Senior Manager, Customer Support - SaaS Government Agencies
CanadaFull-TimeManager
Salary126000 - 135000 CAD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- SalesforceZendesk
Requirements
- 5+ years of experience in a post-sales technical leadership role within a SaaS environment (Customer Support, Technical Support, or similar)
- Proven experience managing support teams through periods of growth, transformation, or operational scaling
- Strong background in enterprise SaaS environments with complex, highly configurable customer systems
- 3+ years of experience in incident management, escalation leadership, or production support operations
- Hands-on experience applying AI in support workflows, including AI agents, LLM tools, or automation in customer service environments
- Experience implementing KCS (Knowledge-Centered Service) methodologies and building scalable knowledge programs
- Strong analytical skills with experience managing metrics such as SLA performance, CSAT, backlog, and resolution times
- Demonstrated ability to lead cross-functional escalation efforts across Engineering, Product, Sales, and Customer Success
- Excellent communication skills with the ability to engage both technical and non-technical stakeholders
- Strong people leadership skills, including coaching, performance management, and team development
Responsibilities
- Lead, coach, and develop a high-performing team of Support Analysts, fostering a culture of accountability, trust, and continuous growth
- Define and execute the support strategy, balancing operational execution, escalation management, and long-term functional development
- Own escalation and incident response processes, ensuring timely resolution of high-priority issues and clear cross-functional coordination
- Act as a key escalation point for complex customer issues, including high-visibility incidents and production events
- Drive the evolution of AI-powered support operations, including AI agents, prompt workflows, and tool integration strategies
- Oversee premium support programs, ensuring SLA adherence, proactive engagement, and consistent enterprise customer experiences
- Build and scale knowledge management systems using KCS practices and AI-assisted content generation to improve self-service capabilities
- Develop and maintain support performance metrics, dashboards, and executive reporting to guide strategic decisions
- Partner cross-functionally with Product, Engineering, Customer Success, and Professional Services to improve customer outcomes and platform reliability
- Manage onboarding, training, and career development programs to build a strong internal talent pipeline within Support
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