Customer Support Manager

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

📋 Description

• Lead and integrate a front-line support team spanning Canada and New Zealand.

• Develop a cohesive single-team operating rhythm to ensure global coverage.

• Implement support practices aligned with ITIL standards.

• Enhance incident management, maintain queue hygiene, improve triage quality, and ensure escalation readiness.

• Mentor, develop, and empower members of the support team.

• Elevate operational output, accountability, and standards of customer communication.

• Establish routines for continuous improvement and analyze incident trends.

• Utilize approved AI tools to improve the quality of resolutions.

• Oversee daily resource allocation, SLA monitoring, and performance assessment.

• Guarantee consistent service delivery across various time zones.

• Collaborate with Tier 2 management, Engineering, and Product teams to foster ongoing improvement.

⛳️ Requirements

• Over 3 years of hands-on experience in software, customer, or technical support environments.

• Demonstrated experience in team leadership or a progressive leading role.

• Aptitude for coaching, ensuring operational accountability, and driving process enhancement.

• Strong operational insight into incident management, service request handling, ticket triage, and SLA monitoring.

• Knowledge of ticketing systems such as Salesforce or Jira.

• Commitment to ITIL framework best practices.

• Outstanding written and verbal communication abilities.

• Proven ability to collaborate effectively across diverse global teams.

• Previous direct management experience in a multi-region or remote software support setting is advantageous.

• Formal ITIL certification is a plus.

• Practical experience with modern AI tools for knowledge management and optimizing ticket resolution is a plus.

🏝️ Benefits

• Travel requirement: 15%.

• Collaborative and supportive team culture.

• Opportunity to advance your career and contribute to collective growth.

• Empowerment to develop impactful strategies.

• Values-driven environment focused on Belonging, Growth, and Innovation.