Client Support Lead

ob Description Customer Support Lead

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 Lead

Role and Responsibilities:

• Lead the customer support team, providing guidance, mentorship, and performance evaluations to maintain high service standards.
• Addressing and resolving customer issues, concerns or complaints in a timely and satisfactory manner.
• Maintain support metrics and trends to assess team performance, address issues, and make data-driven improvements for resource allocation and service optimization.
• Handle client escalations and issue resolution, ensuring client expectations are met or exceeded.
• 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 client feedback and align with managers for the identified Action Plan.
• Ensure the CS team handled client queries with a defined SLA
• Ensure the CS team is fully utilised and all the tickets are cleared within the timeline
• Coordinate with the delivery team and ensure they work on the client tickets within SLA

Expectations:

• Achieve and maintain a 95% client satisfaction rate through proactive communication, relationship management, and timely resolution of escalated issues.
• 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 maintain high clients satisfaction by being proactive in issue resolution
• Removing client blockers to ensure that the delivery is done on time

Required Skills and Experience:

• 3+ years of experience in customer support or client 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.
• Has prior team-leading experience.
• 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 prepare 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