Customer Support Manager: Lead a High-Impact Global Team

EcoOnline; Toronto; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Generous Paid Time Off

Extended Parental Leave

Robust Health Coverage

Accelerated Learning Paths

Team Wellness Initiatives

Company-wide Events

Employee Resource Groups

Recognition awards

Job summary

EcoOnline, a global SaaS leader in workplace health, safety, and sustainability, is seeking a Customer Support Manager in Toronto to lead a high-performing team delivering timely, high-quality customer support. You will ensure service levels, escalations, and team guidance are aligned with our mission to protect people and the planet.

You will coach and develop team members, prioritize backlog, and collaborate with Product, Engineering and Customer Success to continuously improve the overall

Qualifications

• Proven expertise in effectively managing teams, providing strategic guidance and mentorship, establishing performance objectives.

Responsibilities

• Lead, coach and develop a capable support team with clear objectives and regular feedback.
• Oversee case prioritisation, backlog management, escalation handling and workload visibility.
• Work cross-functionally with Product, Engineering, Customer Success and Services to resolve customer issues.
• Provide data-driven insights to improve service delivery and customer experience.
• Manage high-priority issues with appropriate escalation and timely updates to customers.

Skills

Team leadership

Customer support

IT environment

Cross-functional collaboration

Job description

EcoOnline, a global SaaS leader in workplace health, safety, and sustainability, is seeking a Customer Support Manager in Toronto to lead a high-performing team delivering timely, high-quality customer support. You will ensure service levels, escalations, and team guidance are aligned with our mission to protect people and the planet.

You will coach and develop team members, prioritize backlog, and collaborate with Product, Engineering and Customer Success to continuously improve the overall