Technical Support Manager

Join ArboStar — Innovate Tree Care with Us!
ArboStar is the leading all-in-one business management platform crafted by arborists, for arborists. Since 2013, we’ve been empowering tree care companies to streamline operations, reduce costs, and boost profits. Our innovative, cloud-based software integrates everything from CRM and scheduling to GPS tracking and business analytics, ensuring seamless workflow and exceptional customer satisfaction.

At ArboStar, we pride ourselves on fostering a dynamic and supportive work environment. We value creativity, collaboration, and dedication to excellence. Join our team and help us transform the tree care industry with cutting-edge technology and outstanding service.

Why ArboStar? At ArboStar, we foster a dynamic and supportive work environment where creativity, collaboration, and dedication to excellence are valued. Join our team and help revolutionize the tree care industry with innovative technology and outstanding service

Responsibilities:
Team Leadership: Provide leadership and guidance to the technical support team, fostering a positive and collaborative work environment;
Ticket Management: Oversee the efficient handling of support tickets, ensuring timely response, resolution, and adherence to service level agreements (SLAs);
Customer Satisfaction: Focus on maintaining high levels of customer satisfaction by monitoring interactions, resolving escalated issues, and continuously improving customer support processes;
Quality Assurance: Implement quality assurance measures to review and assess the quality of customer interactions, troubleshooting procedures, and issue resolutions;
Training and Development: Identify training needs and provide coaching and mentorship to team members, enhancing their technical skills and customer; service capabilities;
Escalation Point: Serve as the primary escalation point for complex customer issues, providing expertise and support to resolve critical cases;

Performance Metrics: Monitor and analyze team performance metrics, such as response times, resolution rates, and customer feedback, to drive improvements;
Process Improvement: Identify opportunities to streamline support processes, reduce inefficiencies, and enhance the overall customer support experience;
Reporting: Prepare and deliver regular reports to management, summarizing team performance, trends, and areas for improvement;
Collaboration: Collaborate with cross-functional teams, including product development and sales, to relay customer feedback, contribute to product improvements, and ensure alignment with customer needs.

Requirements:
Excellent communication skills in English (C1 level at least);
Previous experience in the IT industry;
At least 2 years of experience in team management;
Passion about your role and contribution to the company vision;
Positive attitude towards customers, company, and colleagues;
Energy and self-drive — being eager to learn and keen to share;
Exceptional communication skills and ability to listen carefully;
Good organizational, time-management, and prioritizing skills;
Ability to effectively communicate technical information in non-technical terms;
Willingness to work within the Canadian time zone.

We offer:
An opportunity to have a strong influence on the direction of the company;
Steep learning curve and personal growth;
Own your time with a high level of independence and no micromanagement;
Collaborate with clients from all over the world, ranging from Silicon Valley hot start-ups to corporations with 80 million customers;
Competitive salary;
Monthly education allowance for courses, training, books, and events.