Description
Askuity is a Toronto-based retail analytics software company and wholly-owned division within The Home Depot (THD). Askuity’s mission is to enable suppliers and merchants at The Home Depot to make profitable, data-driven decisions and drive real-time execution.
The Manager, Customer Support leads and manages the core function of Customer Support for Suppliers who are part of the Supplier Analytics Program within the US and Canada. When Suppliers in either country have questions about any of the tools within the Program, our L1 and L2, in collaboration with other L3 and teams within Askuity and The Home Depot (THD), work to offer responses as quickly and effectively as possible. The Manager is responsible for leading and developing their team, reviewing and refining key support processes, and building strong relationships with all stakeholders.
Position Responsibilities:
- Lead the Supplier Analytics Program’s efforts across the US and Canada in providing an excellent customer experience for any Suppliers who need technical support. Identify and execute initiatives to improve the overall customer experience.
- Liaise and build relationships with key stakeholders across Askuity and THD to collaboratively meet team and company goals. Leverage strong communication and problem-solving skills to manage any cross-functional challenges, prioritization, and trade-offs. Help to further establish Support’s role as a key service provider and thought partner in Supplier engagement efforts.
- Gain sufficiently-detailed knowledge of the applications within the Supplier Analytics Program to help with solving tickets that require escalation outside of the usual process. Ensure knowledge is captured and shared among team members and to help with the future onboarding of new team members
- Monitor tickets created, and track progress of assigned tickets with a focus on meeting delivery deadlines and SLA's. Capture ticket themes and identify strategies to minimize future tickets (through the use of content and training) and make the support process as efficient as possible.
- Track, analyze and report on key metrics related to ticket volume, capacity usage, SLAs and customer satisfaction. Maintain a perspective and plan on capacity / resourcing needs as they evolve.
- Work closely with the Customer Success team to build and maintain an effective knowledge sharing repository, and identify and share support trends & opportunities for improvement
- Develop associates and provide leadership for the team. Follow hiring processes and expectations, provide effective training for new associates, communicate effectively, set expectations, follow- up to ensure success, conduct business and performance reviews and hold team accountable for commitments and success criteria.
Experience/Knowledge Required:
- The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
- Strong leadership, mentoring and interpersonal skills with excellent customer focus.
- Excellent listening and communication skills: verbal, written, analytical.
- Strong negotiating, prioritization, and conflict-management skills.
- Able to create and deliver presentations for a variety of audiences.
- Demonstrate organizational and time management skills.
- Strong problem-solving skills and ability to manage effectively through ambiguity and complex situations.
- Able to work in a fast-paced environment with multiple, competing demands.
- 4 or more years of experience in Customer Services / Support a definite asset.
- 2 or more years of experience leading a diverse, cross-functional and collaborative team.
- Attention to detail, good follow-up skills.
- Skills in Word, Excel & PowerPoint required. Experience with Zendesk preferred.
