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Job Description – Customer Support Manager About Us: Enkel is not just revolutionizing accounting services; we're architecting the future of tech-driven financial solutions. Committed to transforming organizations, we deliver top-tier, cloud-based accounting services to over 300 Canadian businesses and not-for-profit organizations. Our mission is to empower clients with cutting-edge accounting solutions, propelling them toward excellence. Enkel is a Canadian company with offices in Canada and India, specializing in Financial Operations solutions with a strong focus on finance, accounting, and operational efficiency. Our core team brings expertise from the finance, outsourcing, and corporate sectors, driving results for clients across diverse industries. At Enkel, we are growing fast. We embrace continuous learning, aiming not just to meet industry standards but to redefine them. Fueled by a passion for exceeding client expectations, we navigate the dynamic business landscape with agility and innovation, ensuring a harmonious blend of professional achievement and personal well-being. Join our journey to shape the future of accounting services by visiting our website. Role: Customer Support Manager Role and Responsibilities: ● Lead and manage the customer support team, providing guidance, mentorship, and performance evaluations to maintain high service standards. ● Engage proactively with clients to understand their business goals, ensuring successful transition from onboarding, retention, and long-term satisfaction. ● Analyze customer support metrics and trends to assess team performance, address issues, and make data-driven improvements for resource allocation and service optimization. ● Build and maintain strong relationships with clients, acting as the primary point of contact for escalations and issue resolution, ensuring client expectations are met or exceeded. ● Collaborate closely with internal teams (Sales, Product, and Operations) to ensure alignment on client expectations, deliver seamless accounting solutions, and ensure continued value delivery. ● Conduct regular check-ins with clients to review their satisfaction, identify expansion opportunities, and offer solutions to enhance their experience. ● Collect, analyze, and leverage client feedback to drive product and service improvements, contributing to a culture of continuous enhancement. ● Ensure clients are maximizing the value from Enkel’s accounting services by conducting regular training and sharing best practices. Expectations: ● Achieve and maintain a 95% client satisfaction rate through proactive communication, relationship management, and timely resolution of escalated issues. ● Ensure smooth and timely onboarding processes for all new clients, integrating them seamlessly with Enkel's cloud-based accounting services. ● Foster a client-centric culture within the team, ensuring that team members are equipped to handle complex and high-priority client inquiries. ● Deliver consistent and comprehensive reporting on customer support KPIs, identifying trends, opportunities, and areas for improvement to elevate client experiences. ● Proactively drive initiatives to reduce client churn and identify opportunities for upselling or cross-selling Enkel’s services. Required Skills and Experience: ● 5+ years of experience in customer support, client management, or account management roles, preferably within financial services, SaaS, or BPO industries. ● Experience in using CRM systems and customer support tools (such as Salesforce, HubSpot, or similar platforms) to track and manage client interactions. ● Proven ability to work cross-functionally with sales, product, and operations teams to drive client support initiatives. ● A background in finance, accounting, bookkeeping will be highly valued. ● Demonstrated leadership experience , with a proven ability to guide, motivate, and manage high-performing teams in a customer-facing environment. ● Exceptional interpersonal and communication skills, both verbal and written, with the ability to present complex financial and technical information in a simple, client-friendly manner. ● Strong problem-solving abilities, with a proven track record in resolving escalated client issues and ensuring long-term client satisfaction. ● Excellent relationship-building skills , with experience in maintaining and growing client relationships at all levels. ● Data-driven mindset , with the ability to use customer support metrics and KPIs to drive performance improvements and decision-making. Preferred Qualifications: ● Experience working with SaaS platforms or cloud-based solutions is a plus. ● Bachelor’s degree in business, finance, or a related field; MBA or advanced certifications in customer support or client management are a plus. Perks and Benefits: ● Comprehensive health and wellness benefits. ● Company-funded training and certifications to support your ongoing professional development. ● Collaborative and innovative company culture, with opportunities for growth and advancement. Join Enkel and be at the forefront of a transformative journey, where not just the team but each individual contributes to shaping the future of accounting services. Experience growth, leadership, and unparalleled support in an environment that thrives on innovation and excellence. Are you ready to make history with us? Apply now! Show more Show less
