Customer Support Manager

PureFacts Financial Solutions Inc.; Toronto; On-site; CAD 90,000 - 130,000; Full time

Job summary

PureFacts Financial Solutions Inc. is seeking a Customer Support Manager in Toronto to lead the day-to-day operations of the Customer Support team, delivering exceptional service and consistent customer experience across the PureFacts Compensation Applications portfolio.

You will coach and develop a high-performing team, oversee ticket queues and escalations (including overnight), monitor SLA performance, and partner with Product, Engineering, Professional Services, and Customer Success to drive

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.

Responsibilities

• Lead, coach, mentor, and develop a team of Customer Support Analysts.
• Oversee daily support operations, SLA performance, and escalations.
• Coordinate with Product, Engineering, and Customer Success to resolve issues.
• Improve support processes and knowledge base through data insights.
• Foster a collaborative, customer-focused culture across the team.

Skills

Customer support

Team leadership

SaaS experience

Communication

Analytics

Tools

SQL

Cloud-based apps

Job description

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

• 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
• 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
• DevOps
• Professional Services
• Customer Success
• Information Technology
• Security

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

• 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:

• Customer Satisfaction (CSAT)
• Team engagement and retention
• Operational efficiency
• Knowledge sharing and documentation quality