Director – Enablement & Quality Assurance

Do you want to impact the hardest working people in the world?

Then Jobber might be the place for you! We’re looking for a Director of Enablement & Quality Assurance to be part of our Customer Success department.

Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers while providing an easy and professional customer experience. Running a small business today isn’t like it used to be—the way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That’s why we put the power and flexibility in their hands to run their businesses how, where, and when they want! 

Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada’s Most Admired Corporate Cultures, and more. Jobber has also been named on the Globe and Mail’s Canada’s Top Growing Companies list, and Deloitte Canada’s Technology Fast 50™, Enterprise Fast 15, and Technology Fast 500™ lists. With an Executive team that has over thirty years of industry experience of leading the way, we’ve come a long way from our first customer in 2011—but we’ve just scratched the surface of what we want to accomplish for our customers.

The team:

Our Customer Success team works together with other teams and stakeholders to bring our company values to life for our customers. By being humble, supportive, and truly giving a sh*t, the team ensures that our customers are successful in Jobber. This team thrives on meaningful and impactful communication with one another and with our customers and plays a significant role in the lives of entrepreneurs and business owners who utilize Jobber.

The role: 

As the Director of Enablement & Quality Assurance, you will build a team of enablement and quality assurance experts to deliver high quality and value-focused customer experiences. As a passionate and data-driven educator, you will lead your team to proactively identify trends in Voice of Customer (VOC) data and customer interactions.  You will use those insights to develop enablement materials, train customer facing teams, and elevate the customer’s voice within the organization. You will be responsible for creating and delivering a robust Customer Satisfaction (CSAT) and VOC strategy and execution of an ongoing practice across Customer Success.

The Director, Enablement & Quality Assurance will:

• Lead Customer Success Quality Assurance and Enablement programs, including call monitoring, email and chat script reviews, recorded calls, and other customer interactions, providing actionable insights for individuals and teams.
• Coach and mentor leaders and individuals across Customer Success, creating personalized development plans, and partnering with the person’s direct manager to ensure desired behaviors and habits are adopted.
• Create strategies for Enablement, QA, and VOC with the customer’s experience at the center of decisions.
• Develop and implement programs that improve quality during customer onboarding and support
• Responsible for monitoring, measuring and reporting CSAT at key interactions on the customer journey. 
• Create and manage VOC and Service Recovery programs
• Use VOC data to create action plans and feedback loops into Product, Eng, Success 
• Evaluate learning platforms and make recommendations for improvement.
• Manage and develop all learning content for customer facing teams.
• Design and implement regular training and development sessions to upskill individuals and teams
• Track and report the business impact/ROI of enablement and quality activities 
• Share best practices to enhance the quality and efficiency of support, and contribute to the knowledge-base 
• Engage with key stakeholders and conduct monthly reviews of insights and actions
• Elevate the customer’s voice in key business strategic decisions 
• Provide a holistic view of the customer by synthesizing information from all customer interactions.

To be successful, you should have:

• Proven experience in SaaS; experience in Support enablement and educational instruction for customer-facing; demonstrated knowledge of relevant best practices, methodologies, and technologies 
• Exceptional communication skills (presentation, verbal, and written)
• Strong leadership, coaching and collaboration abilities
• Strong business acumen
• Effective program and project management skills
• Advanced knowledge of Learning Management Systems preferred
• Fast learner, excited and willing to learn new technology on an ongoing basis
• Extremely strong analytical and problem-solving skills
• Comfortable with ambiguity and working in a fast pace environment
• Must have a high level of curiosity, and a passion for continuous improvement