Client Services Assistant supporting admissions, registration, and student records at Okanagan College. Providing client service and advising applicants across British Columbia campuses.
About the role
- Global Client Support Manager leading StoreForce’s retail workforce SaaS helpdesk. Managing global support teams, SLAs, analytics, escalations, and AI-enabled service improvements.
Responsibilities
- Lead the daily activities of the global helpdesk and ensure deliverables are met
- Act as the internal voice of the customer and surface trends, bug patterns, and product feedback
- Partner with Sales and Client Success to define support entitlements and coverage models
- Contribute to the global support strategy roadmap, including AI/automation tooling, self-service deflection, and regional expansion planning
- Ensure 24/7 global coverage models and SLA compliance across regions and customer segments
- Train and develop the support team through performance management programs
- Participate in Support Team recruitment
- Manage tickets and escalated issues through resolution within expected timelines
- Collaborate with cross-functional teams to troubleshoot and escalate client helpdesk issues
- Maintain helpdesk statistics, reporting, and trend analysis
- Maintain Zendesk and other support systems and research new features and tools
- Maintain client support materials and lead client support training
- Prepare weekly, monthly, and quarterly statistics for company reporting
- Provide user support and guidance through client administrators
- Identify trends using Zendesk data and provide product improvement feedback
- Test resolved bugs and report bugs in Jira for development
- Document tests and results and provide feedback to QA and Engineering
- Maintain the StoreForce Demo environment with Client Services and Product teams
Requirements
- Proven track record of managing globally distributed support teams across multiple time zones
- Experience developing and upskilling teams
- Data-driven mindset with experience building and interpreting support analytics dashboards
- Experience in retail support (operations or technology)
- Experience administering or supporting helpdesk and ticketing systems
- Effective written and verbal communication skills
- Strong Excel skills
- Zendesk experience an asset
- Experience with AI-powered support tooling or self-service/deflection program design an asset
- Familiarity with ITIL, HDI, or other support/service management frameworks an asset
Benefits
- Remote work and flexibility in schedule
- Employer-paid health benefits including dental and prescription drug coverage
- Health Spending Account
- RRSP matching with First Time Home Buyer support
- Company-paid training and professional development
- Extended Long Weekends and Religious Observance Days
- Employee Referral Program
- Spotlight Recognition Bonus Program
- Dedicated Employee Assistance Program (EAP)
- Accommodations available on request for candidates taking part in all aspects of the selection process
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Degree requirement
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