Manager - CX Technical

We all have important information we need to manage, and protecting it should be easy. Over 100,000 businesses and millions of people log in to 1Password to unlock smart, simple access to everything they care about. Our vision is to create a safer, simpler digital future for everyone, and our culture values simplicity, honesty and a human-centric approach to solving problems. Come help us unlock peace of mind so everyone can stay safer online.

As the Manager, CX Technical you’ll help us achieve our ongoing customer service initiatives, ensuring team members are trained in best practices and are delivering technical solutions to our customers. In this role, you’ll help us evaluate and improve the effectiveness  of customer service workflows, coach CX Technical team members on best practices, and keep the CX Technical team up to date with information related to products, services, customer-related issues, and more. 

You will report to the Director, CX Technical and oversee a team of CX Representatives. You’ll work with these collaborative team members to ensure that our customers are receiving exceptional customer experiences.

This is a remote opportunity within Canada and the US.

What we're looking for:

• Minimum of 5+ years of experience in a technical support role or related. Preferred: 1 - 2 years of people management experience 

• Proven experience in supporting best in class customer support teams and processes

• Demonstrated experience in one or more of the following with a preference for familiarity in several: Web tech (browser and browser plugin, Systems Administration (with a preference for Mac), CLI, Performance tuning and benchmarking, Technical Support, Configuration & usage of common cloud providers (AWS, GCP, Azure), Networking knowledge, MDM, Identity and Access Management 

• Strong leadership and team management skills, with the ability to motivate, coach, and develop a high-performing team

• Experience in talent management, with a focus on identifying and developing potential leaders within the organization

• Demonstrated stakeholder management skills, with the ability to collaborate effectively with individuals at all levels within the organization

• Strong communication and interpersonal skills

• Preferred: Extensive 1Password application experience with technical level (Support, Development, Implementation) 

What you can expect:

• Strategy

• Partner with the Director, CX Technical to create Customer Experience's strategy and objectives, based on the results of the needs analysis and best practices

• Ensure the alignment of CX tech objectives with the department's strategic goals

• Management 

• Lead a team of Customer Experience Representatives, ensuring the effective functioning and coordination of the department's initiatives and guides execution

• Promote a culture of continuous technical skill advancement and growth ensuring new and existing team members are trained in best practices and delivering superior customer service

• Manage the technical staff, providing guidance, support, and leadership to address customer concerns

• Provide the team with up to date Information related to products, services, procedures, customer needs and company-related issues, changes, and actions, empowering them to deliver exceptional customer experiences

• Problem Solving

• Handle escalated issues from customers or internal teams in a collaborative win-win approach.

• Metrics and KPIs

• Works with Director, CX Technical to establish CX Technical metrics and processes to measure KPIs (e.g. first response time, time to resolution etc. )

• Regularly evaluate and improve the effectiveness of customer service workflows to continuously improve the customer experience process.

• Motivates and drives team performance; Ensures team achieves established goals

• Collaboration

• Collaborate with stakeholders across CX and other departments for the purposes of enhancing customer experience strategy and goals

• Communicate and present results and recommendations

• Delivery

• Partner with Director to understand SLA parameters and oversee day to day activities of team to ensure SLAs are achieved 

USA-based roles only: The Annual base salary for this role is between $126,000 USD and $170,000 USD, plus immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

Canada-based roles only: The Annual base salary for this role is between $112,000 CAD and $152,000 CAD, plus immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.

What we offer:

We believe in working hard, and resting hard. We’re always looking for new ways to support our team members, but here’s a glance at what we currently offer:

Health and wellbeing

> 👶 Maternity and parental leave top up programs

> 👟 Wellness spending account

> 🏝 Generous PTO policy 

> 💖 Company-wide wellness days off scheduled throughout the year 

> 🧠 Wellness Coach membership

> 🩺 Comprehensive health coverage

 Growth and future 

> 📈 Employee stock option program for all full time employees 

> 💸 Retirement matching program

> 💡 Training budget, 1Password University access, and learning sessions 

> 🔑 Free 1Password account (and friends and family discount!) 

Flexibility and community

> 🤝 Paid volunteer days 

> 🌎 Employee-led DEI&B programs and ERGs

> 🏠 Fully remote environment

> 🏆 Peer-to-peer recognition through Bonusly

You belong here.

1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.

Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at nextbit@agilebits.com and we’ll work to meet your needs.

Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this your Talent Partner would be happy to address them with you.

Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.

Candidate Privacy Notice

When you apply for a position, refer a candidate, or are being considered for a role at AgileBits, Inc. (dba 1Password, 1Password, we, us, or our), your information is stored in Lever, in accordance with Lever's Service Privacy Notice. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background.

Candidates may also optionally choose to self-identify their race/ethnicity, gender identity, sexual orientation, age, and disability. These answers will help us evaluate our diversity and belonging efforts. You do not have to answer these questions—your answers will not be linked to your name or job application, will not be visible to the hiring manager reviewing your application, and will in no way affect your job application. If you have any questions about the collection or use of this information, please contact [dpo@1password.com].

When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how we use or process your information, or if you would like to ask to access, correct, or delete your information, please contact our privacy team at [dpo@1password.com] or through 1Password Support.