Manager, Client Services

Department: Client Services   Location: Vancouver, BC

It’s your experience that counts

Rise is Canada’s complete HR-Benefits-Payroll solution that gives businesses everything they need to build loyal and productive teams — all in one place.

When you step through our doors, you’ll discover a workplace that brings people together to innovate and succeed. We’re a forward thinking group of individuals that believes in building strong relationships, challenging one another, and fostering an open environment of dialogue and creativity.

Headquartered in Vancouver, we serve hundreds of businesses and thousands of employees across Canada and have big plans to grow. We care deeply about our employee experiences and support each individual with our own HR + Benefits solution that we all trust.

At Rise, it goes without saying that we have a lot of fun, and we’d really love you to join us. We aim to provide you with the most positive, challenging, and transformative experience of your career.

This could be you

We are currently seeking a Manager of Client Services, Support to join our Customer Success team and take our Support offering to the next level: operational excellence, knowledge-centric, and a vision for the future. You will need to be highly organized, goal-driven, and comfortable to roll up your sleeves and pitch in when necessary. Not to mention, you’ll need to be willing and able to learn the intricacies. Not only are you an operational leader, you are a customer service coach, and constantly looking for ways to improve the overall experience for our customers.

You are versed in the world of call reduction techniques, not necessarily driven by cost control. You come from the perspective of getting answers closer to our customers, making Rise as effortless as possible and truly engaging with Product to ensure we are reducing customer friction. You think like a founder to make a true and deep impact to the customers and business.

Reporting to the VP Client Services, you will be responsible for providing a truly effortless experience to Rise customers. Built up of a group of passionate and smart people, our Support team provides Payroll and HR expert knowledge, support, and advice.

This team is energetic and fun, and we are growing, and we operate like a start-up, which means we all pitch in where we need to make it work. As the leader, this is an opportunity to help develop the systems, workflows and reporting to help us scale. Our ultimate goal is to deliver an exceptional service to our customers, and one that is easy for our customers to use.

Here’s what you’ll be doing

#1) Manage the Client Services Team

You’ll lead, coach scale and grow the Client Services team by owning all aspects of leading a team (managing time off, communications, scheduling, conflict etc.), as well as acting as an escalation point for customer inquiries.

#2) Train and Inspire Those Around You

Oversee the growth, service levels and productivity. Of the department through determining appropriate training, coaching, quality assurance and developing individual performance. You will also use a data enabled approach to inform coaching decisions and actions on both a team and individual level.

#3) Champion Internal Efficiencies

You will set the vision, strategy, roadmap and goals for success, by analyzing key metrics and other performance indicators and deliver strategies to improve service levels.

Your qualifications

  • 3+ years building and leading Client Support teams
  • 7+ years Customer Support/Service/Success Experience
  • Experience developing systems and processes to create operational efficiencies
  • Excellent communication, leadership, coaching, and training skills
  • A natural leader that inspires their team to achieve and exceed their goals
  • Strong in recognizing the contributions of the individuals in order to retain a skilled and motivated team
  • Highly organized and detail oriented with strong time management skills
  • Flexible to work shifts within our hours of operation, 6AM – 6PM Pacific Time, 5 days a week
  • University degree/diploma or equivalent experience
  • Education and/or work experience in accounting or payroll would be a big plus
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