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Full-Time

Head of Technical Support

Posted on 6/27/2024

ContactMonkey

ContactMonkey

51-200 employees

Internal communication email software integration

Senior, Expert

Toronto, ON, Canada

Category
IT Support
System Administration
IT & Security
Required Skills
Communications
Customer Service
Requirements
  • Ability to commute to the Toronto office 1-2 times per week
  • 3-10 years of experience in a Technical Support role focused on large scale enterprise customers
  • 2-5 years of leadership experience
  • Experience building Technical Support systems from scratch
  • Experience succeeding in a scale-up environment
  • Clear communication skills
  • Experience creating and maintaining customer-specific playbooks, SOPs, and operating manuals
  • Strong communication skills to interface with technical and non-technical individuals
  • Previous experience working closely with other technical teams
Responsibilities
  • Leading a team of Technical Support Representatives
  • Providing technical solutions and responding to technical requests from customers
  • Managing and resolving support issues with high technical complexity
  • Collaborating with other departments to ensure transparent communication and streamline processes
  • Improving efficiencies by documenting and standardizing support processes
  • Developing tools for diagnosing and resolving problems
  • Securing and retaining customers through excellent customer service
  • Documenting knowledge and contributing to knowledge bases
  • Following up on customer commitments
  • Facilitating retrospectives to relay feedback internally

ContactMonkey offers internal communication email software that seamlessly integrates with Outlook and Gmail, featuring a drag-and-drop email builder, accurate analytics, and employee feedback capabilities. The product also incorporates AI-powered content creation using OpenAI ChatGPT3.

Company Stage

Series A

Total Funding

$55.8M

Headquarters

Toronto, Canada

Founded

2010

Growth & Insights
Headcount

6 month growth

18%

1 year growth

68%

2 year growth

158%