[Hiring] Global Client Support Manager @StoreForce

Role Description

Reporting to the CCO, the Global Client Support Manager is responsible for delivering the StoreForce Solution through client support. This client-facing role collaborates with all internal functions and requires a forward-thinking leader who is energized by building processes, developing teams, and leveraging AI to solve business problems.

What You'll Do

• Strategic Leadership & Cross-Functional Collaboration
  • Lead the daily activities of the helpdesk; provide direction and follow up to ensure the team meets its deliverables; help remove obstacles.
  • Act as the voice of the customer internally; surface trends, bug patterns, and product feedback to Engineering and Product leadership.
  • Partner with Sales and Client Success to define support entitlements and coverage models across customer tiers.
  • Contribute to the global support strategy roadmap including AI/automation tooling, self-service deflection, and regional expansion planning.
  • Ensure 24/7 global coverage models are in place, and SLA compliance is maintained across all regions and customer segments.
  • Train and ensure ongoing development of the team through performance management programs.
  • Participate in the recruitment activity required for the Support Team.
• Issues Resolution
  • Lead the global helpdesk; ensure issues are actioned within expected timelines.
  • Maintain business process to effectively manage tickets against SLAs.
  • Collaborate with cross-functional teams to troubleshoot client helpdesk issues and escalate as required.
  • Manage all escalated issues through to resolution.
  • Maintain helpdesk statistics, provide routine reporting, and look for trends that can be actioned.
• Support Activities
  • Maintain Zendesk and any other systems in use, and conduct research to stay on top of new features or 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 the client administrators.
• Solution Design and Development
  • Identify trends using Zendesk data and provide feedback to the Product and Engineering teams on issues or product improvements.
  • Conduct testing of resolved bugs; report bugs in Jira for development.
  • Document tests and log results; provide feedback and description to the QA and Engineering teams.
  • Maintain the StoreForce Demo environment in partnership with the Client Services and Product teams.

Key Performance Indicators (KPIs)

• Average Days to Close by Priority
• SLA Achievement %
• CSAT %
• Net Promoter Score (NPS)
• First Response Time (FRT) by Tier
• Ticket Backlog Health & Deflection Rate

Qualifications

• Competencies Required:
• Integrity – Ethical and honest. Maintains principle when faced with challenge.
• Leadership – Seen as a role model; motivational, supportive. Fosters cooperation and collaborates with others.
• Communication – Good oral and written communication skills. Able to deliver clear and concise information; demonstrates the ability to adapt to the audience.
• Service Oriented – Natural desire to provide assistance; achieves a sense of reward through helping others.
• Detail Oriented – Able to think and articulate in very simple terms. Keen eye for detail and the ability to identify missing pieces. Organized and able to prioritize multiple responsibilities.
• Conceptual Thinking – Notices similarities between different and apparently unrelated situations; quickly identifies the central or underlying issues in complex situations.
• Problem Solving – Distinguishes between symptoms and causes. Able to see multiple parts and the relationships in order to identify and resolve the root issue; generates alternative solutions.

Experience / Knowledge

• 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 in 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

• StoreForce is growing quickly – it’s the kind of place you can make a real impact.
• We're remote and offer flexibility in your schedule.
• Employer-paid health benefits including dental, prescription drug coverage, and a 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).