**Please submit your resume in English**
We’re looking for Manager, Customer Support to help us ensure that Hootsuite’s world-class service and customer satisfaction are maintained/exceeded at all times. You’ll be working with your extended leadership team to identify areas for individual and team improvement while enabling them to provide candid feedback to optimize performance of the team. In this role you will be a member of a team of Managers responsible for our Global Customer Support teams. This is a hybrid role and is open to applicants located within commuting distance of Mexico City, Mexico In this role, you will report to the VP, Customer Support.
WHAT YOU’LL DO:
- Manage and develop a global team of customer support operational staff and leadership.
- Conduct regular coaching and development sessions for the team to ensure support readiness + enablement for the business.
- Champion and foster an environment of ‘customer first’ mindset and introduce operational strategies to allow for a dynamic and continually evolving team that performs outside of the traditional support framework and promotes a culture of accountability for the success outcomes and delivery in supporting our customers.
- Drive delivery of the Support life cycle and customer engagement by tailoring the Support model to meet the needs of our business strategies and ensure cross collaboration and alignment with internal stakeholders.
- Manage and monitor customer support technology platforms to ensure system performance; complete regular system audits/SOC compliance; identify opportunities for tool modernization to drive support workflow efficiencies and improve customer experience.
- Manage the customer support operational strategies through execution on defining customer requirements; establishing customer-service standards; contributing information and analysis to the organizational strategic and product development plans and reviews.
- Partner with the Workforce management team to ensure optimal coverage models are in place to meet our intake volumes. Manage operational performance to ensure effectiveness; leverage data to inform decisions to meet/exceed established key performance indicators.
- Meets support center financial objectives by estimating requirements; participates in annual forecasting/budgetary planning process in the areas of scheduling expenditures; analyzing variances; initiating corrective actions.
- Provides guidance on process improvements, ensures standard operating procedures for core functions are well documented, published, audited and in alignment with business tactics and strategy for areas of responsibility.
WHAT YOU’LL NEED:
- Extensive experience working in a customer support center environment or related industry role preferably in a Software as a Service (SaaS) environment servicing multiple channels, SLAs and varying KPIs with significant years of leadership experience
- Bilingual in English and Spanish
- Experience with support center applications and systems, preference to those with Salesforce Service Cloud, Jira, Workforce Management systems.
- Strong understanding of workforce management concepts, including staffing, scheduling and attendance administration.
- Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
- Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
- Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
- Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished
- Decision Making: consistently chooses the best course of action (from a number of alternatives) to address business problems and/or opportunities
- Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action
- Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
- Accountability: holds self and others accountable to meet commitments
- Builds inclusive, cohesive teams which apply diversity to achieve common goals
- Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
- Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision
- Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team
WHO YOU ARE:
- Solution seeker. You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.
- Lifelong learner. You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
- Resilient adapter. In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
- Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information. Critical challenger. You have the trust in your team to ask difficult questions in order to get to the best end result.
- Active communicator. You listen actively and communicate ideas and information clearly, inclusively, and proactively.
- Integrated thinker. You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
- Accountable owner. You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
- Bar-raiser. You step up to help your team grow and succeed, even when that means going beyond what might be expected.
In all we do, our six guiding principles light the way:
Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp
One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe
Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed
Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile
Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses
Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies
Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.
#LI-IA #LI-Hybrid
