Support Manager
Vend is award winning web-based SaaS point-of-sale for retail.  We’re chucking out crusty old cash registers and replacing them with iPads, touch screens and beautiful software.  We’re shaking things up, revolutionising retail and finding a huge demand for our services.As much as we love our software, it’s our amazing customers that are at the centre of everything at Vend. Delighting them is our core company value. Put simply, we wouldn’t exist without them! Every day we work towards giving them their best customer service experience ever.We have a rapidly growing team of Customer Support Agents in our new Toronto office, and we're looking for the world's best Support Manager to run the show. This is an epic opportunity to manage a great team of individuals and help lead the Vend charge into North America. Very exciting times.It’s important that our Support Manager is as enthusiastic about retail as we are, and a natural with technology. We want someone who is always able to find the right tool to do the job awesomely. We also want someone who is an effective leader, with experience in the support industry and a wealth of expertise to share.The Support Manager will be responsible for:Day to day management of the Support function for the Northern Hemisphere, including coaching and supporting our Customer Support Agents throughout their day and making sure they have everything they need to support our customersEnsuring that the quality of support given to customers is high and that agents are able to be proactive in helping customersEnsuring all support is conducted with an empathetic, professional yet informal manner that suits our brandManaging any unhappy customers that are escalated by Customer Support Agents in a professional and timely manner. We want every customer, even if they are really upset with us, to have their concerns addressed and come away feeling like they were really taken care ofMaking sure that your team knows what’s going on in the wider business, particularly if there is something that has an impact on how they do their jobWorking with the People &amp; Culture team on recruitment and learning and development for your team
Title: Support Manager
Salary: None
Description: Vend is award winning web-based SaaS point-of-sale for retail.  We’re chucking out crusty old cash registers and replacing them with iPads, touch screens and beautiful software.  We’re shaking things up, revolutionising retail and finding a huge demand for our services.As much as we love our software, it’s our amazing customers that are at the centre of everything at Vend. Delighting them is our core company value. Put simply, we wouldn’t exist without them! Every day we work towards giving them their best customer service experience ever.We have a rapidly growing team of Customer Support Agents in our new Toronto office, and we're looking for the world's best Support Manager to run the show. This is an epic opportunity to manage a great team of individuals and help lead the Vend charge into North America. Very exciting times.It’s important that our Support Manager is as enthusiastic about retail as we are, and a natural with technology. We want someone who is always able to find the right tool to do the job awesomely. We also want someone who is an effective leader, with experience in the support industry and a wealth of expertise to share.The Support Manager will be responsible for:Day to day management of the Support function for the Northern Hemisphere, including coaching and supporting our Customer Support Agents throughout their day and making sure they have everything they need to support our customersEnsuring that the quality of support given to customers is high and that agents are able to be proactive in helping customersEnsuring all support is conducted with an empathetic, professional yet informal manner that suits our brandManaging any unhappy customers that are escalated by Customer Support Agents in a professional and timely manner. We want every customer, even if they are really upset with us, to have their concerns addressed and come away feeling like they were really taken care ofMaking sure that your team knows what’s going on in the wider business, particularly if there is something that has an impact on how they do their jobWorking with the People &amp; Culture team on recruitment and learning and development for your team
Requirements: Director experience, None education
Fraudulent: No