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Support Team Manager

Steeped Tea

This is a Full-time position in Ancaster, ON posted December 2, 2019.

Are you ready to infuse your career with excitement? If you love solving problems, leading a great team, and connecting with people, customers, and reps then look no further. We are on the lookout for a seasoned customer service or customer support manager, ideally with experience in a call center environment.  Someone who wants to have an impact with a company that empowers others to start their own business and support their families and community. A passionate leader who understands customer needs, is process driven, and comfortable with technology. About Steeped Tea It all started with a cup of tea. In the last ten years, Sipology by Steeped Tea ( has turned tea lovers into business owners. We are the biggest success story from TV’s Dragons’ Den, partnered with David Chilton and Jim Treliving. Sipology by Steeped Tea is a direct-selling company manufacturing, blending and distributing premium loose-leaf teas and accessories through a network of thousands of Independent Consultants (Sipologists) across North America. We empower others to start their own business and enjoy the fruits of their labour by selling Sipology products directly to consumers.. Support Team Manager This role serves as our ambassador to all Sipologists who represent the company, leading our support team as a primary point of contact for technical inquiries, merchandise questions and community building via social media. The best in this role will do more than respond and resolve inquiries, they will drive a proactive outbound program to empower Sipologists and increase their success. Practically speaking, you will: v  Act as the primary point of contact for Sipologists (company representatives) for product inquiries, programs communication, and social media interaction. v  Lead, develop and grow a high performing Support Team by tracking internal statistics, developing reviews, and onboarding and coaching a core team of Support Specialists to ensure Sipologist satisfaction and success.           v  Train team members to support Sipologists with recognition programs, product training, and sales training techniques. v  Establish, manage and report on outbound call campaigns focused on attracting, activating, and retaining Sipologists. v  Build, maintain and improve support related technology including software like Zendesk/Talkdesk, email templates/call scripts and Excel reporting statistics at monthly business reviews. v  Manage the reporting of Sipologist progress, recognition and achievement programs seeking approval for new awards. v  Use a range of analytic tools and software to assess team efficiency and effectiveness of out-bound call strategies. v  Managing internal and remote team members via online tools. This is a fantastic leadership opportunity with a rapidly growing and successful company. You will have an opportunity to work across the organization and use your expertise and knowledge to develop your team, while building and strengthening relationships with our valued Sipologists. Working at Steeped Tea At Sipology by Steeped Tea, it’s our goal to create an entrepreneurial and creative environment that is both challenging and rewarding. We love what we do and are inspired to outperform every day. You’ll see the impact of your work on the business every single day.  This is a full-time, permanent role with comprehensive group benefits (health, dental, vision, etc.) Office hours are Monday to Friday, 9:00 a.m. to 5:00 p.m. in our Ancaster office. Qualifications Here’s what we’re looking for: * 5+ years’ in a progressive supervisor or management role, ideally within a customer support or call center environment * Technically savvy with strong computer skills and experience applying a range of analytical tools/software in a customer support environment (e.g. Zendesk/Talkdesk or similar, Excel)* Experience leading and managing people* Experience in the direct sales industry would be a plus but not required* Understanding of social media and community management* Post-secondary degree or diploma in a related field is a plus (i.e. business, commerce, marketing, or similar) How to Apply Our online application will give you the option to apply to this role as a complete person – not just a resume. The application will assess your qualifications, personality traits and workplace preferences, and should take 10 to 15 minutes to complete. After submitting, you’ll receive an email inviting you to log in and view your assessment results.   We strive to build a team that reflects the diversity of the community we work in, and encourage applications from traditionally underrepresented groups such as women, visible minorities, Indigenous peoples, people identifying as LGBTQ2SI, veterans, and people with disabilities.  If we can make this easier through accommodation in the recruitment process, please contact us using the “Help” button.   We will review applications, with priority given to those who have completed the assessment, and look forward to hearing from you.