Head of Client Experience

Are you passionate about (and experienced in) creating exceptionally happy B2B clients? We’re looking for a dynamic, hands-on leader to help raise the bar on our already outstanding Client Experience and support. If that sounds like you, click to learn more. The salary range for this opportunity is $45,000 – $60,000 depending on experience.
Introduction
TruckRight is a sophisticated Software as a Service (SaaS) platform built to help trucking companies manage their people efficiently and effectively, including recruiting, onboarding, compliance, retention and learning. We pride ourselves on providing an outstanding Client Experience, and we’re looking for someone to help us raise the bar even further.
Part leader and part doer, the Head of Client Experience will take an active role in doing just that!
You’ll lead, coach and inspire the client support team as they field day-to-day support requests. You’ll also work directly with our clients to ensure they have the best experience possible with TruckRight. Speaking of which, you’ll quickly become a power-user of the platform itself, so you’ll be able to help clients become expert users, too.
What you’ll do

• Raise the bar for Client Experience even higher at TruckRight
• Lead, mentor and inspire the client support team
• Jump in and actively troubleshoot escalated client concerns
• Proactively work with clients to ensure their needs are being met and exceeded
• Become a power-user of the TruckRight software platform
• Develop and implement Client Experience and support strategies and processes
• Work as a member of the TruckRight management team to help meet company objectives
• Participate in building short and long-term staffing plans
• Set ambitious goals for client satisfaction and strive to meet them
• Hold yourself and your team accountable for providing an exceptional Client Experience
• Work closely with the development team to enhance the product itself
• Measure and manage client support team performance
• Drive continuous improvement

• *Who you are

• You’re a positive, energetic and motivated leader and doer
• You have a deep understanding of Client support best practices
• You have a passion for making the Client Experience as good as it can be
• You have exceptional 1:1 client management chops
• You have top-shelf communication skills, both written and verbal
• You have experience with customer support software
• You’re confident, collaborative, and professional
• You have some B2B and or SaaS experience

Knowledge of the Transportation Industry is a plus

• If you're motivated to make a significant impact in a leadership role, eager to challenge the status quo, and committed to excellence in Client Experience, we’d love to hear from you!*
• *Position Type and Expected Hours of Work

This is a full-time salaried position. We work in-office from Monday to Friday during the day. Hours may vary from time to time based on client needs.
Travel
Some travel is required in order to meet with clients and attend industry events.
Work Authorization/Security Clearance
You must be legally entitled to work in Canada. A police check is required.

• *Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Only Candidates under consideration will be contacted.

Job Type: Full-time