Hush Communications Canada Inc. Hiring for Team Lead – Customer Care/Support (SaaS, Remote)) at Fredericton, NB Full Time

Hushmail is looking for an experienced, friendly and organized individual to join our Customer Care department as Team Lead. This is not an entry-level position. If you have not worked in a similar leadership role in a Software as a Service company, your resume will not be considered.

About the position

At Hushmail, we’re incredibly passionate about relationship building and customer service. As Team Lead of Customer Care, you will work closely with the Customer Care Manager to ensure front line team members are well supported and are providing the best service possible to our customers. You will spend 25% of your time answering tickets from customers to keep you in the loop. You will track and report on relevant KPI’s, refine the QA process and ensure standards are met. Using your existing and proven experience as a leader, you will mentor and guide team members to resolutions using best practice. You will communicate directly with customers through escalations. Your feedback and experience will be welcomed in assisting the Customer Care Manager in their overarching plan for the department.

We welcome remote applicants within Canada, or if you are local to Vancouver, hybrid remote/office options are available.

What we are looking for

At least 1 year of experience leading a team where the company provides software as a service

At least 2 years experience working the front line of a tech based software as a service company

Experience managing remote or hybrid teams

Experience in QA

Strong computer and web based problem solving skills

Excellent soft skills

Experience with help desk ticketing systems and CRM’s (HelpScout, Zendesk, Salesforce, Hubspot, etc…)

Fluency in Windows or Mac environments, and the ability to learn new systems and apps on the go

Experience with statistics and metrics gathering and reporting

Great verbal and written communication skills

Outstanding organizational skills and meticulous attention to detail

Excellent critical thinking skills

Why join us?

Become part of a growing company that still has a small company feel

Opportunities for career progression

Friendly team work environment

We offer a competitive salary

3 weeks annual vacation

Comprehensive benefits package (medical + dental)

Annual bonus

Remote/Hybrid work options

Office donuts!:p

About Hushmail

Hushmail has been providing high-security email services since 1998 and recently launched an online form builder supporting electronic signatures. We serve thousands of customers in a variety of professional fields. Our fastest growing market segment is healthcare, and we are currently deeply involved with understanding and serving customers in that area.

Hushmail is a well-established and profitable company with a strong team and a supportive environment. The company is small, so everyone has the chance to make a big impact. We notice and reward high performance. Hushmail is headquartered in beautiful downtown Vancouver, B.C., and many on our team frequently work from home. Our office culture is disciplined, relaxed, and quiet. We have occasional optional social activities and are very family-friendly.

Interested? Great! Send us your resume using the link on this page.