Manager, Customer Support

**Please submit your resume in English** 

We’re looking for Manager, Customer Support to help us ensure that Hootsuite’s world-class service and customer satisfaction are maintained/exceeded at all times. You’ll be working with your extended leadership team to identify areas for individual and team improvement while enabling them to provide candid feedback to optimize performance of the team. In this role you will be a member of a team of Managers responsible for our Global Customer Support teams. This is a hybrid role and is open to applicants located within commuting distance of Mexico City, Mexico In this role, you will report to the VP, Customer Support.

WHAT YOU’LL DO:

• Ensure the highest possible customer experience, ensuring customer issues are resolved quickly and efficiently to reduce churn / drive retention and increase customer lifetime value.
• Drive delivery of the Enterprise Support life cycle and customer engagement by tailoring the Support model to meet the needs of our business strategies [Dedicated, Premium Support, Strategic Partners] and ensure cross collaboration and alignment with internal stakeholders [Sales, Success].
• Manage customer support operational strategies through execution on: capacity planning, and cost/benefit analysis; defining customer requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Workforce planning and management, establishing real-time monitoring and optimal customer interaction routing practices along with communication channels in the operations centers to ensure dynamic management of key performance metrics e.g., service levels, ASA, occupancy, AHT, etc.
• Maintain and improve customer support operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Meets contact center financial objectives by estimating requirements; participate in annual forecasting/budgetary planning process in the areas of scheduling expenditures; analyzing variances; initiating corrective actions.
• Provides guidance on process improvements, ensures standard operating procedures for core functions are well documented, published, audited and in alignment with business tactics and strategy for area of responsibility.
• Manage and develop a team of ~ 30+ customer support operational staff and leadership. Conduct regular 1:1’s, performance management, coaching and development along with administering the recruitment cycle for the team to ensure support readiness + enablement for the business.

WHAT YOU’LL NEED:

• Extensive experience working in a customer support center environment or related industry role preferably in a Software as a Service (SaaS) environment servicing multiple channels, SLAs and varying KPIs with 5+ years of leadership experience
• Bilingual in English and Spanish
• Experience with support center applications and systems, preference to those with Salesforce Service Cloud, Jira, Workforce Management systems.
• Strong understanding of workforce management concepts, including staffing, scheduling and attendance administration.
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
• Priority Setting: focuses time/energy on the most important issues/opportunities. Clearly understand how to assess the importance of tasks and decisions
• Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
• Process/Project Management: skilled at figuring out and managing the processes and timelines necessary to get work accomplished
• Decision Making: consistently chooses the best course of action (from a number of alternatives) to address business problems and/or opportunities
• Influence: Asserts own ideas and persuades others, gaining support and commitment and mobilizing people to take action
• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs
• Accountability: holds self and others accountable to meet commitments
• Builds inclusive, cohesive teams which apply diversity to achieve common goals
• Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
• Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision
• Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team

WHO YOU ARE:

• Solution seeker. You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked.
• Lifelong learner. You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t.
• Resilient adapter. In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
• Intentional collaborator. You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information. Critical challenger. You have the trust in your team to ask difficult questions in order to get to the best end result.
• Active communicator. You listen actively and communicate ideas and information clearly, inclusively, and proactively.
• Integrated thinker. You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals.
• Accountable owner. You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes.
• Bar-raiser. You step up to help your team grow and succeed, even when that means going beyond what might be expected.

In all we do, our six guiding principles light the way:

Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best  work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

#LI-IA