Support Team Lead

Founded in 2016 and headquartered in downtown Vancouver, our client is dedicated to creating the leading product in the FinTech industry and fundamentally changing corporate banking practices. As a market leader in ERP Banking, they collaborate with global Tier 1 banks, managing assets exceeding $3 trillion.

Our client is seeking dynamic and passionate individuals to join their high-performance team and contribute to their rapid growth.

**Key Responsibilities**

* **Team Management:**
* Lead a growing team of three high-performing technical support agents.
* Facilitate team building, including supporting the interview process for new hires, ensuring ongoing staff development, and identifying high-performing and high-potential staff.
* Define KPIs and manage real-time dashboards to monitor and measure success.
* **Training and Development:**
* Provide continuous training and professional development opportunities for the technical support team, encompassing product knowledge, technical skills, and customer service best practices.
* Encourage and support training programs and learning initiatives to enhance team expertise and capabilities.
* **Customer Support:**
* Oversee the resolution of escalated technical issues related to the SaaS payments platform, ensuring timely and effective responses to customer inquiries.
* Serve as a point of contact for high-priority or complex customer issues, providing expert guidance and support for efficient resolution.
* Monitor support ticket queues, prioritize tasks, and ensure that SLAs are consistently met or exceeded.
* **Process Improvement:**
* Assess and optimize all processes, policies, and systems.
* Oversee daily team workflows, systems, response and resolution times, and quality.
* Draft, implement, and execute policies and procedures to facilitate a quality customer service experience.
* **Cross-functional Collaboration:**
* Work closely with Partner Success, Product, Engineering, and command center teams.

**Key Qualifications**

* 2+ years of experience leading customer-facing support teams.
* Expertise in digital and self-service support models.
* Strong knowledge and handling of customer service management methodology and techniques.
* Excellent verbal and written communication skills for effective interaction with partners and internal teams.
* Excellent leadership, interpersonal, and customer service skills.
* Strong analytical and problem-solving skills.
* Ability to make data-driven decisions to improve efficiency, scalability, and the client experience.

**Personal Characteristics**

* Demonstrates a relentless focus on quality and associated QA procedures for staff, with a proven record of continuous improvement.
* Exhibits innovation and the ability to find new ways to respond to customer needs, resolve problems, and manage escalations while adhering to uniform policies.
* Collaborates effectively with team members at all levels.
* Operates with honesty and integrity.

**Why Work With Our Client?**

* **Experienced Team:** Our client's CEO is a renowned tech entrepreneur. The leadership team has extensive experience scaling technology companies. Employees benefit from mentorship and networking opportunities.
* **High Growth Environment:** Our client offers autonomy and leadership over projects within a high-growth environment. Employees are given significant responsibility and hands-on opportunities.
* **Rich Culture:** Our client fosters a strong company culture with team-building events and activities. The company supports work-life balance and personal growth.
* **Perks:** The downtown Vancouver office offers convenient access to transit, shopping, and amenities. Employees enjoy access to a building fitness center, fully stocked cupboards, weekly team lunches, and daily coffee. Modern Apple equipment is provided.

**Compensation Package**

Our client values innovation, collaboration, and transparency. The hiring salary range for this position is $79,340-$93,230 annually, based on market data. Permanent employees may be eligible for a competitive semi-annual bonus program.

Our client rewards employees for achieving objectives, demonstrating leadership, fostering innovation, and advancing the organization. The company offers career development, wellbeing, and personal growth support, including:

* Extended health and dental benefits.
* Paid time off.
* Savings and retirement plan matching.
* Parenthood top-up.
* Mentorship programs and leadership series.

Note: Incentive programs, benefits, and perks have eligibility requirements that may vary.

