Senior Manager, Support

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Lead and guide a structured team of up to 15 Support Engineers.

• Hold team members accountable to service level objectives and operational targets through regular one-on-ones, coaching, and proactive performance management.

• Supervise daily support operations across the Americas region.

• Manage workforce schedules and track health metrics.

• Implement enhancements to processes.

• Promote the use of AI-driven support tools and automated workflows.

• Optimize support delivery, expedite resolution times, and reduce routine inquiries.

• Act as a senior contact for intricate customer situations and critical incidents.

• Coordinate cross-functional response efforts and conduct post-incident evaluations.

• Collaborate with Customer Success, Product, Engineering, and regional support leaders.

• Champion customer needs and align global support initiatives.

• Oversee hiring, onboarding, and talent development initiatives.

• Report directly to the Senior Director of Support.

⛳️ Requirements

• Over 5 years of experience in leading technical support, customer support, or service delivery teams.

• Demonstrated success in developing high-performing professionals.

• Strong operational management skills, including workforce planning, scheduling, performance management, and fostering team accountability.

• Extensive experience in managing complex customer escalations, dealing with high-severity incidents, and conducting post-incident reviews.

• Practical knowledge of leveraging AI technologies to automate workflows, enhance support delivery, and boost team efficiency.

• Exceptional communication abilities with the capacity to influence across functions and manage relationships within diverse teams.

• Legally authorized to work in Canada or the United States.

• Must undergo a background check.

• Bonus: Experience leading geographically distributed or remote teams.

• Bonus: Practical experience with Linux operating systems and containerization technologies.

• Bonus: Background in a SaaS or enterprise software environment.

• Bonus: Familiarity with service management practices, SRE, and key support metrics.

🏝️ Benefits

• Flexible PTO.

• Comprehensive healthcare coverage (UK, Canada, France, Spain, USA).

• Company stock options.

• Professional development budget.

• Office equipment budget.

• Wellness budget.

• Annual team gatherings.

• Internet reimbursement.

• Inclusive parental leave.

• Remote work travel program.