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Support Manager – 14 month Maternity Leave Contract (remote Canada)

Allocadia

This is a Contract position in St Johns, or posted October 10, 2021.

The Support Manager is responsible for managing the technical support function, as well as hiring and managing the support team members.

The purpose of this role is to effectively and efficiently manage the day to day operations of the Allocadia Support team, while building and maintaining relationships with our customers and internal teams to provide a high level of service and ensure customer satisfaction.

Duties And Responsibilities Direct management responsibilities for growing Support Team (hiring, onboarding, mentoring and providing ongoing performance feedback) Empower and support the team to deliver top-notch customer support experiences and services work across multiple channels Triage and monitor support ticket and services queues to ensure requests receive a timely response in prompt and professional fashion Manage and collaborate with Support team on improving internal processes and tools Work closely with Customer Success (CS) and Professional Services (PS) teams to ensure efficient communications and a seamless customer experience Proactively identify customer and product issues through internal monitoring and error reporting systems Manage communication of system issues, scheduled downtime, etc.

both internally and externally Work collaboratively with Product team on prioritization of bugs and feature requests What You Bring 5 years experience in customer service 5 years experience managing people and experience leading support teams in a fast-paced, enterprise level, mission critical customer support environment Core skills/proficiencies include Leadership, Performance Management, Customer Service, Process Management, Data Analysis, Problem Solving, Effective Communication and strong Technical Aptitude Act as a role model to others: sets an example of integrity, ethical behavior and professionalism.

Maintain an inclusive and positive work environment.

Excellent organizational skills and ability to prioritize, lead, multi-task and execute projects multi-functionally Superior communications skills (presentation, written, and verbal) to optimally interact with all levels of professional staff.

Ability to explain complex concepts simply.

Excellent skills in problem-solving and navigating complicated situations in a professional manner A proven track record of growing the scope of a team What it’s like to work at Allocadia: We are guided by our core values: RunTogether, RunHard, RunSmart, RunCreatively and RunHealthy We are an equal opportunity employer and believe our diversity drives our success which helps us create the best experiences for our customers Performance driven culture with an opportunity to work with passionate people who are goal-oriented and are aligned to building a world class SaaS company Collaborative, fun work environment, where laughing and learning go together Comprehensive extended health and dental benefits Generous paid time off including extra time designated by the company throughout the year Annual allowance in support of your Professional Development Please note: This is a temporary contract from November 2021 till January 2023 to cover a maternity leave for our current Support Manager with the possibility of being extended to a permanent full time position.

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