Customer Support Manager
$100,000–$120,000 year
On-siteToronto, Ontario, Canada
Job Summary
Lead, coach, and develop a team of Customer Support Analysts by conducting regular one-on-ones, managing hiring and onboarding, and balancing workloads across support shifts. Oversee daily operations, monitor SLA performance, and directly handle escalations including overnight issues to ensure timely resolution. Coordinate production readiness, onboarding, and release validation activities with Product, Engineering, DevOps, and Customer Success to deliver seamless customer experiences. Identify recurring issues, drive operational improvements, and leverage data to enhance team performance and support processes.
Required Qualifications
- 5+ years supporting enterprise SaaS or enterprise software applications
- 3+ years leading technical or customer support teams
- Experience managing customer escalations and SLA-driven support environments
- Strong communication, coaching, and organizational skills
- Experience collaborating with Product, Engineering, Professional Services, and Customer Success
- Strong analytical and problem-solving skills
- Ability to manage multiple priorities in a fast-paced environment
Desired Qualifications
- Financial Services or Wealth Management experience
- SQL troubleshooting experience
- Experience supporting cloud-based applications
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