indeed
Customer Success Supervisor
net2phone Canada
Gloucester, CAN
Full Time
Manager
Hybrid
2 days ago
Customer SuccessTeam LeadershipSalesforceVoIPCoachingProcess Improvement
Free
Job Fit Check
Base Career helps you apply smarter for this job.
?%
Ready to ScanKey skills for this role
Customer SuccessTeam LeadershipSalesforce
About the Role
net2phone Canada is looking for a Customer Success Supervisor to lead and coach a team of Customer Success Associates and Managers. The role involves overseeing case assignments, auditing renewals and upsell opportunities, and driving product adoption.
Key Skills for This Role
Customer SuccessTeam LeadershipSalesforceVoIPCoachingProcess Improvement
Responsibilities
- Act as a leader within the Client Services Team, leading structured 1 on 1 meetings with CSAs and CSMs
- Oversee a fair case assignment system based on capacity, expertise, and SLA deadlines
- Own the end to end process for handling 'port out' requests
- Maintain and expand deep product knowledge across net2phone Canada lines
- Facilitate internal training sessions and team meetings
- Assist in audits and reviews of renewals, upsell opportunities, and other processes
- Monitor incoming case and task queues in Salesforce and assign workload
- Continuously monitor Customer Success industry for best practices
- Field questions from the Customer Success team and direct them to appropriate resources
- Assist in recruiting for Customer Success team members and performance management
Requirements
- 2 3 years of supervisory experience in a Retail, Sales, or SaaS environment
- Outstanding organizational skills with a strong attention to detail
- French English Bilingualism preferred
- Never ending curiosity
Full Job Posting
What we do
- net2phone Canada is a VoIP telecommunications provider for businesses in Canada.
- We supply a communications solution aimed at improving how Canadian organizations connect.
- Our solutions are available through browser, mobile device, and desk phone.
Core Responsibilities
- Act as a leader within the Client Services Team, leading structured 1 on 1 meetings with CSAs and CSMs.
- Oversee a fair case assignment system based on capacity, expertise, and SLA deadlines.
- Own the end to end process for handling 'port out' requests.
- Maintain and expand deep product knowledge across net2phone Canada lines.
- Facilitate internal training sessions and team meetings.
- Assist in audits and reviews of renewals, upsell opportunities, and other processes.
- Monitor incoming case and task queues in Salesforce and assign workload.
- Continuously monitor Customer Success industry for best practices.
- Field questions from the Customer Success team and direct them to appropriate resources.
- Assist in recruiting for Customer Success team members and performance management.
What you need
- 2 3 years of supervisory experience in a Retail, Sales, or SaaS environment.
- Outstanding organizational skills with a strong attention to detail.
- French English Bilingualism preferred.
- Never ending curiosity.
What we offer
- Join an amazing team culture who values work life balance.
- Accessible team socials (virtual and in person).
- Learning opportunities and growth.
- Paid time off, sick & family days as well as paid volunteer days.
- Ability to work remotely.
- CAD 2,000 in health & wellness benefits.
Compensation
- Salary of CAD 55,000 57,000 CAD per year.
Schedule
- Monday to Friday 9am 5pm EST.
- Hybrid position: work remotely 2 3 days a week.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career