About ZOLEO:

ZOLEO® is an industry-leading provider of global safety and messaging services that’s changing how consumers stay connected when traveling beyond mobile coverage.  Designed for outdoor enthusiasts, organizations that work in remote areas, and people who live on the fringe or outside of wireless coverage, ZOLEO is the first consumer-focused solution that enables messaging and SOS emergency response services that works seamlessly across cellular, wifi, and satellite networks, and is now available for sale in selected countries in North America, APAC and Europe.

ZOLEO Inc. is a joint venture between two leaders in the mobile satellite space – Roadpost Inc. of Toronto, Canada and Beam Communications of Melbourne, Australia. We launched our flagship product (www.zoleo.com) in early 2020 and have met with early and rapid success, with a fast-growing subscriber base.  The ZOLEO product has built a reputation as an easy-to-use messaging and safety tool for people who travel into remote areas for recreation or business use.

Summary:  

The Manager, Customer Experience is responsible for day-to-day operations and management of ZOLEO’s global customer experience team, providing a consistently high level of service for ZOLEO customers. They have a strong aptitude and understanding of contact center metrics and KPI’s and use that information to drive change while working with their Team Lead’s and Customer Experience Associates, the Manager sets the tone, provides leadership, coaching, training, and support in order to meet key performance targets for customer satisfaction and retention, while at the same time maximizing operational efficiency and long-term scalability within the team.  

This role is based in Toronto and reports to the Vice President of Operations. The role will be responsible for managing a virtual (remote), distributed Customer Experience team and Team Leads located across ZOLEO’s various global territories (North America, Asia Pacific, Europe/UK, and any future territories).  This is a hybrid role requiring 2-3 days in office on a weekly basis. 

Key Responsibilities: 

• Oversee the management of all inbound customer care communication channels including phone, email, live chat, community or social media posts, and after-hours support ensuring optimal service and response times.  
• Through regular auditing, continuously improve upon the customer experience by ensuring highest quality standards with agent response. Identify and address opportunities with agent knowledge, training, workflows, communication skills and “call flow engineering” to continuously elevate standards and ticket QA scores. 
• Continuously build upon achievable customer satisfaction goals (CSAT). 
• Working with the Team Leads, optimize agent and team productivity through effective scheduling, workload balancing and productivity metrics and objectives.  
• Regularly review, categorize, analyze, and improve upon key performance indicators (KPIs) including (among other metrics) call drivers by issue type, AHT, SLA’s, “one-touch” ticket handling efficiency, % of base calling. 
• Responsible for skills development, training, resource forecasting and succession planning ensuring continuing depth of knowledge within roles, functions, and coverage.  
• Effectively manage, coach, and develop a team of (technical and non-technical) customer experience team members.  
• Support the development and implementation of best practices relating to process, workflow and queue design. 
• Develop and manage a structured skills-based Tier 1 and Tier 2 support system that allows CSRs to quickly learn and become proficient with low complexity / high volume tasks while gradually being able to scale.
• Working with the Team Leads, implements individual personal growth plans for all team members. 
• Act as an escalation point of contact, managing customer complaints through to an appropriate resolution. 
• Develop a strong working knowledge of all related systems, processes, products, services, and changes in technology.  
• Establish and maintain effective working relationships with a wide variety of individuals, suppliers & stakeholders. 

Qualifications & Skills:  

• At least 3-5 years experience in a contact center Manager capacity managing a small team of Tier 1 and Tier 2 customer service representatives, preferably with a telecom or networking solutions company.  
• Knowledgeable with key customer service-related metrics and KPI’s. Utilizes the data to drive continuous improvement.   
• Highly adaptable and agile, able to quickly pivot in an environment of shifting priorities.  
• Skillful leader, acts as a catalyst for change and continuous improvement.  
• Excellent leadership, interpersonal and communication skills. Fosters teamwork, drives collaboration, peer support and a culture of skills development continuous improvement. 
• Adept at anticipating and planning for busy periods, future needs, considers alternate solutions.  
• Proven time management and organizational skills, able to multitask and manage priorities.  
• Skilled critical thinker, can easily troubleshoot and drive problem solving and prioritization.  
• Proficiency with Zendesk, including ability to manage and update system queues, metrics, etc. 
• Understanding of wireless (voice and data) technology as well as remote messaging technology.  

Highly Desirable: 

• Experience managing call centers across multiple time zones on a 24x7 basis 
• Multiple languages, verbal and written, especially English (as a primary language), French, German, Spanish 
• Technical aptitude, working knowledge of technology products, systems (satellite/telecom experience a bonus!) 
• Experience working with enterprise/corporate accounts 
• A post-secondary business, technical, or engineering degree or equivalent experience  
• French verbal and written communication skills

What we Offer:  

• Competitive Salary  
• Personal/Corporate Bonus  
• 3 weeks’ vacation  
• Health & Dental Benefits  
• Hybrid Work (2-3 times /week in office)