[Position Filled] We’re Hiring! Technical Customer Support Manager

You Are …

  • Passionate about providing great service to customers
  • Looking for a flexible work culture so you can define life under your terms
  • A big believer that business has the power to change the world
  • Driven, but determined that success comes from working smarter not harder
  • Ready to accelerate your career while making a lasting social impact

Link2Feed Is…

  • A Certified B Corporation that helps non-profits use data to break the cycle of poverty
  • A fast-growing tech company making a BIG impact on the world
  • A champion of the “work hard, play hard” mentality
  • A metrics-driven organization that places merit on results
  • Currently serving over 10,000 non-profits and impacting over 5 million lives

Primary Responsibilities:

  • Managing customer support requests by email and phone, including:
  • Tracking customer requests and prioritizing tickets as they come in and escalate when necessary
  • Providing answers to clients by identifying problems; researching answers; guiding client through corrective steps
  • Handling complaints, providing appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Identifying and assessing customers’ needs to achieve satisfaction
  • Relaying any relevant support requests with the customer’s implementation specialist
  • Reporting and analyzing weekly support metrics
  • Participating in rotating schedule of after hours, weekend and holiday support
  • Following communication procedures, guidelines and policies
  • Completing quality assurance testing of software features
  • Completing client trainings and system setup
  • Managing up to three support staff

Knowledge and Skills

  • University degree or college diploma
  • 3+ years of experience in a technical support position at a SaaS company
  • Excellent computer skills
  • Interpersonal and written communication skills
  • Critical thinking and problem-solving skills
  • Ability to multi-task, prioritize and manage time effectively
  • Positive, self-motivated take-charge attitude
  • Proficiency with Atlassian Suite (JIRA/Confluence) and/or ZenDesk an asset

Apply online here!