Manager, Customer Support

📋 Description

• Lead a team of Solutions Analysts to deliver world-class customer service.
• Oversee day-to-day operations, coaching, mentoring, and process improvements.
• Manage cross-functional issues, escalation, and change in operating procedures.
• Collaborate with Product, SaaS Ops, and internal teams on issue management.
• Drive customer satisfaction and performance through coaching and best practices.

🎯 Requirements

• 4+ years in a Customer Support environment with 3+ years in leadership/management.
• Post-secondary degree or diploma.
• Ability to manage in a fast-paced environment and communicate clearly.
• Experience in coaching, mentoring, and developing teams; strong in risk identification and action.
• Exposure to AI tools is a plus (e.g., AI to enhance work content and user experience).
• Bonus: Knowledge-Centered Support (KCS), M365 Copilot, and Work Force Management (WFM) experience.

🎁 Benefits

• Benefits starting from Day 1.
• Retirement plan matching.
• Flexible paid time off and wellness resources.
• Parental and caregiver leaves; fertility and adoption support.
• Continuous development and employee assistance programs.