Montreal, QC

Customer Support Manager

*No credit card required.

See why thousands of leading companies trust us:

Capterra
App Store
Play Store
G2

Overview

Opportunities like this do not come around often. If you’re a hungry up-and-comer looking for a rare career opportunity that could change your life, this is the role for you.

MaintainX, the maker of the world’s most feature-rich but delightfully simple work management app, is looking for a Customer Support Manager to join our team at our office in Montreal, Canada. You will oversee the customer support experience for our customers. You will also be responsible for growing the customer support team. The ideal candidate will bring organization, attention to detail, growth, and enthusiasm to the growing Go-to-Market team. This is an exciting opportunity for someone who wishes to grow with and contribute to a high-growth SaaS organization.

This is a difference-making, meaningful, high-responsibility role, and we expect the right candidate to be someone who thinks outside the box, thrives under pressure, and is extremely detail-oriented.   

The position will initially be remote but we hope to return to offices in Montreal by the end of 2021.        

Responsibilities

  • Manage a team of customer support representatives.

  • Ensure the team responds promptly and accurately to customer support inquiries.

  • Develop processes, procedures, and standards for responding to customer inquiries.

  • Call customers to resolve issues when needed.

  • Document product requests and highlight common requests for Product team.

  • Escalate technical issues to Engineering team gathering information from customer about issue.

  • Create self-service, knowledge-base articles and saved replies based on frequently asked questions.

Desired Skills & Experience

  • Bachelor’s degree.

  • Excellent written and verbal communication skills.

  • 1+ years of full-time customer support experience (providing customer support for software product is a plus).

  • 1+ years managing customer support representatives.

  • Creative problem solver.

  • Listen with empathy.

  • Detail-oriented.

  • Resourceful.

  • Self-starter.

  • Work autonomously while collaborating with team.

  • Ability to prioritize in fast-paced environment.

  • Experience working with customer support/help desk ticketing software such as Intercom.

About Us

MaintainX helps businesses track their reactive maintenance and preventive maintenance and control the daily operations of their business, such as safety inspections, quality inspections, and operating checklists–all with a digital audit trail.

The company has raised $54M in funding and we have recently announced our Series B led by Bessemer Venture Partners alongside August Capital, Amity Ventures, Ridge Ventures and Vulcan Capital.

Our mission is to make the life of blue-collar workers easier worldwide by creating software that meets their needs and realities. Our product is truly life-changing for 80% of the workforce that doesn’t work behind a desk and needs enterprise-grade software at their fingertips.

Our Customers Love Us

“MaintainX has quickly become our most used, most valuable, and most trusted workflow software. A task that would’ve taken me 15 minutes to complete on paper before, I can now do in 2 minutes.” – Ron Pembleton, Director of Engineering, Pyramid Hotel Group

We believe that by equipping people with the best tools to solve their own problems, we can tackle the whole world’s problems better, together.

Although all job applications are taken into consideration, only select candidates will be contacted.

MaintainX is committed to diversity and inclusion and aims to create a healthy, accessible, and rewarding work environment that highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all represented groups in order to build a diverse workforce that reflects the diversity of our customers and the communities in which we live and depend on.

If interested, send us your resume at jobs.sales@getmaintainx.com.

Get started for free

It’s time to let MaintainX do the heavy lifting

Control the daily operations of your business

Download App