Customer Support Team Lead

 

Are you

  • Passionate about helping customers to truly get the best use of the software?
  • Keen to help your team members deliver great service while feeling appreciated, recharged, and fulfilled?
  • Great in setting up systems and processes that support the above?

 

Wild Apricot is a business unit of Personify that creates, delivers, and supports the #1 membership software for small associations and nonprofits, that helps manage membership, website, events, and other activities. It is "cloud" software, meaning it runs through a web browser without needing to install anything on your local computer. Since our focus is small organizations, we've designed Wild Apricot to be both powerful and affordable, with pricing plans starting at just $40 per month.

 

We pride ourselves on very usable software that serves tens of thousands of organizations, a phenomenal culture that includes self-organized teams and empowers employees to contribute to company’s growth, and renowned customer support - quick, caring and to the point.

 

As Customer Support Team Lead, you will be expected to:

  • Ensure that the team delivers great customer service, via phone and tickets, in a timely, informative, and friendly manner.
  • Assist the team in developing customer care approaches, schedules, and other processes that capitalize on agents’ strengths and ensures proper recharge.
  • Further work with the teams on processes to analyze root cause for customer requests, to decrease the need for those via self help or product improvements.
  • Ensure collection of appropriate customer care and team performance metrics, followed by analysis of data for trends and challenges; help the team develop actions to address those.
  • Be the primary escalation point for customer for all support issues.
  • Coach and groom talent of the customer support team.
  • Work with other business units to collaborate on solutions to drive customer success and satisfaction.

 

As any leader in our company, you will be expected to participate in co-creation of how our organization operates, contribute to both defining strategic priorities and helping integrate those into people’s performance.

 

Desired skills and traits:

  • Focus on the best customer experience, with relevant metrics to monitor and improve
  • Team builder and strong leader of people - develops talent, helps build collaboration
  • Great communication skills - creating clarity, navigating conflicts
  • Systems and organization skills - setup support specific processes
  • Result and efficiency driven - focus on solution and outcome
  • Technology savvy - to enable best tools for the team and understand our product
  • Experience in a software support/customer service. Experience working for a SaaS company a plus.

 

What's in it for you?

  • Competitive salary commensurate with your skills and experience
  • Comprehensive benefits program, including health and dental coverage
  • Super cool office across the street from Union Station, the PATH (underground mall) and surrounded by amazing restaurants, CN Tower and much much more
  • Casual, open, and empowering office culture
  • Lots of in-office perks, like in-house yoga and our fully stocked kitchen to meet all of your breakfast, lunch and snacking needs

 

How to apply

If you are the one we are looking for, then please help us see that we are a match.

 

To apply, please select one of the following topics and write your thoughts on it (a short essay):

  • What is most important in building a great customer service team?
  • Best ways to help customer service agents be recharged
  • Is customer always right? Please expand your thoughts on that.
  • If you were to name three key pillars of building a great customer service process - what would they be?

 

Submit your essay along with your resume to hr@wildapricot.com and also include a link to your LinkedIn profile.

 

We look forward to hearing from you!

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