About the Role
Lead our Customer Support team in delivering exceptional service to SongShop's community of songwriters and artists. You'll manage a team of support agents, handle escalations, and improve support processes.
Responsibilities
- Lead and mentor a team of customer support agents
- Handle escalated customer issues and complaints
- Develop and improve support processes and documentation
- Monitor support metrics (response time, satisfaction scores)
- Coordinate with product team on bug reports and feature requests
- Create training materials and onboarding programs
Requirements
- 3+ years of customer support experience, 1+ year in a leadership role
- Excellent communication and problem-solving skills
- Experience with support tools (Zendesk, Intercom, Freshdesk)
- Ability to handle difficult situations with empathy and professionalism
- Knowledge of music licensing or creative marketplaces preferred
Skills
Team Leadership, Customer Service, Zendesk, Communication, Problem Solving
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Job Summary
Department
Customer Support
Contract Type
Full-Time
Experience Level
Lead
Location
Toronto, ON, Canada
Salary Range
$65,000 - $85,000 CAD
Positions Available
1
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