Senior Customer Support Manager
HybridToronto, Ontario, Canada
Job Summary
Design an efficient, empathetic customer support experience that scales across B2B and D2C channels. Build the operational foundation including workflows, knowledge management, service standards, and escalation paths. Recruit, onboard, and develop a high-performing team while owning key metrics like satisfaction and response times. Act as the primary escalation point for complex issues and partner with Product, Engineering, and Sales to surface insights and remove journey friction. Select, implement, and optimize tools and automations for team efficiency. Create reporting dashboards that provide leadership visibility into trends and performance.
Required Qualifications
- 5+ years of customer support experience
- at least 2 years in a management or team lead role
- Experience supporting both B2C and B2B customers
- ideally at a hardware or SaaS company
- A track record of building support processes and teams in an early-stage or scaling environment
- Hands-on experience with Zendesk, Intercom, or a comparable support platform
- A strong data orientation
- A clear, calm communicator
- high ownership
- low ego
- Comfortable with ambiguity
- able to move without a playbook
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