Client Support Manager

Employment Innovations; Canada; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading employment solutions provider is seeking a Manager, Client Support to oversee daily operations, ensuring client satisfaction. The ideal candidate will have experience in leading support teams in a SaaS environment, strong coaching abilities, and a data-driven mindset. This remote role offers a flexible environment and the opportunity to work with innovative tools while driving significant impact.

Benefits

Flexible remote work

Employee share options

Generous parental leave policy

Subsidized egg freezing

Work from home office expense budget

Learning & development opportunities

Qualifications

• At least 3 years leading and building support teams in a SaaS environment.
• Experience in coaching and developing team members.
• Ability to measure impact and track progress using operational metrics.

Responsibilities

• Oversee daily operations to ensure client satisfaction.
• Ensure effective team efficiency through coaching and performance management.
• Drive client satisfaction by reducing response times and resolving issues.

Skills

SaaS team leadership

Coaching

Data analysis

Client service

Tech-savviness

Problem-solving

Tools

Ticketing software

WFM tooling

Reporting tools

Job description

Who we are

Employment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution.

Since our inception in 2014, we’ve scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees.

The EH Way

At Employment Hero, we’re proud of our unique DNA, which we call The EH Way.

1. We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our Mission
2. We are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomy
3. We are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it’s a fundamental part of how we operate, innovate, and scale
4. We are Apolitical - we do not take a position on political or social topics, unless it relates to our Mission
5. We Live by Our Values - we role model our values 100% of the time

We Expect High Performance - we set a high standard and we’re not satisfied with being average

This role

As our Manager, Client Support you’ll be instrumental in overseeing daily operations to ensure clients get fast, accurate communication, team building and development, client satisfaction and will work directly with our Director of Client Support on strategy.

Your key focus areas will be

• Daily Ops: Overseeing daily operations to ensure clients get fast, accurate answers for both our incredible platforms. This includes balancing volume against capacity, monitoring and reporting on SLOs and other KPIs, and addressing urgent matters as they arise.
• Team Building and Development: Ensuring effective team efficiency through consistent coaching, performance management, QA, and process adherence. Hiring and training new talent as required.
• Drive client satisfaction: Reduce response times, resolve pain points, and level up our service culture in keeping with company objectives.
• Partner up on Strategy: work directly with the Director of Client Support on strategy, structure, and team development.
• Push forward: contribute operational horsepower to strategic projects across the business.

Who you are

To thrive at Employment Hero, you’ll need to embody The EH Way - operating with focus, agility, and an obsession with impact. For this role, you’ll also bring

• A builder: you’ve spent at least 3 years leading and building support teams in a SaaS environment and thrive in busy and scaling teams.
• A coach: you’ve managed directly and through others and love helping your team unlock their potential while developing their skills. You have a good sense of what will motivate different types of people.
• Data-driven: you measure impact, track progress, and make decisions with numbers. Your understanding of operational metrics helps you drive smart decisions and future investments.
• Client-obsessed: you care deeply about clients and want what’s best for them. It’s easy for you to lead with empathy whether it’s a client or a team member.
• Tech-savvy: You pick up technology quickly and are familiar with the tools of the trade such as ticketing software, WFM tooling, reporting tools and more
• Problem-solver: You thrive on solving problems, and the hairier the better. When faced with an uncertain path, you’re able to work through

What we can offer

At Employment Hero, we don’t just talk about a better way to work - we live it. Joining Employment Hero means

• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies
• You’ll also have access to a wide range of benefits that includes - a very generous parental leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities

At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here employmenthero.com/legals/applicant-policy/

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.