Customer Support Manager
New
P
Practice BetterHealth Wellness SaaS
Remote - CanadaFull-TimeManager
Salary100,000 - 115,000 CAD per year
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Job Details
- Experience
- 2+ years of relevant experience in Customer Support within a B2B SaaS environment
- Required Skills
- Cross-functional collaborationChange ManagementHubSpotZendesk
Requirements
- 2+ years of experience in Customer Support within a B2B SaaS environment.
- Proven people-first leadership mindset.
- Strong emotional intelligence and communication skills.
- Ability to lead teams through operational change.
- Analytical and adaptable mindset.
- Strong sense of ownership and accountability.
- Experience with Zendesk, Ada chatbot, Slack, HubSpot, Guru, Notion, Sigma, and Google Suite.
Responsibilities
- Lead, coach, and develop the Customer Support team through hiring, training, regular 1:1s, clear feedback, and performance management.
- Foster a culture of psychological safety, trust, and empathy.
- Guide the team through operational change and process improvements.
- Manage daily support queue operations, including specialized queues.
- Handle complex or escalated customer issues.
- Develop and implement Customer Support policies, procedures, and standards.
- Monitor and analyze performance metrics using Zendesk and Sigma to drive data-informed improvements.
- Collaborate with Marketing and Product departments to improve the end-to-end customer experience.
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