Manage an initial team of 10-12 individuals and optimize results through effective performance management planning
Identify recurring behavioural patterns across your team and coach to root cause
A solid grasp of contact centre operations and KPIs
Navigate escalated customer situations that fall outside standard policy
Build and iterate on performance management frameworks
Drive both qualitative and quantitative results to ensure customer satisfaction
Collaborate with other leaders and departments at Jobber for informed support
Drive and encourage feedback loops for continuous improvement
Communicate reliably with multiple stakeholders
Optimize our platforms/tools for execution excellence
Analyze, communicate, and re-communicate success metrics for quality service
Support the recruitment and onboarding optimization for new hires
Become an ambassador of our culture by being humble and supportive

Recent experience managing in a high-volume customer support or contact centre environment
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.
Next level communication and relationship building abilities.
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

Customer Support Manager

Key skills