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Head of Customer Support, Trilogy (Remote) – $400,000/year USD

Crossover for Work

This is a Contract position in Vancouver, ia posted October 8, 2021.

Crossover is the world’s 1 source of remote full-time jobs.

Our clients offer top-tier pay for top-tier talent.

We’re recruiting this role for our client, Trilogy.

Have you got what it takes?

Are you a technical support leader who believes that great support is the key to a great company?

Are you an up-and-comer who would do things differently if given the opportunity to lead the whole department?

Are your standards of excellence so high that you aren’t satisfied until your customer actually utters the word “wow”?

Trilogy is looking for an aggressive leader like you to help us build a global, remote, wow-caliber customer support organization capable of supporting hundreds of software products and tens of thousands of customers.

Here’s how we’re going to do it: Put knowledge at the center of the organization.

We want our knowledge base to drive agent training and answer all customer questions before they are even asked.

You will lead both the human writing team and the AI team that directs our Autobot.

The Autobot currently solves 30% of L1 tickets, but our goal is to achieve 70% and then move on to solving L2 tickets.

Solve tickets fast and on the first attempt.

Our agents currently solve 30% of tickets on the first attempt within one day.

Your goal will be to increase this to 80% first contact resolution (FCR) within one 8-hour shift.

Run a truly global, remote 24/7 organization.

When a ticket comes in, we strive to answer immediately and in-shift.

If we can’t, we pass it off to the next shift until the issue is solved.

This requires maximizing agent quality and agility.

Our agents are currently cross-trained on 2 to 3 products.

With improvements to the knowledge base, you can help us increase that amount to at least 5.

Focus on what really matters: our customers We’ve automated boring administrative tasks such as work allocation and agent training so that our senior leadership can focus on building the most accurate and responsive customer experience on the planet.

Every single ticket is an opportunity to make a customer say “wow” What You Will Be Doing Deep dive into quality and productivity issues, come up with ideas about the best way to fix them, and then execute your best ideas.

Understand patterns and apply the insights you’ve gained from deep dives to our entire organization, resulting in increased efficiency and a better customer experience.

Spend one day per week solving actual tickets from lower-level work queues to identify customer pain points and process inefficiencies and stay “close to the work”.

What You Won’t Be Doing Delegating process improvements to lower-level managers.

Our support executives are hands-on and lead by showing, rather than telling.

Relying on gut feeling and managerial instinct.

We are a knowledge-driven organization, and our managers make decisions based on hard evidence.

Head Of Customer Support Key Responsibilities Setting and enforcing increasingly high quality standards aimed at achieving 80% FCR within a single shift.

Building an efficient support machine capable of handling hundreds of products, thousands of support tickets per week, and tens of thousands of customers worldwide.

Basic Requirements At least 7 years of technical customer support experience, with at least 2 years in a hands-on customer support management role.

Ability to understand code, scripts, and database queries.

While you will not be writing code in this role, you will still need to pass a basic coding assessment to get hired.

Ability to work 100% remotely from your own home office.

About Trilogy Hundreds of software businesses run on the Trilogy Business Platform.

For three decades, Trilogy has been known for 3 things: Relentlessly seeking top talent, Innovating new technology, and incubating new businesses.

Our technological innovation is spearheaded by a passion for simple customer-facing designs.

Our incubation of new businesses ranges from entirely new moon-shot ideas to rearchitecting existing projects for today’s modern cloud-based stack.

Trilogy is a place where you can be surrounded with great people, be proud of doing great work, and grow your career by leaps and bounds.

There is so much to cover for this exciting role, and space here is limited.

Hit the Apply button if you found this interesting and want to learn more.

We look forward to meeting you What to expect next: You will receive an email with a link to start your self-paced, online job application.

Our hiring platform will guide you through a series of online “screening” assessments to check for basic job fit, job-related skills, and finally a few real-world job-specific assignments.

Important If you do not receive an email from us: First, emails may take up to 15 minutes to send, refresh and check again.

Second, check your spam and junk folders for an email from Crossover.com, mark as “Not Spam” since you will receive other emails as well.

Third, we will send to whatever email account you indicated on the Apply form
– by default, that is the email address you use as your LinkedIn username and it might be different than the one you have already checked.

If all else fails, just reset your password by visiting https://www.crossover.com/auth/reset-password if you already applied using LinkedIn EasyApply.

Crossover Job Code: LJ-3617-CA-Toronto-HeadofCustomer.016