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

• Lead, mentor, and provide support to a geographically distributed customer support team in North America and the Philippines.

• Create and implement clear triage, follow-up, and resolution processes to enhance response times and manage tickets effectively.

• Act as the main escalation contact for intricate customer issues and support-related inquiries.

• Identify operational inefficiencies and introduce more efficient support workflows and processes.

• Collaborate closely with R&D and Engineering teams to enhance management of bug backlogs and the cadence of escalations.

• Increase transparency in support operations through comprehensive reporting, documentation, and process tracking.

• Play a role in enhancing the overall customer experience across various products and support channels.

• Assist in the implementation and adoption of AI-driven support tools and workflows.

• Demonstrated experience in managing customer support or customer-facing teams in a technology or SaaS environment.

• Strong leadership abilities with a knack for building trust within seasoned teams.

• Practical experience utilizing Jira for managing tickets, handling escalations, and tracking operations.

• Proficient in managing client escalations and serving as a senior contact for unresolved matters.

• Well-organized, patient, and driven by the desire to enhance operational processes and team performance.

• Experience in B2B SaaS, enterprise software, or legacy software sectors.

• Familiarity with ERP, procurement, print, or marketing supply chain software industries.

• Background in AI-enabled support tools or automation initiatives.

• Opportunity to lead a dynamic and diverse team.

• Engaging work environment that fosters innovation and collaboration.

• Competitive compensation and benefits package.

• Opportunities for professional growth and development.

Support Manager

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