Customer Support Manager

purefacts_jobs; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

PureFacts Financial Solutions is hiring a Customer Support Manager to lead a dedicated support team, drive service quality, and ensure a consistent customer experience across its compensation applications. The role focuses on coaching, operational excellence, and cross-functional partnerships to resolve issues efficiently.

You will oversee daily ticket queues, monitor SLA metrics, and advocate for improvements while maintaining proactive customer communication and high CSAT throughout the

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, and develop a team of Customer Support Analysts, including an overnight Analyst.
• Oversee daily support operations, monitor SLA performance, and manage escalations.
• Build trusted customer relationships through professional, proactive communications.
• Coordinate production readiness, onboarding, and release readiness activities.
• Collaborate with Product, Engineering, DevOps, and Customer Success to resolve issues and improve processes.
• Drive continuous improvement initiatives based on customer feedback and trends.

Skills

Enterprise SaaS experience

Team leadership

SLA management & escalations

Communication

Cross-functional collaboration

Analytical thinking

Multitasking

SQL troubleshooting

Tools

SQL

Job description

About PureFacts Financial Solutions

PureFacts is the leader in the Revenue Performance Management category for wealth and asset management firms. The PureRevenue™ Platform helps organizations maximize revenue potential by connecting pricing, billing, compensation, advisor behavior, and AI-powered intelligence within a single Revenue Book of Record. By transforming fragmented revenue processes into a coordinated growth system, firms gain greater visibility, stronger pricing discipline, improved revenue capture, and more effective advisor alignment. The result is faster organic growth, improved profitability, and increased enterprise value. For more than 25 years, PureFacts has helped leading financial institutions turn revenue from an operational process into a strategic advantage.

At PureFacts, we are building an AI-native platform and company. We embed AI, intelligent automation, and agentic workflows across our products and operations to detect anomalies, surface insights, streamline repetitive work, and support faster, better decision-making. In a highly regulated industry, we believe AI must be practical, governed, and auditable—amplifying human expertise while helping our teams and clients focus on higher-value, strategic work.

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

Use of AI in our Hiring Process:

We are committed to a fair and transparent hiring process. As part of our recruitment practices, we may use artificial intelligence (AI)–based tools. Our tool is designed to assess role-related qualifications in a consistent way and is always used together with human review and decision-making. If you have any questions or concerns about the use of AI in our hiring process, or if you would prefer an alternative assessment method, please let us know and we will be happy to accommodate.