to help advance your career and skills (available every year to every employee)
• World-class offices and facilities in downtown Vancouver, Toronto and Montreal, for locals seeking a hybrid experience
• Brand new, top-of-the-line hardware, and equipment providing an ideal working environment either at home or in the office
• A top of the line benefits package
• Monthly stipend to assist with creating the best hybrid work experience.
• Employee Stock Options provided to all eligible employees!

Work-life balance. We love our #Rocketeers! We value their work and recognize that to be a great #Rocketeer you have to have a work-life balance. Our teams work on a hybrid model. This may mean working in one of our hub offices a few set days a week with your team or working remotely, whichever is deemed most beneficial for the success of the employee and specified role. Our goal is to provide the best work-life balance, whether that is in the office or at home.
Even while working remotely our teams are dedicated to staying connected throughout the day, so there is never a dull moment and you still feel part of the community, no matter where you are working from.
Dream jobs don\'t knock on your door every day. ScalePad is not your typical software company. When we hire you, we aren\xe2\x80\x99t just offering you a job, but rather we are committing to investing in both you and your long-term career. You\'ll help shape how this modern SaaS company operates and make a genuine impact on the future of our people, product, and partners.
We invite all qualified candidates to apply. Please note, you must be eligible to work in Canada to be considered for this role. We thank you for your interest. However, only successful applicants will be contacted.

At ScalePad, we believe in the power of Diversity, Equity, Inclusion, and Belonging (DEIB) to drive innovation, collaboration, and success. We are committed to fostering a workplace where every individual\'s unique experiences and perspectives are valued, and where employees from all backgrounds can thrive. Our dedication to DEIB is woven into the fabric of our culture, guiding our actions and decisions as we build a stronger and more inclusive future together. Join us and be part of a team that celebrates differences, embraces fairness, and ensures that everyone has an equal opportunity to contribute and grow. Together, we\'re creating an environment where diverse voices are not only heard but also amplified, where everyone feels valued, and where we can all achieve our full potential.
Please no recruiters or phone calls.