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Support Director At B.Yond

Location: Montréal, Quebec

Job Description

Job Description

You will develop and manage a world-class 24x7 global frontline support organization, reporting to the Chief Product Officer.

You are a hands-on leader with experience in implementing best in class ITIL L0/L1 support organizations, tools, and processes squarely focused on customer success.

The primary responsibilities:

  • Implement and manage our Support System - Frequently Asked Questions database, Community Forum, Support Desk and any other tools that will help automate our processes
  • Build a “follow-the-sun” support model that meets Telco-grade Service Level Agreements (SLA), ensuring there is always someone ready and eager to respond to issues
  • Collaborate with our Director of Engineering in Montreal to set up interface between your frontline support and L2/L3, delivering the world-class support that our customer deserve
  • Developing existing talent and recruit new stars, aiming for excellence at all steps, from start to finish, never waver and always be there to deliver best in class support experience for our telco customers
  • Manage team performance, customer success, escalated accounts, potential escalations, and other important measurements, always with our customer’s perspective in mind
  • Work with Product Management, Product Engineering, and other groups to diagnose and resolve technical issues, challenge yourself and others to always educate, optimize and automate
  • Provide visibility into escalations and account status. Measure and report, enlighten and educate the rest of us
  • Proactively identify common themes reported by the customer base and work with other organizations to improve
  • Act as a senior-level escalation point for customer issues, become their trusted “fixer” and partner
  • Meet with customers to understand their needs and develop support plans, become voice of the customer

What success looks like:

  • Each team member understands the importance of the role as a primary interface with our customers and provides a steadfast hand when seas are rough
  • Customer success and customer happiness are viewed as paramount to our success
  • Everyone contributes to the creation of knowledge assets to be used both internally and externally by customers, transforming support into improvement opportunities

What makes it rewarding:

  • Working with a new, exciting, cloud-native product built with state of the art open source technologies, assisting customers entering the astounding world of cloud, auto-scaling, and self-healing
  • Be an integral part of our team with a customer-first attitude and incredible know-how from telecommunications and software, accumulating skills up to the point where, really, you could almost write it

Qualifications


  • Bachelor degree or higher
  • More than 10 years of professional experience with a focus on enterprise customer support
  • Proven experience in leading frontline support teams for product suppliers in the telecommunications sector
  • Built support organizations from ground up
  • Evaluated, acquired and implemented systems for L0/L1 support

How people describe you:

  • Your leadership and motivational skills are an inspiration to others, including your customers, your team and other stakeholders
  • You lead by example by being passionate about delivering customer success by being creative and fearlessly get things done
  • You always strive for the optimal solution in each situation, even when it is someone else's idea. You know what “Yes, and…” means

The skills and experience that will help you succeed:

  • Candidates should be well versed in ITIL support models and have experience in building and running L0 and L1 support processes
  • Strong Lean/Agile knowledge to build light and efficient processes that deliver, deliver, deliver
  • Strong customer service mindset that is passionate about delivering customer success
  • Experienced in handling and diffusing escalations
  • Experience in continuous training process of support staff

Additional Information

When applying for the job, take the opportunity to tell us in five sentences or less what makes you the best candidate for this position and for our company, and why B.Yond is a fit for you.

Please Note: This job description is not intended to be a complete list of all responsibilities, duties or skills and due to the changing nature of the job is subject to review and change at any time, with or without notice.

B.Yond uses E-verify and third-party background check services, including drug screening, as part of the hiring process in the U.S.