Sales Support Specialist at Benjamin Moore representing the brand and delivering top - notch support. Develop relationships in a fast - paced environment with Field Sales and Logistics teams.
About the role
- Manager of Customer Support at MealSuite leading a team to improve customer support efficiency and delivery. Focusing on data-driven decisions and cross-functional collaboration.
Responsibilities
- Be a Leader – Mentor, coach, and develop Team Leads through regular 1:1s, performance reviews, and targeted professional development planning.
- Develop Process Improvements – Implement and continuously optimize support workflows, escalations processes, and operational procedures to drive efficiency and reduce resolution time across the team
- Make Data-Driven Decisions – Oversee queue health, SLA adherence, and KPI performance; analyze support metrics and present findings and recommendations to senior leadership
- Be an Escalation Point – Monitor and manage escalation channels, ensuring timely triage and resolution of high-priority or complex issues escalated from Team Leads and Level One Support
- Collaborate Cross-Functionally – Communicate cross-functionally with Product, Engineering, and other stakeholders to surface customer-reported trends, advocate for product improvements, and close the feedback loop with the support team
- Own Support Documentation – Develop, refine, and maintain support playbooks, internal knowledge bases, and documentation standards used by Team Leads and Level One Support
Requirements
- 4-6 years of direct experience in support, customer success, or a technical support environment, preferably in a SaaS ecosystem.
- 2-4 years of experience in a people management or team lead capacity overseeing support agents or a support team.
- 2+ years’ experience managing escalation workflows or serving as a senior escalation point.
- Experience with CRM/Support or Project Management tools, such as Jira, Confluence, Zendesk, PlanHat, or equivalent.
- Astute communication skills with a strong ability to translate complex technical issues into clear, simple to understand language for both internal and external stakeholders
- A proven dedication to coaching and mentorship, and comfort developing talent and providing actionable feedback
- An analytical mindset that uses data to drive decisions and is continuously looking for ways to improve processes
- Detail-oriented approach to problem solving, a strong desire to build relationships with customers and cross-functional teams alike, and the ability to maintain composure when handling high-priority escalations or competing demands.
- Ability to thrive in a collaborative, fast-moving environment
- Willingness to travel occasionally; valid passport with no travel restrictions (Canada/USA; Vietnam if required)
Benefits
- Unlimited paid time off
- Retirement savings support
- Health benefits
- Hybrid flexibility
- Work-life balance
- Participation in our equity program
- Opportunities for career development and advancement
- Purposeful work with a positive community impact
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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