What are the responsibilities and job description for the Manager, Global Client Support position at Trackforce?
Trackforce is the world's largest physical security workforce management SaaS company. Our technology provides physical security companies and corporations that employ guards with a single platform to manage their security workforce. We help improve response times, reduce administrative burdens, and lower
costs.
Today, Trackforce serves 3,000 clients in over 45 countries. We have over 300 employees with offices in Montreal,
Paris, and London. However, we embrace being remote-first!
About the Role
We are looking for a Manager, Global Client Support to lead and optimize our support team. This role is responsible for driving standardization, enhancing operational efficiency, and ensuring a seamless support experience for our customers. The ideal candidate is metrics-driven, process-oriented, and passionate about improving agent productivity through playbooks, knowledge management, and daily performance oversight.
\n
- Operational Excellence – Establish and maintain standardized processes, workflows, and playbooks to drive consistency and efficiency in frontline support.
- Performance Metrics & Reporting – Track and analyze key support KPIs, including response times, resolution rates, customer satisfaction (CSAT), and agent productivity.
- Daily Management & Coaching – Oversee daily operations, monitor agent performance, and provide real-time coaching to improve service quality and efficiency.
- Knowledge Management – Develop and maintain a comprehensive knowledge base to empower agents and enhance self-service capabilities for customers.
- Productivity & Process Improvement – Identify bottlenecks, implement automation where possible, and continuously refine support workflows to improve agent efficiency.
- Collaboration & Best Practices – Work cross-functionally with Product, Engineering, and Customer Success to align support strategies and drive continuous improvement.
- Customer Experience Enhancement – Ensure timely, accurate, and high-quality support interactions to maximize customer satisfaction and retention.
- 3 years of experience in customer support, with at least 1 year in a leadership or team lead role.
- Strong analytical skills with experience tracking and improving key support metrics.
- Proven ability to build and refine support processes, playbooks, and knowledge management systems.
- Experience with support tools such as Zendesk or similar platforms.
- Excellent communication, problem-solving, and coaching skills.
- Passion for operational efficiency, agent enablement, and customer satisfaction.
