Customer Experience Manager

Location: London, ON

Telecommunications should be simple, friendly, and affordable. This philosophy has helped Start.ca achieve some of the highest customer ratings among Internet Service Providers in Canada. Our mission is to be the most loved, most recommended, and most desired telecom provider out there. Accomplishing this starts with our people!

Our Customer Experience Manager is responsible for coordinating, managing, and supporting the success of Customer Experience Group (CxG). Customer Experience Manager will provide performance feedback to their direct reports, keep Senior Leadership informed on day-to-day operations, oversee and resolve escalated customer complaints not able to be resolved by CxG staff, and focus on ensuring Start customers have an exceptional customer experience. Along with the responsibilities and requirements specific to this role, you are also expected to abide by and encourage Start’s Code of Conduct, helping to strengthen our trusting and positive work environment.

What you’ll be doing

Coordinate and oversee the daily activities of your team, setting priorities to ensure task completion and coordinating daily activities with other Managers in order to meet or exceed business objectives.
Partner with the People and Culture team on all matters related to performance issues, setting consistent policy expectations, talent acquisition/management, and on-boarding/off-boarding.
Monitor the performance of your team and provide feedback through regular one-on-ones and meetings.
Cultivate a culture of trust with your staff.
Schedule, approve team time-sheets, and report discrepancies to the Customer Experience Director.
Roll out new services, processes, and procedures within the CxG team and provide feedback on processes and procedures that may be ineffective.
Work directly with insights and analytics resources to monitor and manage individual CxG performance and team KSI (key success indicators). Assist with training and development by providing input for training material and helping to identify training needs for the CxG team.
Confidently answer questions related to policies and processes and enforce these policies during customer escalations, resolving complaints quickly and effectively by thoroughly understanding issue specifics.
Identify technical/process opportunities for future growth.
Identify and clarify staff concerns/complaints, determine the cause of the problem, select and explain the best solution to solve the problem, and follow up to ensure resolution.
Empower and encourage your team to tackle new challenges and initiatives.
Other appropriate responsibilities relevant to the role today and the role as it may evolve.

What we are looking for:

 3-5 years of relevant customer service experience in addition to 5+ plus years of people leadership and understanding what type of support and direction.
Post secondary education an asset.
Innovative, collaborative, and a humble leader with the demonstrated ability to manage and inspire a large team within a high-volume, customer service environment.
Passionate about the overall success of your staff with the ability to coach, develop, and motivate individuals.
Strong communicator with exceptional customer service skills who can effectively connect, both verbally and in written form, with customers and staff in a trusting and courteous manner.
Able to react quickly and decisively in an environment with shifting priorities.
Self-aware and conscious of how your decisions and business decisions influences your team.
Exceptional attention to detail, time management, and organizational skills.
Well-developed analytical, critical thinking, conflict resolution, and problem solving skills.
Able to perform computer work, including typing and other fine motor movements for up to 80% of each shift.
Able to work collaboratively with a variety of people at all levels within the organization to ensure effective communication and success of key initiatives.
Demonstrated pride in work place punctuality, attendance, and reliability.
Previous experience within a start-up or tech industry is considered an asset.
Available and willing to work in an environment supporting 24/7 customer support operations (evenings, statutory holiday, and on-call coverage as required).

What we offer:

We live by our core values: Friendly, Smart, Honest, Reliable, Forward and Involved.
We have a dynamic, reputable, and FUN company culture - it’s what brings our employees here and keeps them here :)
As we grow, we want our employees to grow with us through our career advancement opportunities and continuous professional development.
Pay per performance compensation philosophy.
Group Retirement Savings Plan with company matching.
Comprehensive flex option health & dental benefits & life insurance.
Remote work opportunities. 

Diversity is important to us, and we believe our differences make us a better company. Our differences help us to be innovative, with new attitudes, new processes, and new solutions to difficult problems. We respect our differences and this respect is shared throughout our culture.

We know that applying to a new role takes a lot of work and we truly value your time. We’re looking forward to reading your application!