Platform Support Team Lead

Based in Canada, we are seeking a Platform Support Team Lead to join the Platform Support Team. Reporting to the Head of Platform Support, this a new position focusing on a wide range of responsibilities which effect our clients. This role will oversee the client facing Platform Support team, including mentoring, coaching and owning the quality of the service provided. Also management of Training and Documentation of our product for clients, escalations and service improvement will fall under the remit of this role. This role will continue to evolve and grow based on the successful candidate’s experiences and contributions.

This is a hands on role and the successful candidate will be dually responsible for managing a small team as well as working directly with clients. This role is for someone who is a builder and shines when it’s time to fix things. If this sounds like you, please keep reading and apply!

This role is fully remote.

What you will do

• Manage a client facing support team
• Work to enhance and evolve the current support offering with particular focus on quality, agent training/coaching, customer feedback, tools and processes
• Addressing and responding to customer support tickets
• Focus on the Service Improvement Plan to ensure continual improvement of People, Process, Tools and Product and to deliver ongoing tangible improvements to client service coupled with efficiency improvements for the internal team.
• Customer Escalations / be primary point of contact for clients in North America
• Work with the Head of Platform Services to co-own/ collaborate on all Support processes ensuring continually reviewed and matured
• Understand our clients on boarding requirements and timelines, organizing the training and support functions accordingly while efficiently collaborating with our sales, configuration and engineering teams to ensure our Go Live plans are in order
• Work with the Solutions Engineering team to create and implement documentation for internal and external use

• Develop and manage resources, tools, and process to support live customers
• Performance and Service Level reporting and customer service review meetings.
• Ensuring the Monitoring of Operational Alerts and follow-up
• Internal and external support communications / updates
• Managing Customer feedback (verbal, surveys, questionnaires)

Requirements

• At least 5 years of professional experiences in customer focused service delivery roles
• Experience using Service Desk tools
• 2+ years leadership and line management experience with proven ability to influence internal and external stakeholders
• Exceptional attention to detail and processes with proven ability to be organized and prioritize
• Excellent Excel skills, with strong working knowledge of formulas and functionalities with an exposure to financial modelling
• Ability to manage competing priorities in a fast paced environment
• Strong conceptual, analytical and problem solving skills
• Excellent written and verbal communication skills with a flair to express technical concepts in an everyday language
• Able to work with a sense of urgency

Benefits

• Competitive Salary
• Fully remote role
• Generous 28 vacation days, plus 10 US holidays per year.
• We offer a full-suite of benefits including Healthcare, Vision, Dental, STD/LTD, Group Life + several other benefits.
• INSTANDA offers a 401(k)/ RRSP and matches employee contributions up to 3% of salary.
• All employees are included in the company discretionary bonus scheme.
• Access to an Employee Assistance Programme
• Up to CAD$500 work from home reimbursement
• Annual learning & development allowance of CAD$1,250 and free access to LinkedIn learning and Microsoft ESI learning platforms

Additional information:

• You must be eligible to live and work in Canada without restriction. Sponsorship is not available for this role.
• INSTANDA is fueled by Diversity & Inclusion. Different views are advantages, combining our different backgrounds, experiences, and expertise makes us savvier problem solvers and drives better results. INSTANDA is an equal opportunity employer and encourages applications from everybody, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
• We want everyone to be the best they can be throughout our recruitment process. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful. If you require any additional adjustments please let us know. Visit instanda.com/careers for more information.