Customer Support Manager (Product Support)

DOES YOUR DEFINITION OF SUCCESS MEAN EMPOWERING OTHERS? Then Jobber might be the place for you! We’re looking for a Manager, Product Support (Customer Support) to be part of our Customer Success department. Jobber exists to help people in small businesses be successful. As featured in the Globe and Mail https://www.theglobeandmail.com/business/article-tech-firm-jobber-hits-it-big-by-thinking-little-as-in-plumbers/, we work with home and field service companies to help them better quote, schedule, invoice and collect payments from their customers. Having been named the #2 fastest growing software company https://business.financialpost.com/pmn/press-releases-pmn/business-wire-news-releases-pmn/jobber-ranks-as-the-2-fastest-growing-software-company-by-canadian-business-2019-growth-500 in Canada and one of Fast Company’s Most Innovative Companies in 2020 https://business.financialpost.com/pmn/press-releases-pmn/business-wire-news-releases-pmn/jobber-makes-fast-companys-2020-worlds-most-innovative-companies-list, it’s clear we’ve come a long way from our first customer in 2011 – but we’ve just scratched the surface of what we want to accomplish for our customers https://academy.getjobber.com/resources/success-stories/how-lawn-landscapers-grew-client-accounts-with-jobber. Our product provides entrepreneurs the flexibility of working in their office or the field and we offer that same opportunity to our employees. You will have the choice to work in either our Edmonton or Toronto offices or remotely anywhere within Canada. We’re committed to ensuring the best experience for all Jobberinos to do impactful work. We weren’t named a top workplace in Canada for nothing! The Team: Our Success team collaborates with other departments and stakeholders to bring our company values to life for our customers. By embodying our values of being humble, supportive, and truly giving a sh*t, the Success team ensures that all our customers can be successful in Jobber. Our Product Support team is the frontline of the customer experience, handling ~30,000 monthly interactions across phone, live chat, and email. From walking customers through new features to troubleshooting custom workflows, this team is often the difference between a customer who struggles and one who realizes the value of what Jobber can do for their business. They're also Jobber's clearest window into what customers actually need – and that feedback shapes how we build and improve the product.   The Role: Reporting to the Senior Manager of Product Support (Customer Support), you will work to empower your growing team and directly impact the development of our processes as we continue to scale. We’re looking for someone who understands the importance of being a strong voice for our customers, improving our customer experience and utilizing established coaching models in a high volume, customer support environment. You will lead by example by becoming an expert in our product and creating an environment that thrives on feedback, trend-based analysis, and continuous improvement. The Manager, Product Support will: - Manage an initial team of 10-12 individuals and optimize results through effective performance management planning which includes (but is not limited to) regular one-to-one’s, real-time coaching, documented career plans and any other creative programs you think will be impactful. In order to be successful, our employees need to clearly understand how to get there. - Identify recurring behavioural patterns across your team and coach to root cause, not one-off incidents. - A solid grasp of contact centre operations and KPIs – you understand what drives the numbers and can coach to them. - Navigate escalated customer situations that fall outside standard policy, using sound judgment to balance customer experience with business impact. - Build and iterate on performance management frameworks in an environment where policies are still evolving – you won't always have a rulebook, and that energizes rather than frustrates you. - Build and maintain a highly-engaged and motivated team based on a culture of performance. - Drive both qualitative and quantitative results to ensure our scaling team continually builds efficiency with phone, chat and email support while maintaining high customer satisfaction scores. - Collaborate with other leaders and departments at Jobber (Sales, Product, Marketing) to ensure the team can provide informed and proactive support in accordance with all campaigns, product launches and customer initiatives. - Drive and encourage feedback loops to help amplify a customer support environment focused on the needs of the customer and rooted in empathy. - Be incredibly reliable for our customers by utilizing strong communication skills to communicate with multiple stakeholders when things might not be going how they expected. - To be comfortable and adaptive in an agile fast-paced environment – you need to be invigorated by this type of environment, and be excited by a new challenge. - Strive for execution excellence through the optimization of our platforms/tools. - Analyze, communicate, re-communicate (and maybe even obsess a bit) over success metrics and forecasting to coach, scale, and provide quality service from every team member. - Support the recruitment, onboarding and optimization of department specific training for top talent joining our Product Support team. This allows you to own reduction in ramp-up time for new hires. Every hire you make you are going to want to have on your team! - Become an ambassador of our culture by being humble, supportive – and someone who truly gives a sh*t! To be successful, you’ll need: - Recent experience managing in a high-volume customer support or contact centre environment - we'll also consider candidates who began in support and have since led teams across broader customer success functions - Tested and mature coaching and leadership frameworks, demonstrated change management rigor - Experience driving impact at scale, beyond immediate direct reports - A track record of ambitious career growth, exceptional customer support and the ability to motivate others to do the same. - To think big, yet manage the details. You can see the big picture, but are also laser focused on delivery and execution. - Next level communication and relationship building abilities. We move fast, which means you’ll need to build a high degree of trust with peers and key stakeholders. - A genuine connection to our purpose - you care about helping small businesses succeed, and that shows up in every decision you make for your team and your customers   Nice to haves: - Managed a team of 6-15 direct reports - Comfort with support tooling such as Intercom, Salesforce Service Cloud or similar and the ability to pull and use data to drive decisions, even when the reporting isn't perfect. Please note: To ensure full team coverage, shifts are fixed by location and cannot be converted to another time zone. - Alberta candidates: Monday to Friday, 11:00am–8:00pm MT - British Columbia candidates: Monday to Friday, 10:00am–7:00pm PT - Ontario candidates: Monday to Friday, 10:00am–7:00pm ET Location: We believe great collaboration is intentional, and sometimes that means coming together in person to build, brainstorm, and connect. To support this, the role is open to candidates based in one of our hub cities: Edmonton, Toronto, Vancouver, or Kitchener-Waterloo. Compensation: At Jobber, we believe that compensation should be transparent, fair, and reflective of your experience and growth. This role has a minimum annual salary of $87,700, a midpoint of $103,300, and a maximum salary of $118,800, designed to show the progression from learning the ropes to truly excelling. We design our compensation to reflect each new hire’s skills, experience against the complexity of the role, ensuring a fair and competitive salary. Our range is intentionally broad to support growth and long-term impact, with fully established hires typically starting around the midpoint. The higher end of the range is reserved for those who have demonstrated deep expertise and lasting contributions, while offers below the midpoint reflect strong potential with room to develop. This approach ensures that compensation aligns with both an individual’s current capabilities and their opportunity for future growth. Base salary is just one part of a total compensation package that will include equity rewards, annual stipends for health and wellness, retirement savings matching, and an extended health package with fully paid premiums for body and mind. Your professional growth matters to us too! You’ll have access to a dedicated talent development program that includes career coaching and opportunities for career development. We believe in transparency and open conversations about compensation. If you have any questions about our approach, we’re happy to discuss them throughout the hiring process! What you can expect from Jobber: - A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, matching in RRSP, TFSA or FHSA, and stock options. - A dedicated Talent Development team and access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential. - A unique opportunity to build, grow, and leave your impact on a $400-billion industry that has no dominant player...yet. - To work with a group of people who are humble, supportive, and give a sh*t about our customers. We believe that diverse teams perform better and that fostering an inclusive work environment is a key part of growing a successful team. We welcome people of diverse backgrounds, experiences, and perspectives. We are an equal opportunity employer, and we are committed to working with applicants requesting accommodation at any stage of the hiring process. A bit more about us: Job by job, we’re transforming the way service is delivered. Your lawn care provider, home cleaning service, plumber or painter could use Jobber to better connect with their customers, save time in the office, invoice faster, and get paid! We’re bringing tens of thousands of people together with technology to deliver billions of dollars a year in services to happy customers. Jobber exists to help make these small businesses successful, and when they’re successful we all win!