Montreal Tech Watch

Company: iWeb

Position: Director of Customer Service Experience

Responsibilites and Tasks:

• Analysis and focus on automation.
• Overseeing the whole customer experience.
• Customer documentation (FAQs)
• Measure and manage to key performance indicators.
• Undertake issue management and act as final escalation point.
• Drive continuous improvements to departmental processes
• Establish the training programs with the Customer Care Managers
• Improve and communicate escalation procedures
• Develop and evangelize iWeb’s pillars of customer service
• Analyze and recommend online customer experience enhancements.
• Ensure that procedures are enforced and respected
• Detect anomalies

Required Knowledge:

• 5+ Years of Customer Service Management Experience.
• 5+ Years people management experience.
• French & English speaker. Spanish an asset.
• University Level Education.
• Technology background.
• Proven background driving operational support and improvement.
• Ability to manage multiple projects, shifting priorities and tight deadlines.
• Ability to deal with a fast paced environment in a rapidly expanding business.
• Detail oriented and organized.
• Excellent communication abilities, written, verbal.

The ideal candidate has both a customer service and technical background. Strong online services knowledge. Experience with operations, marketing, customer support, programming and others will be considered.

Additional info:

Here’s your chance to improve the global web hosting experience for Dedicated Servers, Shared Hosting and Colocation services at iWeb. As the Director of Customer Experience, you will be responsible of building, optimizing and enhancing customer support, online processes and contact policies impacting the end user experience.

With a constant focus on task automation and on empowering the end user in order to lower the customer support load you will continuously work on easing the life of the customer and offering a unique web hosting experience. Using your customer service management knowledge you will establish and evangelize iWeb’s pillars of Customer Service, develop the training program and assist the Call Center Manager and his team of 15+ support assistants and the Sysadmin Support Manager and his team of 10+ system administrators in implementing it.

You will ensure that all aspects of the customer support provided by telephone, email and live chat is optimal. You will also collaborate with the Development and Automation, Sales, and Customer Management teams in establishing the right procedures and automated processes.

This role is an ideal challenge for an experienced, energetic manager who would like the challenge of growing the operations group in a fast paced environment and sees outstanding service and customer experience management as a key part of any successful company.

Contact :

To apply for this position, email leclair@iweb.com

iWeb Technologies Inc.
20 Place du Commerce
Île des Soeurs, Québec
514-286-4242

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