Customer Support Manager - NAM

EcoOnline; Toronto; Hybrid; CAD 85,000 - 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 is seeking a Customer Support Manager in Toronto to lead the Customer Support team, ensuring timely, high-quality responses and effective escalation handling. You will guide performance, manage backlogs, and collaborate with Product, Engineering and Customer Success to enhance the support experience.

The role requires 3+ years in customer support with team leadership, experience in IT environments, and strong organizational skills to manage demanding workloads in a hybrid setting.

Qualifications

• Proven expertise in effectively leading and developing a customer support team.
• 3+ years in customer support, with team leadership experience.
• Ability to manage high-pressure situations and deliver timely resolutions.
• Strong organisational and prioritisation skills to balance competing requests.
• Experience in IT environments and understanding of software systems.

Responsibilities

• Deliver consistent customer support performance against service levels and quality standards.
• Lead, coach and develop a capable support team with clear objectives and regular feedback.
• Oversee case prioritisation, backlog management, escalation handling and workload visibility.
• Use data, reporting and feedback to identify trends and drive improvements.
• Collaborate with Product, Engineering, Customer Success and Services to improve support experience.
• Handle complex or high-priority issues, coordinating with internal teams to remove blockers.

Skills

Team leadership

Performance management

Customer support

Prioritisation & workload management

Cross-functional collaboration

Tools

CRM software

Data analysis

Job description

Want to be a part of a company that’s making a difference?

We’re a growing global tech company, with huge potential for curious and caring minds, committed to each other, to deliversolutions that protect people and the planet for future generations. Our team of experts are focused on creating meaningful impact and making a real difference for our customers.

Impact: A strong connection to our mission through product, customer and impact is essential. We protect people and the planet by helping businesses mitigate risks and create safer, healthier workplaces.

Innovation: Trusted by over 11,000 customers, you’ll have the chance to work with industry experts and thought leaders, dedicated to driving positive change. We believe in fostering a trusting environment that empowers our team to grow, innovate, and succeed.

Growth: Connect commercial growth to personal growth opportunities. Benefit from a wide range of learning opportunities for ambitious professionals seeking development in a rapidly expanding sector.

We're on a mission to protect people and the planet by building and deploying transformative software. We need everyone's energy and commitment, regardless of region or rank, to make that mission a reality for millions more customers.

Our culture code, a set of principles that underpins our values, is our commitment to each other and workingbetter together.

Join EcoOnline and be part of a mission dedicated to driving positive change. Read on to learn more about the opportunity and how you can have a positive impact!

About the Role

As a Customer Support Manager within our Customer Support team at EcoOnline, you will lead a team responsible for delivering timely, high-quality customer support. You will ensure customer issues are prioritised effectively, escalations are managed appropriately, service levels are monitored, and the team has the guidance, tools and knowledge needed to succeed.

Key Responsibilities:

• Deliver consistent customer support performance against agreed service levels, quality expectations and customer experience standards.
• Lead, coach and develop a capable support team, ensuring clear objectives, regular feedback, effective performance management and strong team engagement.
• Oversee case prioritisation, backlog management, escalation handling and workload visibility to ensure customer issues progress in a timely and appropriate way.
• Use support data, reporting and customer feedback to identify trends, improve team performance and drive practical service improvements.
• Work cross-functionally with Product, Engineering, Customer Success and Services to resolve customer issues, share insight and improve the overall support experience.
• Support the team with complex, sensitive or high-priority customer issues, ensuring escalations are assessed, communicated and progressed appropriately. Work with internal teams to remove blockers and ensure customers receive clear and timely updates.

What we're looking for:

• Proven expertise in effectively managing teams, providing strategic guidance and mentorship, establishing performance objectives, and conducting comprehensive performance evaluations.
• 3+ Years of Customer Support Experience, including experience in a team lead or people management role.
• Having prior experience working in an IT environment and possessing knowledge of software systems, showcasing an understanding of technical aspects relevant to the role.
• Demonstrating the capacity to perform effectively and maintain composure in high-pressure situations, ensuring timely and efficient resolution of customer issues.
• Exhibiting the capability to manage one's own workload efficiently while providing support to others in effectively managing their tasks, demonstrating strong organisational and prioritisation skills.

Our Benefits:

We offer a variety of global benefits which are listed below! Please note a country-specific breakdown will be provided during your interview process.

• Generous Paid Time Off
• Extended Parental Leave
• Robust Health Coverage
• Accelerated Learning Paths
• Team Wellness Initiatives
• Company-wide Events
• Employee Resource Groups
• Recognition awards

EcoOnline is proud to be an equal-opportunityemployer. We celebrate diversity and are committed to creating an inclusive environment where everyone feels safe and empowered to be themselves. Our Talent Acquisition team reviews all applications and believes in the potential of individuals who may not meet all the specific requirements but demonstrate the attitude, alignment with our values and drive to succeed.

We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need any assistance due to a disability, please speak to your talent acquisition partner.

This job posting is for an existing vacancy.

While EcoOnline may occasionally partner with professional recruitment agencies, we will never ask or require candidates to pay for CV writing, career coaching, recruitment services or any part of our hiring process.

If you are contacted by someone claiming to represent EcoOnline and are unsure whether the opportunity is legitimate, please exercise caution and verify the communication through our official careers page or by contacting us directly.

At EcoOnline, we may use AI-assisted note-taking technology during interviews to help capture key discussion points accurately and allow interviewers to focus on the conversation. AI is used only as an administrative support tool. All candidate assessments and hiring decisions are made by trained recruiters and hiring managers. We are committed to handling personal information responsibly and in line with applicable privacy regulations.

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