Job Title: Customer Support Manager
Location: Toronto ON
Company: PFSL Investment Canada

We are seeking an experienced Customer Support Manager to lead and manage our customer support team. In this role, you will oversee day-to-day operations, drive customer satisfaction, and ensure the team is delivering high-quality service. You'll also identify opportunities for process improvements and mentor your team to achieve performance goals.

• Team Leadership: Manage, train, and motivate a team of customer support agents to provide exceptional service.
• Operational Oversight: Monitor performance metrics (e.g., response times, resolution times) to ensure team goals and KPIs are met.
• Process Improvement: Identify areas for process improvement, implement best practices, and streamline workflows to enhance customer experience.
• Customer Escalations: Handle escalated customer issues and complex inquiries, ensuring timely and effective resolution.
• Reporting & Analysis: Track and analyze customer support trends, prepare reports, and make data-driven recommendations for service improvements.
• Cross-Functional Collaboration: Work with other departments (e.g., sales, product, technical support) to address customer feedback and resolve issues.
• Training & Development: Provide ongoing training and coaching to improve team performance and professional growth.

• Leadership: Proven experience leading and motivating a customer support team.
• Customer Focus: Strong commitment to customer satisfaction with a problem-solving mindset.
• Communication: Excellent communication and interpersonal skills.
• Analytical Skills: Ability to analyze data and identify trends to drive continuous improvement.
• Experience: 3+ years in customer support, with at least 1 year in a managerial or supervisory role.

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