ContactMonkey helps businesses boost growth and productivity through their internal communications. In this role you’d have the opportunity to make a significant impact at one of Canada’s fastest-growing companies - check out our 2022 Global and Mail ranking https://www.contactmonkey.com/blog/globe-mail-rankings-press-release ! With our powerful tech stack, businesses can create, send, and track HTML email within Outlook or Gmail. Today, ContactMonkey’s software is being leveraged within the world’s leading Enterprise organizations, including brands like Rogers and IKEA! We are pumped to be the best-of-class for internal employee communications.

About the job

ContactMonkey is on the lookout for an experienced Head of Support to help grow and nurture our technical support function. You will leverage customer-facing experiences and be responsible for researching and implementing solutions to prevent or mitigate customer issues through a combination of proactive support and monitoring. You will partner with our Sales, CS, product and other cross-functional teams to provide the highest level of support and subject matter expertise to our strategic accounts.

We understand that joining a team is one of the most important decisions you make ❤️, and adding a team member is one of the most important decisions we’ll make. Through our process, we want you to get to know us and understand how you approach problems, learn, and what motivates you.

Ranked as Globe and Mail & Deloitte Technology Fasted growing Canadian business this year, the people we hire are key drivers of our success! With ContactMonkey you have the opportunity to make a significant impact while driving your career forward.

About you

• 5+ years of experience in a Technical Support role focused on large scale enterprise customers
• Clear communicator, both verbally and in writing, and you enjoy explaining things to others
• Proven ability to thrive in a self-motivated fast-paced, ambiguous, and rapidly changing environment
• Strong communication skills & bias for action
• Experience creating and maintaining customer specific playbooks, SOPs (standard operating procedures) and operating manuals
• Foresight to anticipate and address potential issues before they become issues
• Strong communication skills and the ability to interface with both technical and non-technical individuals as needed
• Experience hiring, onboarding and growing a technical support team from scratch
• You have previous experience working closely with technical teams. Perhaps you’ve provided support for a technical product, worked in QA, or are taking your first steps to becoming a software engineer.

Nice to have

• Experience with Exchange Online, Microsoft Office 365, G Suite, Azure AD

What you will be doing

• Provide technical solutions and respond to technical requests from customers
• Manage and resolve support issues with a high degree of technical complexity
• Collaborate with other departments (Product, Sales, Customer Success, Engineering) to ensure transparent communication, share ideas, and streamline processes
• Improve efficiencies by documenting and standardizing support processes along with capturing or developing best practices
• Develop tools that will help in diagnosing, resolving, and triaging hard-to-get-at problems
• Secure new customers and retain current customers through the provision of excellent customer service
• Document knowledge in the form of incident notes, technical articles, and contributions to knowledge bases or forums within specific areas of expertise
• Follow-up on customer commitments in a timely manner, balancing effectively both processes with the need to adapt to the situation
• Facilitate ongoing retrospectives to relay lessons learned and feedback internally to our other client-facing and technical teams

Why ContactMonkey?

We offer…

🏥 Comprehensive benefits program (health & dental)!

🤒 5 sick days per year!

📚 Monthly stipend for personal and professional growth!

💰 Stock option plan!

🏝 Generous vacation package!

🧖 1 personal day to do as you please!

☀️ Summer hours in July and August!

🌎 Work from anywhere in the world for 6 weeks!

💼 Downtown Toronto office for a change of workspace routine!

🤝 A supportive team who celebrates successes and tackles challenges together!

Our team is reimagining what it means to send and receive valuable communications to an entire workforce. By joining ContactMonkey, rest assured our wickedly smart, high-performing team members will challenge you to learn and grow every day. We value great work and great ideas in everything we do. We’re looking for talented people who want to grow their career with us while making an impact with groundbreaking ideas.

Equal Employment Opportunity

ContactMonkey does not discriminate in hiring or terms and conditions of employment because of an individual’s race, ancestry, colour, place of origin, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, family status or marital status, or any other protected category recognized by provincial or federal laws.

Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application or email [email protected]