Knak is a mission-driven company
Why? Because our time is limited, our competition is fierce, and our margin for error is small. For us to have the greatest impact on the world, we need to be laser focused on our core mission, which is...
Empowering people to be creative.
That’s why Knak exists.
We are a world-class enterprise email and landing page creation platform with a focus on making successful and happy customers by providing them with an incredibly powerful, yet easy to use creation platform.
Our industry leading SaaS solution is built by Marketers, for Marketers. We know that it’s the small things that make the biggest impact and that emails and landing pages are where the rubber hits the road when it comes to Marketing Automation. We change the way Marketers work by making them more efficient, while improving conversion rate of their campaigns and helping them stay on brand.
Oh, and we have a bit of fun while doing it, too!
The Role:
Are you passionate about delivering exceptional customer experiences? We’re looking for a Customer Support Manager to lead our dedicated support team. In this role, you’ll be the driving force behind our commitment to helping customers overcome challenges and maximize their success. We are looking for a player/coach who will both inspire the team and lead by example, through rolling up their sleeves and taking on support tickets.
What You’ll Do:
- Team Leadership: Manage and motivate a team of customer support professionals, fostering a culture of excellence and collaboration.
- Support Operations: Oversee daily support activities to ensure timely and effective resolutions across various channels—phone, email, and chat.
- Performance Management: Set and track key performance indicators (KPIs) like response times and customer satisfaction scores (CSAT) to maintain high service standards.
- Process Improvement: Identify opportunities to streamline processes and implement best practices that enhance efficiency and service quality.
- Training and Development: Create and deliver training programs that equip your team with the skills and knowledge needed to excel in their roles.
- Customer Engagement: Actively engage with customers to gather feedback, turning insights into actionable improvements for the support experience.
- Cross-Functional Collaboration: Work closely with Product, Sales, and Marketing teams to ensure alignment and address customer needs effectively.
- Reporting and Analysis: Analyze support metrics and trends, providing regular updates to senior leadership with recommendations for improvements.
- Escalation Management: Handle escalated customer issues with professionalism, ensuring timely resolution and maintaining strong relationships.
- Culture Building: Foster a positive and supportive team environment where collaboration and recognition are key.
What You’ll Bring:
- Experience: 5+ years in customer support or service roles, with at least 2 years in a leadership position.
- Leadership Skills: Proven ability to lead and inspire a team while focusing on delivering exceptional customer experiences.
- Customer-Centric Mindset: A genuine passion for helping customers and ensuring their satisfaction.
- Analytical Skills: Strong ability to analyze data and metrics to drive continuous improvement.
- Process Orientation: Experience in developing and implementing support processes that enhance operational efficiency.
- Effective Communication: Excellent verbal and written communication skills to connect with customers and team members.
- Tech-Savvy: Familiarity with customer support software (e.g., Zendesk, Salesforce) and a willingness to learn new tools.
- Problem-Solving Abilities: A proactive approach to identifying and resolving issues.
Nice to Haves:
- Experience in a SaaS or technology-focused environment.
- Background in project management or process improvement methodologies.
- Knowledge of customer support best practices and industry trends.
What We Offer
At Knak we have four foundational pillars. Culture, customers, product and growth. Culture is our number one pillar because we know that is at the core of building a strong company that can build amazing products and delight our customers. We do this with a laser focus on hiring the right people who are smart, positive and who want more than the typical nine-to-five offers.
We offer an extremely rewarding, second to none work environment as acknowledged by Ottawa’s Best Places to Work 2024! We show our investment in our people through our competitive salaries, equity in the company, great benefits, paid vacation, Life leave days (because life happens), team lunches and off-sites, and most importantly our commitment to YOUR career growth.
If this sounds like something you’re looking for, then we’d love to hear from you!
If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that women and underrepresented groups often only apply when they feel 100% qualified. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply. Knak believes in creating an inclusive, barrier-free working environment. If you require ANY accommodation to the interview process please contact culture@knak.com.
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