Customer Support Manager

PureFacts Financial Solutions; Toronto; On-site; CAD 85,000 - 125,000; Full time

Job summary

PureFacts Financial Solutions is seeking a Customer Support Manager to lead the day-to-day operations of the Customer Support team, driving service quality and a consistent customer experience. You will coach a high-performing team, oversee escalations, monitor SLAs, and partner with Product, Engineering and Customer Success to continuously improve support processes.

This role requires strong communication, analytical skills, and the ability to manage multiple priorities in a fast-paced

Qualifications

• 5+ years supporting enterprise SaaS or enterprise software applications.
• 3+ years leading technical or customer support teams.
• Experience managing customer escalations and SLA-driven support environments.
• Strong communication, coaching, and organizational skills.
• Experience collaborating with Product, Engineering, Professional Services, and Customer Success.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead, coach, mentor, and develop a team of Customer Support Analysts (including one overnight Analyst).
• Oversee daily support operations and ticket queues, including escalations as needed (including overnight escalations).
• Monitor SLA performance, backlog health, response times, and customer satisfaction.
• Coordinate timely resolution of customer escalations with internal teams.
• Ensure proactive, consistent customer communication throughout the support lifecycle.
• Identify recurring issues and drive operational improvements.
• Partner with cross-functional teams to resolve issues and deliver an exceptional customer experience.

Skills

Enterprise SaaS

Leadership

SLA management

Communication

Analytical thinking

Prioritization

Cross-functional collaboration

Job description

About the role

The Customer Support Manager is responsible for leading the day-to-day operations of the Customer Support team, ensuring exceptional service delivery, operational excellence, and a consistent customer experience across the PureFacts Compensation Applications portfolio.

This role focuses on coaching and developing a high-performing team, managing customer support operations, driving service quality, and partnering with cross-functional teams to resolve customer issues efficiently. The Customer Support Manager serves as the operational leader for the support organization, ensuring customers receive timely, professional, and proactive support while continuously improving team performance and support processes.

What you’ll do

Team Leadership & Development

• Lead, coach, mentor, and develop a team of Customer Support Analysts (including one overnight Analyst)
• Conduct regular one-on-one meetings, performance reviews, and career development discussions.
• Support hiring, onboarding, and training of new team members.
• Foster a collaborative, accountable, and customer-focused culture.
• Balance workloads and ensure appropriate coverage across support shifts.
• Promote knowledge sharing and continuous learning within the team.

Customer Support Operations

• Oversee daily support operations and ticket queues, directly handling escalations as needed (including overnight escalations).
• Monitor SLA performance, backlog health, response times, and customer satisfaction.
• Manage customer escalations and coordinate timely resolution with internal teams.
• Ensure consistent and proactive customer communication throughout the support lifecycle.
• Identify recurring issues and drive operational improvements.
• Monitor operational metrics and use data to improve team performance.

Customer Experience

• Build trusted relationships with customers through professionalism, responsiveness, and transparency.
• Participate in customer operational reviews and escalation meetings as needed.
• Partner with Customer Success Managers to provide a seamless customer experience.
• Advocate for customer operational needs while maintaining alignment with company processes and priorities.

Operational Coordination

Coordinate customer operational activities including:

• Production readiness activities
• Customer onboarding support
• Environment readiness coordination
• Release readiness validation
• Customer testing coordination
• Operational risk identification
• Follow-up and issue tracking

Partner with Product, Engineering, DevOps, Professional Services, and Customer Success to ensure operational activities are completed successfully.

Note: The Customer Support Manager coordinates these activities but is not responsible for implementation or project ownership.

Cross-Functional Collaboration

Work closely with:

• Product Management
• Engineering
• DevOps
• Professional Services
• Customer Success
• Information Technology
• Security

to resolve customer issues, improve support processes, and deliver an exceptional customer experience.

Continuous Improvement

• Identify opportunities to improve support processes and customer experience.
• Contribute to knowledge base improvements and internal documentation.
• Support adoption of new tools, automation, and AI-enabled workflows that improve support efficiency.
• Recommend operational improvements based on customer feedback and support trends.

Qualifications

• 5+ years supporting enterprise SaaS or enterprise software applications.
• 3+ years leading technical or customer support teams.
• Experience managing customer escalations and SLA-driven support environments.
• Strong communication, coaching, and organizational skills.
• Experience collaborating with Product, Engineering, Professional Services, and Customer Success.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred

• Financial Services or Wealth Management experience.
• SQL troubleshooting experience.
• Experience supporting cloud-based applications.

Success Measures

The Customer Support Manager will be measured by:

• SLA attainment
• Customer Satisfaction (CSAT)
• Ticket backlog health
• Escalation management
• Team engagement and retention
• Analyst development
• Operational efficiency
• Knowledge sharing and documentation quality
• Continuous improvement initiatives
• Cross-functional collaboration