Team Lead, Client Support - Remote Eligible

Client Advocate

Note: While we welcome applicants from across Canada, preference will be given to candidates located in Mountain or Pacific Time Zones.

I really enjoy working at Absorb. For me, the people you work with and the atmosphere within a team are paramount to working well and enjoy it. Our team (and the whole company) is very collaborative, open and supportive. Even working remotely from home, there is a sense that we are working together, always cooperating through the chat; and help, if needed, is never far away. On top of that, the management style is nurturing, fostering a healthy and happy work environment, and bringing everyone to success as a team and as individuals. ~ Barbara Fortune, Client Advocate

We are looking for a results-focused leader to join our team with a passion for innovation and people development, helping improve our ability to deliver positive outcomes and personalized experiences for our team members and our customers.

The role involves taking responsibility for our Support team to implement best practice across the end-to-end lifecycle of resolving the issues raised by customers. It is an exciting opportunity to work within a fast-paced environment where you will have touch points with Customer Success and our internal product and engineering teams to drive client retention and satisfaction. Working closely with our Manager and Director of Client Advocacy, you will play a key role in transforming how we support our customers, you will be the voice of the customer for our internal teams, presenting key metrics and trends to a wide variety of stakeholders.

You will be responsible for ensuring our Early Response teams are meeting First Response Times (FRT), resolving tickets promptly, and minimizing ticket touch points to better support Absorb's Net Promoter Scores (NPS).

What you'll do:

• Supporting team members by reviewing and updating current processes, procedures, and end to end ticket resolution flows from the customer to internal teams and back to achieve efficient and effective support.
• Use and evaluate performance data to create action plans to improve organizational or individual performance driving customer satisfaction, employee development, operational efficiency, and service quality.
• Supervise a high-performing team, providing training, coaching, mentorship, and professional development.
• Recruit, hire and nurture a diverse and talented team.
• Act as an escalation point working with our Product Development and SRE team to ensure that the incident and problem management processes are fit for purpose and to prioritize bugs, manage and resolve customer issues and escalations.
• Perform Ticket Topic evaluation and mitigation.
• Drive initiatives/activities and align them with Client Success and Absorb Software's business goals.
• Serve as the first escalation point for client and team issues.

What you'll bring:

• A minimum of 2-5 years' experience in leading teams in software and application support.
• Strong communication and interpersonal skills with an ability to articulate complex technical information clearly.
• High degree of reliability, commitment, tenacity, teamwork and creative energy to achieve success.
• A strong understanding of end-to-end technology delivery in an agile environment.
• Candidates must be able to demonstrate evidence of transforming service desk and service delivery teams by implementing improvements across tooling, process and best practice.
• Experience in a rapidly scaling or high growth-team environment.
• Expert or experienced with Zendesk, Jira and Confluence.
• Ability to work in MST / PST time zone. Preference will be given to candidates located in Mountain or Pacific Time Zones.

Technologies we use:

• Absorb LMS, Zendesk, Jira, Confluence, MS Office Suite

Are you ready to become an Absorber?

What we offer:

• Fully remote-first work with flexible work arrangements
• Comprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, comprehensive medical and dental benefits based on your country of location
• New Hire Equipment Allowance and monthly Flex Allowance to support your success
• Endless opportunity for career growth and internal mobility
• Employee driven DE&I programs

Who are we?

Absorb Software is a remote-first company that provides online training solutions to leading organizations around the world. Absorb is a cloud-based learning management system (LMS) engineered to inspire learning and fuel business productivity. Our online learning platform combines forward-thinking technology built to scale as our customer's organizations grow. We empower learners to enrich their lives, workplaces and communities.

Our values are simple:

• We achieve exceptional results by genuinely caring about each other and the work we do
• We're united, and we grow through our commitment to elevating continual learning!

We are proud to be an equal opportunity employer, we celebrate diversity and are committed to creating a safe and inclusive environment for all our people. All employment decisions are based on business needs, job requirements and individual qualifications. In the event a current Absorb employee would like to apply for this role they will inform their supervisor prior to submitting their application. Successful candidates for this position will be subject to pre-employment background screening, including a criminal record check and must be able to show proof of legal eligibility to work in the country they have applied to without sponsorship.

Should you require any accommodation during the recruitment process, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, please contact us at accessiblecareers@absorblms.com