Full-Time

Senior Manager

Customer Support

Posted on 5/30/2024

Loopio

Loopio

201-500 employees

Cloud-based RFP response automation software


Senior

Remote in Canada

Required Skills
Communications
Zendesk
Salesforce
Requirements
  • 2+ years in a management role with a customer-facing Support team
  • A minimum of 3 years of SaaS and / or Customer-Focused experience
  • Experience with Zendesk or similar Support ticketing and call software
  • Strong written and verbal communication skills
  • Strong relationship building skills
  • Extremely analytical
  • Highly organized
  • Highly strategic
  • Experience with Salesforce, Zendesk, and Jira is a plus
Responsibilities
  • Leading a global team of 8 individuals across Customer Support and Tech Support
  • Managing a team supporting two distinct Solutions: Loopio Core and Loopio for Salesforce
  • Ensuring pre-determined SLAs are met both internally and externally
  • Being customer facing and managing customer escalations
  • Using AI to enhance efficiencies via technology such as chatbots and in-app messaging
  • Presenting ticket trends and customer feedback to Engineering and Product leadership
  • Building scalable processes and guidelines to streamline Support activities
  • Developing strategies to impact core Support metrics
  • Providing coaching and mentorship to the Support Team
  • Working with leaders across the organization to drive company goals
  • Collaborating with the Go-To-Market team for successful product updates and launches
  • Taking ownership of the Knowledge Base and ensuring its usability
  • Working with Engineering and Product teams to prioritize fixes and Customer Feedback
  • Monitoring SLAs and communicating any down-time
  • Building a brand in the Toronto Tech Community

Loopio offers cloud-based RFP software that centralizes content, automates responses, and enhances collaboration using smart libraries and intelligent automation tools, helping companies improve response quality, win more business, and accelerate their growth.

Company Stage

Series A

Total Funding

$209M

Headquarters

Toronto, Canada

Founded

2014

Growth & Insights
Headcount

6 month growth

-4%

1 year growth

-11%

2 year growth

6%
INACTIVE