Customer Support Representative helping iClosed users resolve SaaS issues via chat, email, and video. Troubleshooting integrations and improving customer support processes.
About the role
- Customer Experience Manager leading customer-facing teams at ASSA ABLOY, a global access-solutions manufacturer. Driving service excellence, satisfaction improvements, and cross-functional operational performance.
Responsibilities
- Manage customer-facing teams and ensure processes, systems, and service standards support a seamless customer experience
- Lead and support Customer Service, Pricing, Order Entry, and After-Invoicing Claims functions
- Coach, develop, and motivate team members to achieve individual and departmental goals
- Monitor customer satisfaction metrics, including Net Promoter Score (NPS), and develop improvement action plans
- Analyze customer feedback and trends to identify process and service delivery improvements
- Partner with Sales, Operations, Engineering, and other departments to support customer needs and improve collaboration
- Manage and resolve complex customer concerns and escalations
- Establish and maintain service standards, procedures, and performance expectations
- Drive continuous improvement initiatives to increase efficiency, reduce customer pain points, and improve business outcomes
- Ensure teams have the tools, knowledge, and resources required to deliver exceptional service
- Prepare and present regular reports on customer service performance, customer trends, and improvement initiatives
- Foster a customer-focused culture emphasizing responsiveness, accountability, and operational excellence
- Ensure compliance with local regulations, company policies, and the ASSA ABLOY Code of Conduct
- Travel as needed to support customer engagement and business priorities
Requirements
- Bachelor’s degree in business, Marketing, Communications, or a related field
- 5 - 7+ years of experience in Customer Experience, Customer Service, Operations, or a related field
- Proven ability to lead customer-facing teams and drive service excellence
- Proven leadership capabilities, including coaching, performance management, conflict resolution, employee development, and the ability to successfully lead teams through change while maintaining engagement and accountability
- Strong industry knowledge is an asset, ideally from large general contracting firms or roles connecting to owners, architects, designers, and builders
- Experience analyzing customer feedback and operational metrics to drive improvements
- Strong organizational and project management skills with the ability to manage multiple priorities
- Excellent interpersonal, communication, and relationship-building skills
- Experience improving customer satisfaction measures, including NPS or similar metrics
- Knowledge of manufacturing, construction, building products, or related industries is considered an asset
- Experience working in a fast-paced environment with multiple stakeholders and competing priorities
- Proficiency with customer service systems, reporting tools, and Microsoft Office applications
- Project management experience is an asset
- MBA or advanced degree preferred
Benefits
- Paid Vacation, Sick Time, and paid Statutory Holidays
- Medical, Dental, Vision, RRSP, Short and Long-term Disability, Life and AD&D Insurance
- Tuition Reimbursement
- Learning and Career Development opportunities
- Employee Assistance Program
- Discount portal
- Recognition, well-being, and employee experience programs designed to support and celebrate you throughout your career
- Competitive Salary
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