net2phone Canada

Customer Success Supervisor (Bilingual)

Ottawa, ON · Full-time

Sponsorship not specifiedDetected 12 days ago

AccessibilitySalesforceRecruitingPerformance ManagementCustomer SuccessCustomer SupportVoIPCommunicationMentoringOrganizational Skills

About the role

We supply a communications solution aimed at improving the way Canadian organizations connect - our solutions are available through your browser, mobile device, and desk phone.
Net2phone Canada is breaking down the pre-conceived barriers in Canadian Telecom.
Providing the absolute best customer experience is always our top priority.

Forget the 45 minute hold times- we average 1 minute wait times to reach a live technical support specialist.
And while that's unheard of in telecommunications- so is our proactive Customer Success team who maintain a 1% customer churn rate in an industry where over 20% is the norm.
As a Customer Success Supervisor you will lead by example and work closely with our client services team to ensure that customer feedback is being incorporated into business, product, and development decisions.
Regularly lead structured 1-on-1 meetings with Customer Success Associates (CSAs) and Customer Success Managers (CSMs) to provide coaching, and support professional development.
Own the end-to-end process for handling "port out" requests, ensuring accurate documentation and seamless communication with internal teams.
Maintain and expand deep product knowledge across net2phone Canada lines.
Maintain a basic understanding of VoIP networking and know how to leverage internal technical specialists.
Facilitate internal training sessions and team meetings to empower the CS team, contribute to internal/external knowledge bases, and lead live public-facing product webinars every 3-4 months.
Drive product adoption and knowledge amongst team members.

While owning the ultimate success of their customers, our Customer Success Managers (CSM's) strive to provide an exceptional client experience with every interaction.
Assist in recruiting for Customer Success team members as well as performance management when required.

Salary of $ 55,000- 57,000 CAD This is an in-office hybrid position - with the potential to work remotely 2-3 days a week- we want you to be in the middle of all the action!

We are a VoIP telecommunications provider for businesses in Canada.
Join us and be a part of an evolving Customer Success team- where your input is not only valued, but incorporated into our daily work.
At the end of the day, you are ensuring greater overall product adoption and helping our customers with greater business value and satisfaction.

To request an accommodation, please complete our online form or call 1-888-508-2749.

This listing is sourced directly from net2phone Canada's careers page and normalized into a canonical job model.