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Customer Services & Support
GeoComply Hiring for Manager, Customer Support – Toronto at Toronto, ON Full Time
A little bit about GeoComply
At GeoComply, our mission is to empower the future of digital trust. We operate at the center of a new generation of cybersecurity companies, leveraging today’s geolocation data to make better risk-based decisions. Working as a critical piece of the security infrastructure for some of the world’s largest tech companies like DraftKings, FanDuel, the BBC, and Akamai, we are the global market leader for compliance-grade geolocation data and a critical piece of the decision engine. We have big plans for the next few years, including a targeted US IPO and various M&A opportunities.
At the heart of it all is people – we are deeply committed to creating and sustaining a world-class experience for our employees, customers, and partners.
Are you an experienced customer support leader looking for the opportunity to take an active role in applying your knowledge and expertise to ensure best-in-class support in a market-leading enterprise?
The Manager, Customer Support is accountable for performance and the analytics of the support for our customers and end-users across GeoComply to ensure our market leadership in the growing area of location security. The Customer support team’s output will form an important pillar for the growth of our business, directly supporting our goal of holding onto our market share while improving our product suite. The team core for internal insights and product improvements along with building up careers within the organization.
What you will be doing
- Mentor, and lead a growing customer support team that provides technical troubleshooting to GeoComply’s growing customer base.
- Manage team performance, while coaching the team to execute their development plans in order to prepare team members for larger roles within GeoComply.
- Ensure your support team adheres to all Service Level Agreements (SLA’s) with customers and prioritizes contacts based on their agreements.
- Ensure the operational effectiveness of the support team while working with customers across multiple time zones.
- Identify customer pain points and communicate needs with appropriate internal teams within the company.
- Serve as a point of escalation for any customer support issues your team may encounter.
- Coordinate implementation and communication of solutions to customers in a timely fashion.
- Implement scaling processes: reporting, automation, and relevant integrations as required by a growing customer base.
- Hiring, Scheduling, and vacation planning for your team.
- Proactively perform thorough analysis and review of operator production data and tickets received to identify possible improvements that need analysis/attention and the drawing up of appropriate business cases and collaboration with product teams for the development and release of fixes/new products.
- Prepare Senior Management Analysis on the tickets and customer issues and opportunities, next steps, and progress.
- Develop and maintain a thorough understanding of the company’s products, processes, and technologies to ensure the team has the capacity and skills to support our clients.
- Ensure Documentation auditing is completed for internal and external support uses.
Strategic Responsibilities
- Support, advise, and contribute to the product roadmap for the GeoComply suite and work collaboratively across the senior leadership team to ensure correct prioritization and execution against direction and roadmap.
- Assume responsibility for the team’s quality output, ensuring the highest technical and compliance standards by implementing processes and procedures that are efficient, high quality, and compliant.
- Be a champion of quality data, data visualization, and data-informed decisions. Balance risk with value delivery, and empower your team to make these calls internally.
About you
- Minimum 3 years experience in leading customer support or technical support teams at a company that sells B2B software.
- Demonstrated track record of leading high-performing teams and developing talent for the organization.
- Exceptional leadership, communication, problem-solving, and organizational skills, with a passion to bridge the gap between customer and product and support needs.
- Culturally sensitive, and empathetic, with excellent interpersonal skills; proven ability to adapt communication style based on audience, and in developing genuine and authentic relationships with people from diverse backgrounds and experiences.
- Be deeply analytical and solutions-focused, you will have led support teams in the past.
- Someone who thrives in the fast-paced world of technical support.
- Availability for travel across National and International territories.
Bonus points if you
- Have experience in regulated gaming, FinTech market, or security markets.
- Have experience working in mature technology organizations, with an active role in developing and deploying best-in-class support processes.
- ITLS Foundations 4, Six sigma yellow belt, Business Analyst experience, or other certifications in business completed or in the progress of completion.
- Have experience using G-Suite, Zendesk or Servicenow, Klaus, Slack, Kibana/Elastic, and Atlassian tools (Jira, Confluence, and OpsGenie).
Let us share why we think you’d love working with us.
We have a track record of success and a vision and a plan for a promising future. GeoComply has close to 100% market share for player location regulatory compliance in the US gaming space. And we have fuelled that momentum with the expansion into new markets – media & entertainment and fintech.
We are proud of our values and we live them in all of our actions, conversations, and work: There’s always a way; Together we can do more; Aim higher. Then higher; Act with integrity; For the greater good.
We are proud to be part of a global team that develops award-winning solutions for some of the world’s largest and most innovative companies.
We will support you on your learning journey. We invest in employee career growth and development. Our learning & development commitment includes leadership and technical development, a substantial budget for education and training, as well as dedicated work hours for self-study.
We care about our team. Our GeoComply team is talented, has a bias for action, and is known for its positive attitude and energy. Team members are generously rewarded with competitive salaries, incentives, and a comprehensive benefits package.
We care about giving back to the communities in which we live and work. GeoComply supports a broad range of community initiatives through donations and employee volunteer activities.
We know that work can be fun. We take the time to create employee events and experiences where everyone can connect and celebrate.
Now What? Send us your resume and a cover letter. We Can’t Wait To Meet You.
At GeoComply, we live our value of Act with Integrity. Our workplace is built on mutual respect and inclusion. We know that diversity of experience and thought has led to connection, innovation, and our company’s success. We welcome applicants of all backgrounds, experiences, beliefs, and identities.
We care about your privacy and want you to be informed about your rights. Please read our Applicant Privacy Notice before applying for the position