Manager, Customer Support

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

📋 Description

• Oversee a team of approximately 8–10 Support Specialists and Support Engineers, including responsibilities for hiring, onboarding, development, performance management, and retention.

• Conduct weekly one-on-one meetings centered on skill enhancement, case quality, and career advancement.

• Guide the team in assessing AI-generated recommendations to achieve high-quality customer outcomes.

• Ensure the team meets SLA commitments, time-to-resolution targets, backlog goals, and customer satisfaction metrics.

• Manage daily case triage, routing, and escalation processes.

• Monitor the health of the case queue and identify bottlenecks or quality concerns.

• Design and execute experiments aimed at enhancing resolution speed, first-contact resolution, and customer satisfaction.

• Create and sustain the Support playbook, documentation, troubleshooting guides, and AI-assisted workflow standards.

• Take ownership of and conduct audits for QA related to AI-assisted case resolutions.

• Develop dashboards, establish KPIs, and make support performance metrics actionable.

• Conduct weekly case reviews to identify trends, high-volume issues, and systemic product deficiencies.

• Convert case data into prioritized feedback for Product and Engineering teams.

• Manage monthly reporting on team performance, SLA trends, case drivers, and escalation patterns.

• Forecast capacity requirements, identify skill shortages, and recommend training investments.

• Collaborate with Engineering Managers and Customer Operations on product decisions, service standards, and cross-functional initiatives.

• Highlight urgent product issues and establish feedback loops for upstream resolution.

• Identify inefficiencies and implement improvements in workflows, tools, documentation, and automation.

• Within the first 90 days, build team trust, master case data, establish partnerships with Engineering, and resolve 1–2 process inefficiencies.

• Within the first year, enhance SLA performance, case quality, team development, product impact, analytics, documentation, and automation leverage.

⛳️ Requirements

• A minimum of 5 years in technical support, customer success operations, or technical account management, with at least 2 years in a management role.

• Demonstrated success managing SLAs in a technical support or customer operations setting.

• Familiarity with technical products such as SaaS or B2B software; experience in healthcare technology is preferred.

• Proficient in data analysis, including creating dashboards, analyzing trends, and utilizing metrics to drive operational enhancements.

• Experience with systems thinking, including redesigning workflows or implementing tools for improved efficiency.

• Possess a product management mindset with skills in root cause analysis and upstream issue prevention.

• Ability to learn product architecture, navigate complex workflows, and mentor support engineers on technical cases.

• Experience in developing team members through feedback, skill enhancement, and challenging opportunities.

• Capability to hold teams accountable while fostering their development.

• Proven ability to collaborate effectively with Engineering, Product, or Customer Success teams.

• Comfort with ambiguity and the ability to build operations without a fully developed initial playbook.

• Experience in healthcare, health tech, or regulated industries is an asset.

• Familiarity with AI-assisted support workflows or LLM-based tools is a plus.

• Prior experience as a technical support engineer or individual contributor before moving into management is advantageous.

• Familiarity with platforms such as Notion, Linear, Salesforce, Intercom, or similar tools is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional growth and development.

• Flexible working hours and remote work options.

• Collaborative and innovative work environment.