Senior Manager - Proactive Support , Rbcx Ownr (Fixed term)
Job Summary
Job Description
About RBCx
RBCx pursues big, bold ideas and leverages RBC's extensive experience, networks, and capital to help shape what's next. Our four pillars - Banking, Capital, Platform, and Ventures - combine to support tech businesses of all sizes and stages, making us the go-to backer of Canadian innovation. Our people are our most valuable assets, so we invest deeply in ensuring RBCx isn't just a place to work but a place to belong.
About Ownr
At Ownr, we have helped thousands of Canadians establish their businesses. As we redefine the entrepreneurship landscape, we take pride in simplifying what it takes to be a business owner. We're on a mission to become the leading platform for entrepreneurship in Canada, and it takes an entire team to build something big. So join our team and discover how we can help entrepreneurs realize their dreams.
We are hiring a Senior Manager, Proactive Support to join our team and play a pivotal role in supporting Ownr's customer operations in the next phase of growth. This role requires a dynamic professional who can navigate both strategic and operational tasks, acting as a key driver of customer experience and operational effectiveness. You will lead the strategy, development, implementation, change management, and maintenance of tools and processes required to increase resolution rate of customer inquiries through proactive (non-human) support methods, while optimizing for customer experience.
What will you do?
Develop and execute Ownr's proactive support strategy roadmap to enhance customer experience and operational efficiency.
Design, develop, and optimize automated customer support processes and workflows in Intercom.
Develop, optimize, and maintain proactive support tools and content, including but not limited to Help Centre, Intercom, ownr.co support page, with the objective of maximizing usage and effectiveness.
Work closely with Customer Success and Operations Enablement on change management to implement new tools and processes.
Build data collection and reporting processes for proactive support and customer operations, use insights from data to influence product development.
Stay on top of new Intercom feature releases, assess new features, and build business cases to optimize the use of Intercom.
What will you need to succeed?
At least 6 years of experience in customer operations or strategic planning, preferably within a high-growth B2B/B2C SaaS environment.
Demonstrated experience in leading the development and execution of customer operations and support strategies and initiatives.
Proven track record of building and scaling self-serve channels to support large volumes of customer inquiries with limited resources.
Excellent analytical and problem-solving capabilities, and impeccable attention to detail.
Strategic thinker who can balance high-level planning with hands-on execution to drive impactful initiatives
Comfortable working in a fast-paced, high-growth environment
Nice-to-Haves
A passion for entrepreneurship and/or experience working with products and services targeted at the SMB segment.
Experience in B2C customer support content creation.
Experience in working with Intercom and or creating chatbots / workflows.
What's in it for you?
Be part of Ownr's collaborative, progressive, and high-performing team, where your work is valued and directly impacts the organization's success.
A strong organizational culture that moves like a startup with the support of a large enterprise. We thrive on the challenge to be our best and work together to help our customers succeed. We care about each other and believe achieving success is a shared goal across the organization.
A comprehensive Total Rewards Program, including bonuses and flexible benefits.
Leaders who support your professional development through coaching and managing opportunities.
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Job Skills
Analytics Insights, Business Appraisals, Business Process Design, Business Process Modeling, Communication, Configuration Management (CM), Critical Thinking, Data-Driven Decision Making, Excel Analytics, Implementation, People Leadership, Problem Solving, Program Execution, Requirements Analysis, Self-Starter, Strategic Initiative, Strategic Thinking, Strategy Analytics, Strategy Development, Workflow AnalysisAdditional Job Details
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Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above
Inclusion and Equal Opportunity Employment
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