Responsable Service Client / Manager Customer Service F/H

For over 25 years Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving surveillance eDiscovery and analytics solutions. We securely capture and preserve the communications data of the worlds most highly regulated firms giving them greater visibility and control over their information and ensuring compliance with stringent regulations.
Global Relay is a career-building company. We believe great businesses thrive on diversity inclusion and the contributions of all employees. We are seeking a highly motivated client-focused individual to join the Global Relay Client Services team.
As part of Client Services Team the Manager Client Services will lead Global Relay customer-facing teams in a 24/7 environment. The Manager will build strong relationships with peers to execute departmental strategies.
You possess a solid technical background and demonstrate the experience needed to guide complex issue resolution implement best practices and maintain high client satisfaction.
Leads a team that is responsible for providing a high level of technical support and customer satisfaction.
Conducts weekly 1:1s prepares performance assessments; mentors and guides the professional and technical development of your team members.
Monitors and analyze support metrics customer feedback and system performance to drive continuous improvement.
Manages staffing plans and work scheduling.
Facilitates open communication between Technical Support and other departments within Global Relay.
Collaborates with development and product teams to address software issues bug fixes and feature enhancements.
Provides training and mentoring to support staff to ensure continuous skills development and high team performance.
Stays updated on industry trends emerging technologies and best practices to improve support operations.
Manages and resolves escalations related to the support process direct reports or product.
Oversees documentation of support processes FAQs and knowledge base articles to enhance self-service capabilities.
Provide world-class customer experience in all parts of work.
Acts as a goal-oriented self-starter who can work independently and reliably with minimal supervision.
Exhibits broad knowledge of the challenges and benefits of supporting a SaaS environment.
Has strong ability to react and effectively remove roadblocks affecting team efficiency.
Understands and able to communicate at all levels the impact to business and customers from Service Incidents.
Leads technical recovery to mitigate and restore service minimizing impact to customers for major incidents while considering all aspects of Incident Management.
Ensures new products services and features are fully supportable and meet Support Services non-functional requirements.
Manages direct reports with different levels of technical knowledge and experience skillsets and expertise and technical areas of focus.
Exemplifies strong written and verbal communication skills to manage both client and peer internal organization interactions.
Successful candidates will exhibit strong communication and people management skills and will act as a personable relationship builder that demonstrates effective leadership through change. The successful candidate has a strong track record as a servant leader with a strong focus on clearing roadblocks and enabling their teams to best support customers. You will have demonstrated leadership experience in a customer or end user SaaS Support environment and possess strong technical problem-solving abilities with a customer service orientation.

• Post-secondary education (minimum of an undergraduate degree is preferred).
• 10 years SaaS support experience in a client-facing role.
• At least 5 years of progressive leadership experience within a support organization.
• Exceptional communication and collaboration skills enabling you to effectively build relationships with technical and non-technical stakeholders.
• Adaptability to work with multiple teams on projects with varying degrees of flexibility/rigidity.

Global Relay Client Services is a 24x7 team using a follow-the-sun model.
Managers may be required to work outside of business hours including weekends and statutory holidays.
This is a fully in-office role with flexibility as required
We aim to foster an inspiring work environment and support employees work-life rhythms. We provide a comprehensive extended health benefits program including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days which increase based on tenure. Paid sick days maternity/parental enhancement program bonus and an RRSP contribution matching program.
For Vancouver-based employees we provide a subsidized meal program courtesy of our talented in-house culinary team!

100000$130000 CAD

Youll receive the mentoring coaching and support you need to reach your career goals. Global Relay is an equal-opportunity employer committed to diversity equity and inclusion.
We seek to ensure reasonable adjustments accommodations and personal time are tailored to meet the unique needs of every individual.
To learn more about our business culture and community involvement visit .