Manager, Customer Support

📋 Description

• Oversee daily customer support operations across phone, email, live chat, and SMS, maintaining
• Coordinate shift handoffs with fellow managers to ensure consistent priorities, seamless escalation
• Lead, coach, and develop Customer Support Specialists through regular one-on-one meetings
• Partner with senior Support Specialists, empowering them to provide day-to-day guidance and
• Manage team schedules, daily huddles, and on-call rotations, using incoming support volume and
• Act as the final escalation point for complex, sensitive, or high-priority customer issues

🎯 Requirements

• At least 4 years of experience in customer support, including a minimum of 3 years of direct people
• Demonstrated experience leading customer support teams across multiple live channels, ideally
• Proven ability to independently manage daily operations, make sound decisions with minimal
• Experience managing customer support operations where AI plays a direct role in customer
• Previous support management experience in production accounting, production payroll, entertainment
• Strong operational judgment, including the ability to forecast incoming support volume, allocate

🎁 Benefits

• Competitive compensation: Location-based annual salary range of CAD $110,000–$151,500 for
• Fully remote work: Work from anywhere in Canada or the United States.
• Unlimited paid time off: Flexibility to take time away from work to rest and recharge.
• Health and dental coverage: Benefits designed to support employee well-being.
• Home office setup allowance: Up to US$1,500 or CAD $2,025 toward setting up your home workspace.
• Retirement savings contributions: Up to 2% matching through an RRSP or 401(k), depending on