**Diversity, Equity & Inclusion**

As our client continues to grow, they are committed to celebrating diversity, endorsing equity, and encouraging inclusion. This commitment starts in the recruitment process. All job postings are evaluated using gender-decoding platforms to ensure fair candidate pools. Human Resources and hiring managers also engage in blind hiring and resume review practices to ensure objectivity and mitigate potential biases.
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Advantages
Our client is an Enterprise SaaS FinTech company that empowers banks to deploy embedded financial products and services, creating seamless banking connections for their corporate clients. Their product facilitates instant scale and reach for banks, aiming to remove friction and add value by enabling commercial banking clients to access banking services through their preferred ERP/accounting platforms.

Founded in 2016 and headquartered in downtown Vancouver, our client is dedicated to creating the leading product in the FinTech industry and fundamentally changing corporate banking practices. As a market leader in ERP Banking, they collaborate with global Tier 1 banks, managing assets exceeding $3 trillion.

Our client is seeking dynamic and passionate individuals to join their high-performance team and contribute to their rapid growth.

Responsibilities
* **Team Management:**
* Lead a growing team of three high-performing technical support agents.
* Facilitate team building, including supporting the interview process for new hires, ensuring ongoing staff development, and identifying high-performing and high-potential staff.
* Define KPIs and manage real-time dashboards to monitor and measure success.
* **Training and Development:**
* Provide continuous training and professional development opportunities for the technical support team, encompassing product knowledge, technical skills, and customer service best practices.
* Encourage and support training programs and learning initiatives to enhance team expertise and capabilities.
* **Customer Support:**
* Oversee the resolution of escalated technical issues related to the SaaS payments platform, ensuring timely and effective responses to customer inquiries.
* Serve as a point of contact for high-priority or complex customer issues, providing expert guidance and support for efficient resolution.
* Monitor support ticket queues, prioritize tasks, and ensure that SLAs are consistently met or exceeded.
* **Process Improvement:**
* Assess and optimize all processes, policies, and systems.
* Oversee daily team workflows, systems, response and resolution times, and quality.
* Draft, implement, and execute policies and procedures to facilitate a quality customer service experience.
* **Cross-functional Collaboration:**
* Work closely with Partner Success, Product, Engineering, and command center teams.

Qualifications
**Key Qualifications**

* 2+ years of experience leading customer-facing support teams.
* Expertise in digital and self-service support models.
* Strong knowledge and handling of customer service management methodology and techniques.
* Excellent verbal and written communication skills for effective interaction with partners and internal teams.
* Excellent leadership, interpersonal, and customer service skills.
* Strong analytical and problem-solving skills.
* Ability to make data-driven decisions to improve efficiency, scalability, and the client experience.

**Personal Characteristics**

* Demonstrates a relentless focus on quality and associated QA procedures for staff, with a proven record of continuous improvement.
* Exhibits innovation and the ability to find new ways to respond to customer needs, resolve problems, and manage escalations while adhering to uniform policies.
* Collaborates effectively with team members at all levels.
* Operates with honesty and integrity.

Summary
**Why Work With Our Client?**

* **Experienced Team:** Our client's CEO is a renowned tech entrepreneur. The leadership team has extensive experience scaling technology companies. Employees benefit from mentorship and networking opportunities.
* **High Growth Environment:** Our client offers autonomy and leadership over projects within a high-growth environment. Employees are given significant responsibility and hands-on opportunities.
* **Rich Culture:** Our client fosters a strong company culture with team-building events and activities. The company supports work-life balance and personal growth.
* **Perks:** The downtown Vancouver office offers convenient access to transit, shopping, and amenities. Employees enjoy access to a building fitness center, fully stocked cupboards, weekly team lunches, and daily coffee. Modern Apple equipment is provided.

**Compensation Package**

Our client values innovation, collaboration, and transparency. The hiring salary range for this position is $79,340-$93,230 annually, based on market data. Permanent employees may be eligible for a competitive semi-annual bonus program.

Our client rewards employees for achieving objectives, demonstrating leadership, fostering innovation, and advancing the organization. The company offers career development, wellbeing, and personal growth support, including:

* Extended health and dental benefits.
* Paid time off.
* Savings and retirement plan matching.
* Parenthood top-up.
* Mentorship programs and leadership series.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.