Senior Manager, Customer Support
Hybrid - Toronto or Remote - USFull-TimeManager
Salary$110,000 - $125,000 USD or $90,000 CAD - $110,000 CAD
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Job Details
- Experience
- 5+ years in technical support, 3+ years managing/leading teams
- Required Skills
- LeadershipArtificial IntelligenceTechnical supportCustomer supportSaaSZendesk
Requirements
- 5+ years of experience working in technical support, specifically within a B2B SaaS environment.
- 3+ years of experience successfully managing, leading, or mentoring a technical support or customer-facing team.
- Deep, hands-on experience using and administering Zendesk (ticketing, reporting, and workflows) or similar tools.
- Experience managing leaders & individual contributors.
- Strong troubleshooting and analytical skills, with the ability to translate complex technical jargon into clear, actionable steps for non-technical users.
- Experience implementing AI tooling & automation throughout a Support organization.
- Preferred: Experience working within a financial technology (FinTech) SaaS company.
- Preferred: Post-secondary degree/background in Finance or Accounting.
Responsibilities
- Lead, mentor, and scale a high-performing technical support team, fostering a culture of accountability, continuous learning, and customer empathy.
- Oversee daily support operations, managing ticket queues, escalations, and ensuring adherence to established SLAs and quality standards.
- Administer and optimize our Zendesk instance, including triggers, automations, macros, and reporting dashboards to drive operational efficiency.
- Act as the primary escalation point for complex technical issues, collaborating closely with Engineering and Product teams to diagnose, track, and resolve software bugs.
- Analyze support metrics and KPIs (including but not limited to TTR, FTR, Deflection Rate, CSAT) to identify trends, pinpointing product friction points or training gaps to improve the overall customer experience.
- Develop and maintain internal documentation, knowledge base articles, and standard operating procedures for the technical support team.
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