As a Manager on Alida’s Support Services team, you will play a pivotal role in driving scale, operational excellence, and strategic initiatives for a key touchpoint in the Alida customer journey - those of our Insight Community members. In the Support Services team, you will be responsible for running the global Technical Support team, who provide support to Alida customers and internal employees who reach out with general and technical inquiries related to the Alida platform.

As a member of Support Services leadership, you will be responsible for the following pillars:

• Team performance management and career development
• Onboarding, Training and continuous enablement and/or upskilling for the team
• Stakeholder, and Vendor Management
• Processes & Workflows
• Knowledge-Centered Service (KCS) Implementation
• Program Ownership
• Alida Product Expertise and Thought Leadership
• Privacy Governance
• Business Reporting

You will manage and deliver the Technical Support Support strategy and collaborate cross-functionally with executive stakeholders in Customer Success, Professional Services, Finance, IT, and more. You will also manage a global team of analysts providing coverage across multiple timezones.

This position requires an empathetic, energetic, and innovative leader with a strong background in customer support, stakeholder management, program management, and analytics.

Responsibilities:

• Direct, coach, motivate and develop a team of Support Analysts and leads
• Task oversight, delegation, productive utilization, resource planning/scheduling, capacity modeling
• Work with executive stakeholders (CS, PS, Sales, IT, Product, Engineering, Finance) and external stakeholders (partners and client admins) to proactively identify opportunities to address business challenges, create strategies, initiatives, and timelines, obtain stakeholder buy-in and execute on tactical elements with the Analyst team.
• Act as the primary escalation point, ensuring complex issues are resolved effectively and efficiently.
• Oversee and design onboarding, training, and enablement programs for new team members.
• Oversee, develop and maintain documentation of operational processes and procedures to ensure consistency, efficiency, and knowledge-sharing across teams. Identify opportunities for continuous improvement
• Serve as SMEs for KCS standards and best practices, design and establish governance, deliver enablement and coaching to contributors, perform editorial reviews
• Serve as the main point of contact for programs that include key systems and tools
• Serve as an Escalation contact for On-Call weekend Support on a bi-weekly basis
• Assess, procure and implement external and internal systems and tools. Develop and gain buy-in from decision-makers, e.g. IT, Finance, SPC, on business use cases. Perform maintenance activities leveraging vendor support (if available)
• Manage vendor migrations, including tool deprecation, transition, design, configuration, deployment, post-launch data cleanups. Development of documentation and delivery of team enablement
• Monitor daily tasks of the Technical Support team, performing quality assurance to maintain, enforce and improve the quality and efficiency of Support Services standards analyzing and resolving issues; identifying trends; recommending improvements.
• Create and maintain a workplace culture that is consistent with the overall organization's and that emphasizes Alida’s core values
• Exercise discretion, advanced critical thinking, independent judgement and problem-solving skills to coach and lead the team to address issues not covered by standard procedures.
• Become an expert in Alida’s product suite, client-specific use cases, and industry best practices
• Be a thought leader in industry standards and best practices
• Serve as Support Services POC for Alida SPC team to address client and member privacy, contribute to SOC2 audit process
• Perform data analysis to understand productivity of ramped headcount, Support Services usage, SLA compliance, behavioral insights (e.g. top Technical Support topics). Implementation of data analytics mechanism
• Overarching architecture of content approach, how we structure content, upholding of standards and best practices
• Content planning, prioritization, development, feedback loop, deployment / staging / republishing. Maintenance of existing content (e.g. new content requests, doc defects) and deprecation of old content. Publication of product release notes. Oversee video production process.
• Implementation and updating of tools & processes
• Perform data analysis to understand content performance, usage, trends. Implementation of data analytics mechanism

Qualifications & Skills:

• Ability to work in EST timezone is required
• 5+ years of experience in Technical Support or equivalent customer service experience, with at least 2 years in a team lead or management role maintaining a high performance culture
• Proven experience managing global, multi-timezone teams
• Demonstrated ability in resource planning and scheduling to ensure 24/7 or global coverage.
• Experience designing and executing onboarding, training, and upskilling programs
• Strong communication, interpersonal and customer relations skills. Ability to translate complex technical challenges into actionable business strategies for non-technical stakeholders
• Exceptional analytical and troubleshooting skills. Being able to critically think to address “grey area” issues
• Fluency in French or additional European languages, such as German, is nice to have
• Must have an understanding of the software development cycle and experience in supporting SaaS environments
• Experience in a self-directed work environment
• Demonstrated ability to provide answers to end users by identifying the problem, researching answers using a variety of resources and tools and guiding the end users through corrective steps
• Experience hosting Google Meet, Zoom, WebEx or other remote hosting tools for end user troubleshooting session
• Experience working in Zendesk, Salesforce or comparable ticketing system
• Great attention to detail and experience writing and maintaining documentation with basic knowledge of Knowledge-Centered Service methodology
• A curious mindset and/or experience with leveraging emerging technologies, such as AI, to drive innovation and operational excellence

• The typical salary range for this role is $90,000 CAD depending on experience
• We are open to applicants in Toronto or surrounding area in Ontario

The Good Stuff:

• Amazing growth and learning opportunities with a fast-growing Canadian SaaS company that is a world leader in its industry
• Best-in-class company paid benefits for you and your family - offering medical, dental, vision, RRSP matching in Canada, a 401K in the US, and more.
• Unlimited Vacation: Yep, it’s true. Take vacation when you want it, how you want it. Designed to better fit your evolving needs.
• Summer Fridays: Fridays are a day off during July and August. To help provide better balance in the summer months focusing on employee wellness.
• Recognized as one of the Best Workplaces™ in British Columbia for 2024 by Great Place to Work
• Recognized in 2023 as one of the Best Workplaces for Women®
• Recognized as a Top Employer by British Columbia's Top Employers 2023

About Alida

Alida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers can help companies make better decisions and drive long term loyalty and growth.

That’s why Alida helps innovative brands create highly engaged research communities to gather feedback that empowers better customer experiences and product innovation.

Leading companies like HBOMax, Adobe, Warner Bros. Discovery, Twitch and lululemon depend on Alida’s community-centered research platform to deliver fast and reliable customer feedback at scale so they can build better products, refine user experiences and test marketing campaigns.

Learn more at www.alida.com.

We can’t wait to meet you!

We understand that applying for a new position takes effort and want to thank you in advance for taking the time to introduce yourself.

At Alida, we’re dedicated to fostering an environment where our employees feel heard, valued and included.

We believe that a diverse team is a core pillar in building better products and services for our global customers and we strongly encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation. Even if you don't meet every single one of the stated requirements but you are excited about this opportunity, we'd love to hear from you anyway. Our Talent Acquisition team will review your application for this role, and others we may have open now or in the future.

Follow us at www.alida.com and engage with us on LinkedIn, Twitter and Instagram.

Alida has an accommodation process in place to provide reasonable accommodation to employees, and to qualified job applicants with a disability during the hiring process. If you require accommodation because of a disability or medical need, please contact accommodations_hiring@alida.com so that arrangements can be made for the appropriate accommodations to be in place.

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Vacancy Status: This posting is for an existing vacancy that we are actively seeking to fill.

Artificial Intelligence Disclosure: Our recruitment process is human-led. While our Applicant Tracking System (ATS) includes an AI-enabled "talent match" feature to help compare applications against job requirements, this tool is not used as a decision making factor and it is not used to rank candidates by suitability. All applications are personally reviewed by our recruitment team, and all decisions regarding interview selection and hiring are made solely by human employees.

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