Manager, Customer Experience - OpenSRS
Tucows Inc
St. Catharines, Canada
2d ago


Manage a team of 10-14 Customer Service Representatives, responsible for dealing with a variety of domain-related reseller issues.

The Customer Service Manager develops standards for Tucows technical and customer support, provides technical guidance to the staff, liaises with internal technical and business management personnel to resolve customer issues and escalates to Senior Management and / or other departments accordingly.

Able to act as an escalation point for support staff when appropriate. This includes not only resolving issues but also acting as the reseller advocate, ensuring that the customer has the right product / service to meet their needs and requirements.

Accountable for providing leadership and direction in the planning, implementation, administration of quality measurement and evaluation of vendor performance for contracted services to ensure the optimization of resource use and the continual improvement of services from a client perspective.

Responsible for alerting appropriate personnel of recurring problems and / or quality deficiencies.

Key position responsibilities / objectives :

  • Call Centre personnel management including interviewing, hiring, training, scheduling, performance evaluations, mentoring and coaching of staff, disciplinary actions and terminations.
  • Create and foster a positive, motivating work environment where staff members are provided with the necessary support and resources to develop.
  • Develop and foster improved workflow strategies to enhance productivity, efficiency, cost-effectiveness, and reliability of the current system and achieve customer satisfaction results;
  • support and implement new and existing operational standards to ensure service mandates are met.

  • Manage and resolve escalated calls from Senior Customer Advisors. Improve the customers' experience by understanding and focusing on what is important, measuring how we are doing and driving the necessary actions to improve services provided.
  • Recommend solutions where appropriate, to better meet customer needs.

  • Overseeing team performance, both individually and in conjunction with the other members of the management and senior team, including monitoring calls taken by call center staff as well as ticket, email and chat transaction review.
  • Complete and submit activity reports, customer support stats, and project(s) status on a regular basis
  • Ongoing review and revisions of training materials for all Call Centre activities. Conduct feedback sessions with Customer Service staff and consistently coach / develop employees with timely and constructive feedback.
  • Acts as interface with third party suppliers (these may be internal or external contacts).
  • Maintain the team's alignment with the company’s strategy and goals.
  • K nowledge, skills & abilities

  • 3+ years call center experience, in a management / leadership role.
  • 2+ years in a domain name management, web hosting, web development role will be an asset.
  • Proven ability to train / coach highly technical support staff and team leads.
  • Exceptional customer service skills.
  • Ability to adapt to a constantly changing environment with potentially conflicting priorities.
  • Ability to take initiative and ownership; self-directed.
  • Able to think outside the box and evaluate issues from a non-linear perspective.
  • Able to solve complex problems rapidly and effectively.
  • Education

  • Post-secondary Degree or equivalent (education and experience).
  • 2-3 years work experience in a similar organization.
  • Interpersonal skills

  • Excellent comprehension of written technical material & overall excellent verbal and written communication skills.
  • Must be highly adaptable and able to learn new applications quickly.
  • Attention to detail required must be methodical and thorough in problem-solving.
  • Must be able to own issues from inception to completion, ensuring that customers are always informed of progress and escalating internally or externally to expedite a resolution.
  • Strong wholesale customer service orientation including face to face interactions and sales or support over the phone and in person.
  • Able to maintain a calm, professional approach when dealing with difficult customers.
  • Special requirements :

    Candidates must be capable of overseeing a 24x7 workforce and willing to work during the evening and / or overnights.

    Very light travel (5-10 days per year)

    Tucows is committed to maintaining a diverse work environment and is an equal opportunity employer. If you have any accessibility requirements or concerns regarding the hiring process, please notify us so we can provide suitable accommodation.

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