Director, Customer Support
Overview
Wavelo is a SaaS business on a mission to make telecoms a breeze. We provide flexible software that modernizes how communication service providers (CSPs) do business, helping them drive more value, focus on customer experience, and scale their operations faster.
Job Description
As part of Tucows (NASDAQ:TCX, TSX:TC)—one of the world’s largest Internet services companies—Wavelo is backed by outstanding resources and talent. We embrace a people-first philosophy that is rooted in respect, trust, and flexibility. We believe that whatever works for our employees is what works best for us. It’s also why the majority of our roles are remote-first, meaning you can work from anywhere you can connect to the Internet! The work we do genuinely changes lives.
Responsibilities
- - Lead the Customer Support team and strategy to align with department goals and vision
- - Develop, evaluate, and implement strategies to identify opportunities and improve service delivery
- - Responsibility for ensuring the team is adequately trained to support all Customer Care Pillars, and all customer segments
- - Evaluate Customer Support tools in support of automation, self-service, omni-channel support or improvement of customer satisfaction
- - Implement and maintain procedures and tools that support department efficiency
- - Create an environment that promotes exceptional customer support, collaboration, communication and teamwork within the department and cross-functionally
- - Lead support incidents and critical issues, effectively communicating to the business and owning the interaction between customers, product and engineering
- - Establish key performance indicators measuring customer satisfaction and support efficiency to make the necessary improvements
Required Skills
- - Well-developed business and management principles related to strategy development, resource allocation, workflows, leadership and coordination of people and resources
- - Ability to lead managers and successfully guide distributed remote teams across lines of business, and geographies
- - Possess a strong management presence and leadership ability, with communication and interpersonal skills that inspire and empower leaders and teams
- - Operational and strategic excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning
- - Ability to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
- - Ability to collaborate across the organization and with external partners
- - Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
Benefits
- - Fair compensation and generous benefits
- - Remote work flexibility
- - Commitment to inclusion and diversity
- - Reasonable accommodation for individuals with disabilities
About the company
Tucows offers Domain Name Services, Fiber Internet Services and SaaS through our businesses Tucows Domains, Ting and Wavelo.