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Support Team Lead

Vancouver, BC
Full Time
4 days ago
Are you energized by helping your team succeed? Do you love sharing a great product and providing a fantastic customer experience? Do you know how to play matchmaker between product and customer needs? You know that the success of any company is tied to the customer experience and team engagement-and that's where you come in.

As a Support Team Lead, you'll be responsible for coaching and developing a team of talented and dedicated Customer Champions. You'll be an open-source of information for your team surrounding performance, career development, and best practices. You'll help lead the team's daily operations; running daily huddles and team meetings, clearing blockers, providing one-on-one mentorship, and sharing your valuable expertise to resolve challenging customer inquiries. You'll learn our platform inside and out, working closely with cross-functional teams to improve and build upon the customer experience. At Thinkific, you'll contribute to building and developing a collaborative, passionate and insanely helpful team that provides the best support in the industry!

In this role, you will:
  • Coach and manage a team of direct reports, conducting regular 1-on-1s, setting expectations, leading performance reviews and supporting career growth
  • Help with day-to-day team operations, including resolving blockers, helping with challenging customer inquiries, leading team huddles and meetings, and providing updates to and from other departments
  • Plan and communicate OKRs to the team, offering regular progress updates, and inspiring your team to exceed their goals
  • Own the training, process planning, and implementation of strategy and tools
  • Implement solutions to improve processes and workflows, and contribute to meeting organizational goals
  • Facilitate a high-performing work environment by continually looking for ways to improve team efficiency and productivity
  • Collaborate with Support Leads on creating quarterly OKRs that will drive the team forward so that we are always providing best-in-class support

To be successful in this role, you must:
  • Have at least 3+ years experience in an SaaS customer support role, with at least 2+ years leading a team
  • Be comfortable using Zendesk or a similar ticketing system
  • Have experience supporting customers through multiple channels, mainly by email and phone
  • Love helping people, and you can't help but to go above and beyond to support a customer
  • Have strong written and verbal communication skills and can write a customer email or pick up the phone expressing yourself well and with clarity
  • Be an independent problem solver, and have no trouble figuring out how to solve a complex platform problem even if you don't know the answer to start
  • Perform well under pressure and can handle emergency situations on the fly
  • Have a strong work ethic and don't believe in the 9 to 5
  • Love to rally a group around a goal, motivating and inspiring them around their impact
  • Be extremely data-driven and enjoy keeping an eye on support data often from email volume to call volume, CSAT, etc.
  • Believe in servant leadership and practice radical candor
  • Bring new perspectives and like to get creative by finding innovative solutions to tough problems

You might be the person we are looking for if you:
  • Have worked cross-departmentally with Sales, Product, and Marketing teams and are comfortable collaborating with others
  • Have worked in an organization that tracks CSAT and NPS-you understand what these metrics measure and are eager to find ways your team can positively affect them
  • Have worked on a support team larger than 50 people
  • Have worked primarily in a B2C facing organization

Bonus points if you:
  • Have worked in a SaaS-based, growing startup
  • Have used Slack, Asana, Google Drive, or TextExpander
  • Have experience with HTML/CSS
  • Have written for or helped build a Knowledge Base/ Help Center
  • Have experience driving customer feedback to other teams internally

About us:

We're about the results of online learning and the people along the way! Thinkific is a software platform that enables entrepreneurs to create, market, sell, and deliver their own online courses. Our mission is no less than to revolutionize the way people learn and earn online by giving them the tools they need to turn their expertise into a sustainable business that impacts both them and their audience. We believe in meaningful, innovative work: we're building and expanding an incredible product that empowers course creators around the globe while working collaboratively to learn and succeed together. Our customer support is the best in the industry and one of the main reasons educators love using Thinkific!

Why we think you'll like working with us:
  • Be part of a collaborative, driven team focused on building best-in-class software for one of the fastest-growing companies in Vancouver
  • We offer competitive salaries, health/dental/vision benefits, and our Employee and Family Assistance Program helps to support your well-being
  • We have an open vacation policy and flexible work environment... because sometimes you do your best work in slippers ;)
  • Our office is stocked with snacks, coffee, and the occasional Friday beer and cider to keep you fuelled
  • We're dog-friendly and have many furry friends sitting nearby, ready to be cuddled
  • We get together often for fun company events (we've flown to California, hosted family BBQs, conquered The Chief, gone rock climbing and put our heads together to tackle creative challenges at our Hackathons)
  • We have an amazing existing team of talented engineers, marketers, designers, customer champions, and other tech industry pros that want to work with you
  • Everyone has an equal opportunity to impact our product and company-we strongly value all of our people (the ones we work alongside and the ones we serve)
  • We are passionate about education-we provide learning opportunities and encourage each other to continuously learn and grow through workshops, training, blogs, meetups, books, and mentorships
  • We provide a technology bonus for when you need to upgrade or replace your existing system
  • We care about helping you grow your career AND your family. Family is important to us, and our paid parental leave provides you with a little extra help while you're beginning this new adventure.
  • We believe that different perspectives and backgrounds are what make a company flourish. Thinkific welcomes all applicants regardless of race, gender, orientation, sexual identity, economic class, ability, disability, age, religious beliefs or disbeliefs, or status. We're proud to be an inclusive company with values grounded in equality and ethics, where we embrace diversity. We welcome you!
Customer Service and Support