Manager, Customer Support

📋 Description

• Own the daily operating rhythm for your team — coverage, queue health, and case-handling quality
• Coordinate closely with your counterpart Manager at shift handoff to keep priorities and
• Partner with fellow leaders across Support, Success, AI Ops, Product, and Engineering to ensure a
• Lead, coach, and develop a team of Customer Support Specialists through regular 1:1s, real-time
• Partner closely with and coach the team's senior Specialists, leaning on them as an extension of
• Own scheduling, huddles, and the on-call rotation for your shift; strategize against incoming

🎯 Requirements

• 4+ years of experience in customer support, with 3+ years managing people directly — ideally
• Proven ability to absorb new context quickly, operate independently, and run a high-performing team
• Experience leading a support team where AI is front-line to the support experience, not just a
• Support management experience within production accounting, production payroll, the entertainment
• Strong operational instincts — able to strategize against incoming volume, deploy resources
• Sound judgment handling complex or high-visibility escalations.

🎁 Benefits

• Unlimited Paid Time Off
• Work from anywhere in Canada and USA
• Health and Dental benefits
• Up to $1,500 USD/ $2,025 CAD towards IT set up for your home
• Up to 2% matching RRSP / 401K
• Learning and Development opportunities