DLT Labs Hiring for Customer Success Manager at Toronto, ON Full Time

About us

DLT Labs is built by pioneers with experience across a wide variety of sectors of business, technology and distributed application architecture, development and integration. Our team has delivered many of the largest enterprise blockchain projects globally and has a successful track record with some of the world’s largest software product integrations. Our project with Walmart Canada is the world’s largest deployment of enterprise blockchain in an industrial application.

Job Description

Responsibilities

Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures.

Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.

Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.

Managing the customer support department’s day-to-day functions.

Responding to escalated customer support issues.

Implementing customer support processes to enhance customer satisfaction.

Formulating and revising customer support policies and promote their implementation.

Informing the team of all new information related to products, procedures, and trends.

Assessing support statistics and preparing detailed reports on the findings.

Improve customer service experience, create engaged customers, and facilitate organic growth

Take ownership of customers issues and follow problems through to resolution

Set a clear mission and deploy strategies focused towards that mission

Develop service procedures, policies, and standards

Keep accurate records and document customer service actions and discussions

Analyze statistics and compile accurate reports

Keep ahead of industry’s developments and apply best practices to areas of improvement

Requirements

Proven working experience as a Customer Service Manager with minimum 5+ years’ experience and overall 8-10+ years.

Good analytics skill using excel or other data platform.

Experience with Jira/Service now or similar incident management platforms.

Good to have excellent knowledge of management methods and techniques

Good to have working knowledge of customer service software, databases, and tools

Ability to think strategically and to lead

Advanced troubleshooting and multi-tasking skills

Should be able to prioritize issues according to customer impact

Proven experience as a customer support specialist, preferably within a similar environment.

Prior experience in a managerial or supervisory role will be advantageous.

Top-notch oral, written, and interpersonal abilities.

Well-developed arbitration skills with the ability to remain impartial.

Job Information

Vertical Name

Platform Support

Location

Toronto

Work Experience

8+ years

Industry

IT Services

City

Toronto

State/Province

Ontario

Country

Canada

Zip/Postal Code

M4C