LSK-948 - Customer Advocacy Manager

LSK-948 - Customer Advocacy Manager

12 Jul
|
Owl Practice
|
Toronto

12 Jul

Owl Practice

Toronto

Overview: Owl Practice is Canadas leading practice management solution for mental health care professionals. Were a fast-growing SaaS business and were in need of help to support our customer growth. Were looking for a leader of our support team who is ready to learn, work hard, and help make Owl even better!



The Manager of Customer Advocacy role is a remote associate-level position for individuals who have experience working in SaaS. You can expect to manage and distribute the workload to the support team and become a point of escalation for our customers. You will report directly to Owls Director of Sales & Client Services.



You will work closely with many departments to hit your individual and overarching company goals.

This role involves managing a support team of approximately 5-8 individuals. You will: Act as the point of escalation for customer issues Conduct and schedule weekly 1-1's with members of the support team to provide guidance and keep their workloads on track Host a weekly meeting to discuss defect investigations and customer issues Escalate platform issues within the internal team to ensure they are triaged and addressed in a timely manner Conduct weekly system audits to review KPIs of support team Assist with training of new team members Create templates for common support replies and make revisions/improvements to existing support documentation for customers



You are: Experienced in technical support and team leadership Passionate about mental health, wellbeing, and working with a like-minded team Naturally customer-oriented, friendly, and a critical thinker Ambitious, driven, and curious Interested in working for a growing company Obsessed with quality and detail oriented We offer you:

A flexible work from home environment Growth opportunities with a team of passionate, loyal, and health minded coworkers Positive social impact and daily interactions with mental health care providers



We value a good fit over experience but relevant experience in the clinical world is esteemed. If youve ever worked a front desk or managed a clinic we would love to hear your story. Similarly, if you have experience selling another SaaS healthcare solution, wed love to hear from you.



Owl is a growing company and does not have an office at present. As a result, this role will involve telecommuting (i.e. working from home). You will need to be able to work remotely from a professional, quiet home office.



We use Slack to communicate internally during the weekday, and sometimes use Zoom or Teams for meetings.

Some hints on how to apply for this job: Check out so you know what were about (youd be surprised how many people dont!). If youre interested, consider applying!



Send us your resume and include a cover letter that lets us get to know you a bit, and why youre interested in working at Owl Practice. Be sure to answer this one question: Why is a growing mental health focused company the right fit for you? If youre looking for a hands-on opportunity to work with a talented team in a fast-paced environment, we want to meet you!



Job Types: Full-time, Permanent

The original job offer can be found in Kit Job:
https://www.kitjob.ca/job/32231330/lsk-948-customer-advocacy-manager-toronto/?utm_source=html

Subscribe to this job alert:
Enter Your E-mail address to receive the latest job offers for: lsk-948 - customer advocacy manager

Reply to this offer

Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.

Subscribe to this job alert:
Enter Your E-mail address to receive the latest job offers for: lsk-948 - customer advocacy manager