Support Manager
Location: CA, ON, Toronto
Department: Support
Employment type: Full-time
Required experience: Director
Industry: Information Technology and Services
Function: Customer Service
Company profile: Vend is looking for some awesome new talent to come join us. You'll be working in an awesome team doing awesome things, and generally being awesome.Learn about us on our blog, or meet the team on Twitter, Facebook, LinkedInAwesome SpaceOur brand new Auckland office space is located on Nuffield Street in Newmarket, surrounded by our customers and the industry we love. It is huge, open, and shiny new with great meeting room spaces, casual working environments and plenty of space to host awesome events. We don't do cubicles, just plenty of space, whiteboards and meetings rooms. We also have a great cafe/retail space with our very own Front of House Manager taking care of our visitors and fellow Venders. Like Auckland our Melbourne office is surrounded by retail. It's a great wee space equipped with tiny houses and some awesome cardboard cutout animals.Our Toronto office is located right in the heart of downtown retail district. Like Melbourne and Auckland there's a great vibe with great coffee, boutique stores and some of the greatest restaurants in the city. Our SoMa office in San Francisco is located in the middle of the SF tech scene, just a (Biz) stone's throw from Twitter.The EnvironmentWe want you to be at the top of your game. You can wear whatever clothing you like, start work late in the morning, take breaks whenever you want and generally work the way you want to work. Who we're looking forVend is looking for people to push the boundaries. We are a hard working professional team with a wicked sense of humour, and we are looking for people who thrive in a collaborative open environment. We want passionate, hard working, talented individuals that want to lead in their field.
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 & Culture team on recruitment and learning and development for your team
Requirements: You will have the following;Experience managing a high performing customer support teamBest practice customer support knowledge and significant experience in customer interactionExperience managing escalated customer inquiries Zendesk knowledge or another similar helpdesk software solutionKnowing how to lead from the front and be an inspiring member of the teamExcellent written and verbal communicationAbility to multi-task and work in a fast-paced environment that is evolvingAdvanced troubleshooting and problem solving capabilitiesKnow how to encourage a high performance culture while still having fun
Benefits: You can expect from us:A competitive salary  The chance to work with a group of amazing peopleHaving the opportunity to be part of the next big Kiwi software success storyAn open culture where we share our results with all our people and where your input is valuedFun at work!  However you might like to have fun at work, you can pretty much do that at VendWork-life balance. We know you have a life outside of work. At Vend you can have a life inside work tooUtilise all your talents. Not just the ones written in your job descriptionWe welcome all of you at work. We don’t want you to leave your personality at the door
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