Director of Client Services

Director of Client Services– Remote – Canada

We are hiring at Vocantas for a Director of Client Services to join our team!

We are currently seeking a Director of Client Services who will be responsible for overseeing our customer support department and ensuring the delivery of a world-class customer experience. This individual will focus on accelerating and optimizing the onboarding process, thereby creating exceptional customer experiences. Additionally, they will supervise customer support agents, providing training, coaching, and mentorship to enhance their performance. The Director will maintain high levels of customer satisfaction by offering effective problem-solving resources and managing staff efficiently.

Here is a little window into our company: Since 2003, Vocantas Inc. has simplified complex shift management and employee scheduling processes. As the industry leader in communication tools, Vocantas offers smart automation to assist schedulers with shift filling while also providing them with the ability to quickly react to any vacant shift challenge. Vocantas solutions connects organizations with their staff through a system that is fast, reliable, easy to use, and backed with outstanding customer support.

The candidate can be based anywhere in Canada, but must work from their legal place of residence.

What your day will look like:

• Staff recruitment and appraisals; train staff to deliver a high standard of customer support.
• Lead a multicultural and multidisciplinary team of customer support representatives.
• Analyze statistics or other data to determine the level of customer support the companies in the portfolio are providing.
• Determine customer support requirements by maintaining contact with customers; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• Develop customer support procedures, policies, and standards for the customer support department.
• Communicate courteously with customers and be an advocate for the customers internally within the companies and adjacent departments.
• Investigate and solve customer problems that have been passed on by customer support representatives.
• Meet with other managers to discuss possible improvements to customer support.
• Provide customer support regarding collection issues and resolve client discrepancies and short payments.
• Enlist the efforts of sales and senior management when necessary to accelerate the collection process.
• Constantly learn about the companies in the portfolio, their products and services, and keep up to date with changes.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

About You:

• Bachelor’s degree.
• Proven experience as a Director of Client Support, Customer Support, or similar role.
• 2 years or more experience required, preferably in the SaaS/Cloud/Software industry.
• Must be proficient in the use of Microsoft Office Suite (Outlook calendar and email; Excel spreadsheets and graphs; PowerPoint presentations; Word).
• Excellent verbal and written communication, as well as decision-making skills.
• Excellent organizational skills and outstanding attention to detail.
• Ability to thrive in a fast-paced environment, multi-task, perform well under pressure, and effectively manage competing and/or changing priorities.

For information about Vocantas, please visit our website at https://www.vocantas.com/

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.