Senior Lead, CS and Operations

Toronto, Full Time · Apply Now

Job Description

We are looking for a talented and passionate team-player to join the Mydoh team as a Senior Lead, CS and Operations. Your goal will be to establish best practices across our team in order to provide customers with the best support available, while also analyzing trends and data to lead large and medium scale projects with the goal of optimizing business processes.

What will you do?

  • Analyze support workflows and make suggestions to improve efficiency and effectiveness. Specifying and building tools to improve the speed and quality of support.
  • Contribute to team results by supporting all colleagues to be successful in meeting customer needs, serving as an escalation point and guide for questions and inquiries from the wider CS team.
  • Work with cross functional team members to aid in the seamless execution of new features and services on the Mydoh platform.
  • Communicate findings to the wider Mydoh team, present details and lead projects with minimal guidance.
  • Proactively engage with customers through various communication channels to deliver an outstanding customer service experience, making every client interaction an exceptional one.
  • Assisting with the design and rollout of new support channels and service offerings.
  • Developing and maintaining standard operating procedures for common situations.
  • Preparing performance reports by collecting and analyzing data from customer service functions. Identifying and successfully removing obstacles to delivering consistently high levels of service.
  • Working closely with senior management to help the customer service team deliver on their goals and objectives.

What do you need to succeed?

Must Have

  • Exceptional understanding of business operations, an ability to take initiative to lead and manage projects. Ability to highlight inefficiencies and curate proposals and plans of action with an intuitive approach.
  • Exceptional customer service capability and confidence in engaging customers across multiple channels (i.e. phone, email, live chat, etc.) using a friendly, positive and professional tone.
  • A positive and friendly mindset and attitude that aims to foster a positive working environment.
  • Proven ability to prioritize, and multi-task in a fast-paced environment.
  • An ability to think in action, problem solve, and collaborate closely with colleagues.
  • A strong desire and willingness to learn, apply learnings, and share them out with colleagues and team members with a commitment to unlocking the potential of those around them.

Nice To Have

  • Experience working in a start-up environment.
  • Previous experience working in customer service.
  • Previous experience in project management, and leading teams.
  • A track record of business process improvement.

What’s in it for you?

  • A comprehensive Total Rewards Program including bonuses and flexible benefits.
  • Leaders who support your development through coaching and managing opportunities
  • Work in a dynamic, collaborative, progressive, and high-performing team
  • Ability to make a difference and lasting impact
  • A flexible working environment

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our ventures thrive and clients prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.