Sr. Manager, Customer Care

at  Roadpost

Roadpost is a leading provider of mobile satellite solutions, and the partner of choice for thousands of individuals that work or travel beyond the limits of terrestrial or cellular coverage, providing solutions under the Roadpost and BlueCosmo brands. From private and public sector employers who need to connect and protect employees at remote worksites, to backcountry adventurers and enthusiasts, Roadpost’s customers have many faces, but a common concern - the need for reliable communications that they can access anywhere.
Roadpost has over 60 employees between our Toronto and Seattle offices, serving over 100,000 subscribers. Our growth has come organically, through acquisition, and through innovative and proprietary product introductions on the Iridium and Inmarsat satellite networks, including ZOLEO®, an industry-leading global safety and messaging service developed as a joint venture with Beam Communications from Australia. 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, Wi-Fi, and satellite networks, and is now available for sale in selected countries in North America, APAC and Europe.
We value innovation, teamwork, and an entrepreneurial ability to get things done. We invite you to get to know more about us: roadpost.com, bluecosmo.com and zoleo.com.
Summary:
The Senior Manager, Customer Care, is responsible for day-to-day operations and management of Roadpost’s customer care teams, providing a consistently high level of service for all our customers . Working with in-office and remote staff, you will be lead, develop, and implement customer service strategies focused on driving the highest levels of customer satisfaction while leveraging Key Performance Indicators (KPI’s), systems, tools and emerging technologies to optimize operational efficiencies and drive continuous improvement. You will also be responsible for establishing and managing standard customer care KPI reporting for all aspects of the business. Strong leadership and mentorship skills are required in order to establish a culture of exceptional customer service through collaboration, collective and individual ownership & accountability, efficiency, and continuous learning. Success is measured through improvements in key performance indicators that include (but are not limited to) ticket quality and accuracy, ticket drivers, productivity, customer satisfaction and retention measures we well as the measured continuous improvements of staff skills and engagement and operational efficiency.
This role is based in Toronto and reports to the Vice President, Operations, requiring a minimum of 2 days in office per week.
Key Responsibilities:

Please refer the Job description for details