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Senior Manager, Customer Support and Education

iLobby

iLobby

Customer Service
North York, Toronto, ON, Canada
Posted on Wednesday, June 19, 2024

About iLobby Visitor Management:

iLobby is the global leader of SaaS-based enterprise visitor management system, with an easy, reliable and innovative platform that has become an integral part of day-to-day operations for major governments, banks, airports, manufacturers, and Fortune 500 companies worldwide. With iLobby, we help clients succeed in tracking, managing, and monitoring who is in their building – while increasing security and efficiency.

At iLobby, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas.

In being a great place to work, we are proud to offer a range of experiences and opportunities that will help our employees to achieve their career and personal goals and enable them to live a healthy and balanced life.

This is a hybrid position where you'll be required to be in office at least two days a week with the flexibility to work from home the remaining days if desired.

About the Role:

At iLobby, we are looking for flexible go-getters who welcome the challenge of meeting the needs of a growing business. We are looking for a key member of our Customer Experience leadership team to serve as the single owner for our support and education function. In this position, you will report to the VP, Customer Experience and will lead the support/education team and be responsible for managing it and building for the future to meet the needs of our customers as we scale.

If you’re an experienced support leader looking for an opportunity to lead, build, and contribute to the needs of a growing company – this is the role for you! After consistently proving yourself as a top leader in the customer experience organization, you will have the opportunity to grow within iLobby.

Duties & Responsibilities:

  • Lead & Coach Team: Provide leadership on support strategy and rollout of new initiatives. Manage direct hires (3-4 ICs) and ensure they are supported in what they need to succeed and grow.
  • Drive Performance: Drive key metrics like First Response Time, Time to Close, CSAT and ticket efficiency through automation.
  • Product Expert – Serve as a subject matter expert on existing and new functionality to support your team and ensure the proper help center content is built out to support customers.
  • Build/Automate: Develop a scalable strategy for the support function at iLobby through automation and process improvements.
  • Data Analysis: Proactively review key support metrics to highlight insights, ensure capacity is in place and we’re putting place improvements to enhance the support experience for our customers.
  • Manage Escalations: Point of contact to ensure efficiency for escalation management and act as a resource for those taking shifts when guidance is required.
  • Collaboration: Partner with other members of the Customer Experience and Engineering teams to meet the needs of our customers.
  • Build an Education Strategy – Once support responsibilities are under control and all team roles are filled you’ll take the lead to build an education strategy including in-app product adoption with tools like Pendo, help center resources and building other content our customers can benefit from.

Requirements:

  • Experience in a Customer Support leadership position in a technology environment.
  • You’re adaptable and able to lead a team effectively through change & challenges.
  • Experience building out Customer Education/Adoption programs to support customers at scale.
  • You’re a collaborative leader and able to get into the weeds with your team when necessary.
  • You lead by example and don’t shy away from taking a ticket when needed.
  • Strong experience with utilizing ticket flow and knowledge-base systems.
  • Experience in managing customer escalations and developing repeatable processes.
  • You’ve had ownership over Customer Support metrics in a past role and comfortable updating executive management and providing insights.
  • You have experience collaborating with product and engineering teams.

Why Work at iLobby?

iLobby is the global leader in enterprise visitor management, helping complex enterprises digitize, optimize, and automate their key facility process – from streamlined visitor management to emergency evacuation, our Facility OS Platform is cutting edge and driving significant value with our customers.

We work hard and play hard, and we do both with passion and respect for one another. Our company promotes a fast-paced, fun, friendly, and highly collaborative work environment that provides:

🩺 Comprehensive health coverage (includes dental and vision coverage)

🏠 A Hybrid work environment with our office based in North York, Toronto

💡 Opportunity for advancement and growth

🍕 Catered Events, Snacks, Drinks – You won’t go Hungry!

🥳 Birthday and Life Celebrations

🎉 Two annual parties

iLobby Commitment

We believe that a diverse team is the key to innovation and growth. We are an equal opportunity employer that value diversity at our company and encourage all candidates to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

iLobby will accommodate individuals with disabilities through each stage of the recruitment and selection process based on the Ontario Human Rights Code. Please advise us of any needs when your interview is booked, and we will do our best to meet your needs.

Please note that all candidates must be legally eligible to work in Canada.

Background and Reference Checks

Any offer of employment may be conditional upon full background checks including a criminal record check, a credit check and employment and educational verifications. A reference check will also be conducted.

iLobby thanks all candidates for their interest, however only those selected to continue in the process will be contacted.

iLobby Website: www.ilobby.com

Follow us on LinkedIn: https://www.linkedin.com/company/ilobby-visitor-management

Office location: 5255 Yonge St Suite 1500 North York, ON M2N 6P4

To apply: Please apply through LinkedIn job posting and attach your portfolio along with your application.