Who are we?

Hi there! We are Scout Talent, and our passion is Talent Acquisition. Our Purpose is to connect people to grow companies, careers, and communities.

Our team consists of knowledgeable, dedicated specialists with expertise in recruitment technology and talent acquisition strategies. At Scout Talent, we’ve built a strong culture from the ground up and sustained it for more than a decade. Our people are the foundation of our success, which is why we value and invest in them.

The Opportunity

We are growing rapidly, and we have an exciting opportunity for a client centric individual to join our leadership team as a Global Client Success Leader! This is a full-time opportunity based at our Vancouver, BC office.

Reporting to the CEO, this role will see you use your exceptional leadership skills to lead a team of Client Success Specialists across our offices in Australia, North America, and the Philippines, ensuring the team is aligned and focused on helping Scout Talent’s clients get the most out of our software products.

You will be responsible for ensuring the Client Success Team meets goals, budgets, and exceeds client expectations. 

In addition, some of your key responsibilities will include:

• Leading a team dedicated to providing excellent support to our software clients

• Acting as a support to the Client Success Team for Client inquiries, questions, and complaints

• Supporting and directing new and experienced Client Success Specialists in providing tech support, onboarding and training clients and improving engagement and retention

• Serving as a coach and a leader, helping to develop the skills of your team as they grow in their careers

• Managing day-to-day operations of your team including: managing escalations from your direct reports, ensuring the delivery and documentation of high quality engagements throughout the client lifecycle, and facilitating one-on-one and team meetings

• Analyzing customer and performance data to make informed decisions about operational and process changes

• Budget management

• Accurate reporting, ensuring global visibility across Scout Talent Group

Who are we looking for?

This role would best suit someone who has experience leading a team in a customer support environment and is excited to lead a geographically diverse team. You will need to be able to build strong working relationships and be able to effectively align the goals of your team. 

In addition, we are looking for someone who has:

• Relevant experience in client support (ideally working with tech solutions)

• A proven leadership ability to influence, develop and empower team members to achieve their best in a fast-paced environment

• A record of success collaborating with all levels of internal stakeholders 

• Experience navigating and resolving client escalations

• A proven track record of executing bold strategies and over-performing against company targets and expectations 

• Excellent organizational, problem-solving, and decision-making skills

• An understanding of HR / recruitment best practices

• Experience using data to analyze results and make decisions

What are the benefits?

An attractive annual remuneration package of $100-120K will be negotiated with the successful candidate in line with skills and experience!

Here are some more reasons why you'll love working for Scout:

• When it comes to career development, we invest in training and give you the opportunity to get to know other parts of the business. If you’re interested in leadership in the future, we’re firm believers in promoting from within!

• We’re a stable organization (10+ years in the industry), but we’re also growing, innovative, and open to new ideas.

• We offer flexible start/finish times along with the option to WFH one day per week to match the needs of your lifestyle

• We have regular rewards and social events - including quarterly awards nights/parties

• The opportunity to attend our annual Global Gathering - in the past, we've been to Las Vegas, Singapore, Cancun, Paris, Hawaii and Queenstown, to name a few. 

• We have a commitment to supporting each other's health and wellbeing, with initiatives such as Step Forward, Tour de Office, access to an employee assistance program, and team members who have completed their Mental Health First Aid

• Additional wellbeing benefits such as gym access, a stunning office in downtown Vancouver close to the beach, healthy office snacks and treats, Friday afternoon drinks, and fun social culture

• It's an exciting career in one of the world’s fastest-growing industries, software, and services in the HR tech space 

• You will have the chance to join a well-established global organization and get in at the early stages of the next phase of growth

To give you a feel for our team and culture, check out this video:

Here are our company values - have a read to see if they align with yours. 

If you’re excited and motivated about this opportunity, we’d love to hear from you!