Global Client Support Manager – B2B SaaS

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

📋 Description

• Oversee the daily operations of the global helpdesk, ensuring all deliverables are achieved.

• Serve as the internal representative of the customer, highlighting trends, bug patterns, and product feedback.

• Collaborate with Sales and Client Success teams to establish support entitlements and coverage frameworks.

• Contribute to the development of the global support strategy roadmap, focusing on AI/automation tools, self-service deflection, and plans for regional expansion.

• Guarantee 24/7 global coverage and adherence to SLA requirements across various regions and customer segments.

• Mentor and develop the support team through performance management initiatives.

• Engage in the recruitment process for the Support Team.

• Handle tickets and escalated issues, ensuring resolution is achieved within designated timelines.

• Work collaboratively with cross-functional teams to address and escalate client helpdesk issues.

• Track helpdesk statistics, generate reports, and conduct trend analyses.

• Maintain Zendesk and other support systems while exploring new features and tools.

• Update client support materials and lead training sessions for client support.

• Compile weekly, monthly, and quarterly statistics for company reporting purposes.

• Offer user support and guidance to client administrators.

• Analyze trends using Zendesk data and provide feedback for product enhancements.

• Test resolved bugs and document issues in Jira for the development team.

• Record testing procedures and results, offering feedback to QA and Engineering teams.

• Manage the StoreForce Demo environment in collaboration with Client Services and Product teams.

⛳️ Requirements

• Demonstrated success in managing support teams distributed across global time zones.

• Experience in developing and enhancing team skills.

• Data-driven approach with a background in creating and interpreting support analytics dashboards.

• Experience in retail support, whether in operations or technology.

• Familiarity with administering or supporting helpdesk and ticketing systems.

• Strong written and verbal communication abilities.

• Proficiency in Excel.

• Experience with Zendesk is an advantage.

• Familiarity with AI-driven support tools or self-service/deflection program design is a plus.

• Knowledge of ITIL, HDI, or other support/service management frameworks is beneficial.

🏝️ Benefits

• Flexible remote work options.

• Health benefits provided by the employer, including dental and prescription drug coverage.

• Health Spending Account.

• RRSP matching with support for first-time home buyers.

• Company-sponsored training and opportunities for professional development.

• Extended long weekends and observance of religious holidays.

• Employee Referral Program.

• Spotlight Recognition Bonus Program.

• Access to a dedicated Employee Assistance Program (EAP).

• Accommodations available upon request for candidates participating in all aspects of the selection process.