Pivotree Hiring for Team Lead, Global Customer Support at Toronto, ON Full Time

Introduction: Our goal at Pivotree is to help accelerate the future of frictionless commerce. We will help lead this change over the next decade because we believe a future where technology is embedded intimately into all aspects of our everyday lives can benefit everyone and will shape the interactions with the brands we love. We will help shape the future of frictionless commerce by working together with some of the best brands in the world and some of the best people in the industry to leverage converging technologies that will make it possible to accelerate frictionless commerce faster than ever. Pivotree provides services focused on the design, implementation, management, and maintenance of complex ecommerce solutions for large enterprises.

We provide the technical skills necessary to enable the effective use of technologies combined with the business context to leverage a solution to solve our clients’ business challenges. We strive to fill the gaps in available technology with our own IP to reduce the barriers to adoption. We enable inclusive, immersive and highly personalized experiences for our clients and their customers. We build our products with a view to productizing and scaling technology to lower the costs and reduce the risks of implementing and managing our integrated solutions.

Each of our solutions starts with reliable and reputable e-commerce and MDM platforms, which run on enterprise grade infrastructure that are customized to meet a variety of client needs, situations, and budgets. Over the next 10 years we will add new categories and capabilities that will define frictionless commerce ecosystems. This is a journey of technology acceleration combined with consumer readiness and adoption. We are looking for people capable of adapting relentlessly to the rapidly evolving world around us.

Position Summary: You will support our customer service delivery through managing ticket workflow, escalation, Priority 1 ticket, Major and Single Client Incident management process, and continuous improvement initiatives. Working with other dedicated individuals, you will support both cloud based and data center based customers. You will help customers with everything from answering general questions to responding to incidents related to our supported applications and infrastructure and everything in between. Through our continuous improvement initiative, you will help develop and create runbooks, standard operational procedures, and knowledge transfer programs to help and improve the team’s first contact resolution targets.

Our Global Customer Support team is passionate about helping people and empowered to assist clients in any way they can. We foster a strong sense of team and cooperation, building on each other’s strengths and filling in with different areas of expertise. We promote a “client first” mentality which helps us provide an excellent experience for clients that differentiates us from other managed services companies. We are adamant about setting proper client expectations; then meeting or exceeding those expectations at every opportunity.

This role is open to anywhere remote in Canada and India. Roles & Responsibilities: • Monitor and track the ticket workflow, which includes ensuring that all processes are followed, P1 tickets are addressed with their required urgency, Escalations are followed up, ticket management is handled as effectively and efficiently as possible • Monitor and maintain the team’s ticket queue to ensure tickets are addressed with the appropriate urgency needed • Implement the overall strategic direction from the management team • Ensure integrity and stability of the ticket workflow across the team, ensure all Service Level Agreements and Service Level Offering are adhered • Drive ITSM (IT Service Management) operational processes and initiatives to improve the stability and efficiency of all customer systems and services • Review the GCS Analyst and Engineer team functions and evaluate for continuous improvement opportunities towards service delivery and ticket management • Be a central contact for issues related to Analysts and Engineers Team across levels • Be a mentor to junior members of the team (cross functional) • Provide consultation services for team members as requested (cross functional) • Make decisions on day-to-day actions of the team • Delegate responsibilities as necessary and partner with team members to achieve a common goal. • Work with team members to ensure the workload is in balance with other deliverables, as well as balancing personal development and meeting commitments. • Be an Incident Manager during shifts based on the requirements and processes.

• Available to provide 24/7 on call support, which will rotate with other team leads • Manage the overall ticket flow and queue to ensure tickets are moving forward towards resolution • Maintain and improve First Contact Resolution (FCR) targets • Communicate with team members about their performance • Monitor team performance and report on metrics • Discover training needs and provide coaching • Listen to team members’ feedback and resolve any issues or conflicts • Ensure company goals and objectives are being met by each team member and provide constructive feedback • Address and report customer concerns in reference to products and services • Provides informal feedback on an ongoing basis and formal feedback in the annual performance review process to identify and develop talent. • Help management implement business initiatives including prompt corrective action plans for locations with below threshold performance • Ensure accurate information and training on new IT technologies and service Runbooks are provided to the team • Follow-up and update customer status and information • Identify and suggest possible improvements on procedures and documentation • Collaborate with other teams to keep client documentation current and accurate Key Skills and Competencies: • Proven experience in a customer support role • 3+ years of experience as a Team Leader or similar role • 3+ of Linux administration experience – Certification nice to have • 3+ of Windows administration experience – Certification nice to have • 2+ of Cloud (AWS, Azure) administration experience – Certification nice to have • 2+ of Network administration experience • Ability to diagnose and resolve technical issues • ITIL Fundamental certificate is a bonus • Strong understanding of business goals and standards for customer service • Ability to effectively organize and manage multiple company initiatives and encourage coworkers to do the same • Excellent communication skills • Customer-oriented and cool-tempered • BSc/BA in IT, Computer Science or relevant field Desired Skills: • A professionally adaptable attitude • Critical thinker and problem-solving skills • Time-management skills • Ability to self direct and take initiative and lead on incidents • A positive, people-oriented and energetic attitude • An analytical, creative, and innovative approaches to solving problems • An interest in working hard/being challenged in a fast-paced environment, and have fun while doing it • Ability to work well with others, collaborate, and work across matrixed teams • Willingness to take charge of situations or issues and drive them to conclusion Pivotree is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible workplace.