Manager, Product Support
Jobber
Job Overview
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Job Description
Overview
Does your definition of success mean empowering others? Then Jobber might be the place for you! Jobber, a leading software company recognized as the #2 fastest growing in Canada, is seeking a Manager, Product Support to join our Customer Success department. Our mission is to help small businesses succeed by streamlining quoting, scheduling, invoicing, and collections.
About the Role
Reporting to the Senior Manager of Product Support, you will lead a growing team of 6-9 individuals. You will drive performance through one-on-ones, real-time coaching, career planning, and innovative programs. The role demands a strong customer focus, the ability to enhance both qualitative and quantitative service metrics, and effective collaboration with cross-departmental teams including Sales, Product, and Marketing.
Your Responsibilities
- Manage and mentor a team of product support professionals.
- Drive process improvements and optimize support workflows.
- Collaborate with multiple departments for cohesive execution.
- Utilize communication skills to resolve support challenges.
- Recruit, onboard, and provide continuous training for new hires.
Requirements
- Previous experience in a high volume customer support role.
- Strong leadership skills in managing a support team in call centre environments.
- Expertise in tools such as Service Cloud, Zendesk, Intercom, or Excel.
- Excellent communication and strategic planning abilities.
- A passion for customer success and continuous improvement.
Work Arrangement & Location
This position offers flexibility; candidates can work from our Edmonton, Toronto, Vancouver, or Kitchener-Waterloo hubs or remotely within Canada. Note that shifts are fixed by location.
Compensation & Benefits
Competitive salary starting around the midpoint of $103,300 with a range from $87,700 to $118,800. The total compensation package includes equity rewards, extended health benefits, retirement savings matching, and professional growth opportunities.
Key Skills/Competency
- Leadership
- Customer Support
- Coaching
- Communication
- Process Improvement
- Team Management
- Data Analysis
- Collaboration
- Recruitment
- Strategic Planning
How to Get Hired at Jobber
- Research Jobber's culture: Explore mission, values, and employee testimonials.
- Customize your resume: Highlight customer support and leadership skills.
- Emphasize agile experience: Showcase fast-paced environment adaptability.
- Prepare for metrics discussion: Understand performance management and success KPIs.
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