Customer Support Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead, mentor, and enhance the Customer Support team by setting clear expectations, accountability, and performance benchmarks.

• Take ownership of essential Support metrics such as CSAT, response times, resolution times, ticket backlog, and quality assurance.

• Manage workforce planning, scheduling, and queue capacity to guarantee effective coverage and service standards.

• Supervise customer escalations, ensuring prompt resolutions, transparent communication, and suitable ownership.

• Identify operational inefficiencies and enhance workflows, processes, and documentation to minimize manual tasks and recurring issues.

• Foster opportunities for AI, automation, and self-service initiatives to boost Support efficiency and enhance the customer experience.

• Implement consistent quality assurance, coaching, and onboarding practices to elevate team performance.

• Collaborate with Customer Success, Product, Engineering, and Operations teams to resolve recurring customer concerns and refine processes.

• Utilize operational data to detect trends, assess improvements, and guide staffing and business decisions.

• Report directly to the Chief Customer Officer.

⛳️ Requirements

• Over 5 years of experience in Customer Support, Customer Service, Contact Center, or a comparable customer-facing setting.

• At least 2 years of experience in people management, encompassing coaching, performance management, and team development.

• Demonstrated capability to enhance Support KPIs, service levels, and operational efficiency.

• Experience in workforce planning, scheduling, queue management, and capacity forecasting.

• Strong analytical abilities with a history of using data to drive operational decisions.

• Proven experience in managing customer escalations and refining Support processes.

• Excellent communication, problem-solving, and cross-functional collaboration skills.

• Ability to excel in a fast-paced environment and provide structure to evolving processes.

• Preferred: Experience managing a high-volume, multi-channel Support or Contact Center environment.

• Preferred: Familiarity with Zendesk or similar Support platforms.

• Preferred: Experience with AI-driven Support tools, automation, self-service, or quality assurance programs.

• Preferred: Experience leading remote or distributed Support teams.

• Preferred: Background in SaaS, technology, fintech, or a related industry.

🏝️ Benefits

• Remote work and flexible working hours.

• Mentorship and development opportunities.

• Extended medical and dental benefits.

• Healthcare spending account.

• $3,000 annual Health and Wellness Spending Account.

• Employee assistance program (EAP).

• Flexible (Unlimited) Time Off.