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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer support teams, particularly in BPO environments, while effectively managing ticketing systems, playbooks, and metrics to enhance service delivery. Capable of training and developing team members to provide exceptional support to customers in a fast-paced, mission-driven setting.
Highest-signal resume keywords
BPO Team LeadershipCustomer Support ImprovementTicketing System SetupPlaybook DevelopmentTeam Training and Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Ticketing System ManagementMetrics DevelopmentPlaybook CreationCustomer Issue IdentificationSupport Pattern Analysis
Soft Skills
Calm CommunicationEmpathy for CustomersTeam Member CareTeaching and MentoringAdaptability in Fast-Paced Environments
Industry Keywords
Customer SupportBPORemote Team ManagementCustomer SuccessSupport Metrics
About the role
Key responsibilities & impact- Own customer support for Pontosense and Silvie
- Lead the BPO support team
- Own every incoming ticket from first contact through resolution
- Improve response and resolution times
- Build playbooks, tooling and metrics to scale support
- Feed customer-support patterns to product and engineering
- Support families at home and care organizations
- Stabilize, train and develop the BPO team
- Identify the top customer issues for the product team
- Work directly with the Head of Customer Success, product and engineering
Requirements
What you’ll need- Experience leading a support team, ideally a BPO or remote team
- Experience improving a support team
- Experience setting up tickets, queues, playbooks and metrics from little or nothing
- Ability to stay calm and clear with worried customers
- Ability to teach others to support worried customers effectively
- Care for team members and customers
- Willingness to work in a fast-paced, mission-driven environment
Benefits
Comp & perks- A sensor for your parents, on us
- Opportunity for equity
- Impact decides your pay and your path, not tenure
- Hybrid in Toronto or Waterloo, remote if that's where you do your best work
- Health, dental and vision
- Direct access to the leadership team
- In-person final interview with the CEO and team members