Join Loopio as a Senior Manager, Customer Support

At Loopio, we nurture an environment that promotes learning and growth for our dedicated Loopers. Here, we offer you the autonomy and challenging work needed to master your craft. We value and retain individuals who are naturally curious, resilient, and eager to progress their careers. Our mission is to support each other genuinely because true success comes from working together, as #oneteam.

About the Role: Customer Support Leader

We are seeking an experienced Customer Support leader to head our award-winning team at one of Canada’s top SaaS companies. In this role, you'll manage a team of talented Customer Support Professionals, advocating for our customers and driving critical projects to enhance overall Customer Experience. Join our Customer Experience leadership team and accelerate your career with endless opportunities.

Responsibilities

As a Senior Manager, Customer Support, you will:

• Lead a global team of 8 individuals across Customer and Tech Support, with team members based in Vancouver, Toronto, and India.
• Manage support for two key solutions: Loopio Core and Loopio for Salesforce (Salesforce native).
• Ensure SLAs are met, both internally and externally, and work to improve SLAs where appropriate.
• Be customer-facing; handle escalations, join calls with Enterprise customers, and support global customers.
• Leverage AI to enhance efficiencies using chatbots, in-app messaging, macro-creation, and more.
• Present ticket trends and customer feedback to Engineering and Product leadership to improve customer experience.
• Build scalable processes, guidelines, templates, and frameworks to streamline support activities.
• Develop strategies to impact core support metrics (Response Time, CSAT, Case Age, Agent Efficiency).
• Provide one-on-one coaching and mentorship to the Support Team, ensuring effective handling of complex scenarios.
• Work with leaders across Loopio to ensure team initiatives are visible and aligned with broader company goals.
• Collaborate with the Go-To-Market team for successful product updates and launches.
• Oversee our Knowledge Base, ensuring its usability and accuracy for customer self-service.
• Utilize data-driven insights to prioritize fixes and customer feedback with Engineering and Product teams.
• Monitor SLAs and communicate any downtime both internally and externally.
• Engage with the Toronto Tech Community to enhance Loopio’s brand as a premiere organization.

Qualifications

To succeed in this role, you will bring:

• 2+ years in a management role within a customer-facing Support team.
• 3+ years of experience in SaaS or Customer-Focused roles.
• Experience with Zendesk or similar support ticketing and call software.
• Strong written and verbal communication skills.
• Excellent relationship-building abilities and capability to handle complex scenarios productively.
• Highly analytical approach, using data for decision-making and trend analysis.
• Exceptional organizational skills, with the ability to prioritize responsibilities and deadlines.
• A strategic mindset with a focus on driving high-level organizational goals.
• Experience with Salesforce, Zendesk, and Jira is a plus.

Work Environment

Loopio is a remote-first workplace, recognizing the benefits of flexible working. Our Hub Regions span Canada, the UK, and India. Employees work remotely within a specified radius of key locations, maintaining regular business hours in their timezone. This role is Ontario-based, with virtual collaboration tools like Zoom for effective teamwork.

Why Choose Loopio

• Supportive management, ongoing feedback, and regular 1-on-1s for your development.
• Autonomy and responsibility with opportunities to push creative boundaries.
• Unlimited learning opportunities; every Looper receives a professional mastery allowance yearly.
• Remote work setup including a MacBook, monthly phone and internet allowance, and work-from-home budget.
• Engagement through regular company socials, AMAs, and quarterly kick-offs.
• A culture built around connections in a remote-first environment, with Employee Resource Groups and fun virtual activities.
• Being part of an award-winning workplace and