Manager, Customer Support

Quandri; Montreal; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading company in the insurance technology sector is seeking a Customer Support Manager to enhance their support operations. The role involves overseeing ticket management, leading a team, and implementing AI-driven solutions. The ideal candidate will have extensive experience in customer support and a passion for improving client experiences. Join a diverse team committed to excellence and customer satisfaction while enjoying competitive compensation and benefits.

Benefits

Employee stock options

Comprehensive health benefits

Four weeks of paid vacation

Qualifications

• 5+ years of experience in customer support.
• 3+ years in a leadership or management role.
• Experience implementing automation and AI tools.

Responsibilities

• Oversee ticket management and troubleshoot technical issues.
• Lead the creation of customer-facing help documentation.
• Identify opportunities to improve support processes.

Skills

Analytical skills

Technical troubleshooting

Communication

Organizational skills

Tools

AI tools

Automation tools

Job description

We’re Quandri, our mission is to unlock the world’s insurance data so brokerages and agencies can best serve their clients. Our Renewal Intelligence Platform is designed to help brokerages save time, increase profitability, and drive better outcomes for their staff, clients, and business.

We saw 3x ARR growth last year and have plans to continue to grow both revenue and our team this year. Named one of LinkedIn’s Top Canadian Startups in 2024, we have already made a big impact on the insurance industry. However, what matters most is making our customer’s lives better one renewal at a time. We want you to be a critical part of that journey! We’re a hybrid company, with ⅔ of our team in Vancouver and the rest distributed. For those in Vancouver, we have an office in Gastown that we expect people to be at three days a week. We understand both the advantages of some flexibility around personal lives, and the positive interpersonal effects of in-person collaboration.

Running a profitable personal lines book of business is harder than ever for insurance brokerages. Market conditions, rising costs, talent shortages, and staffing constraints are just some of the challenges that hinder profit margins, scalability, and exceptional client service. Trusted by 5 of Canada’s top 10 brokerages, Quandri is transforming the renewal process with AI-driven automation, enabling proactive workflows and delivering data-driven insights.

Today’s renewal process is often reactive, with brokers focusing on clients who request help rather than adopting a proactive, data-driven approach. Quandri is revolutionizing renewals by offering a platform that uses AI and automation to streamline operations. This allows brokerages to retain more business, enhance client and staff experiences, reduce E&O risk, and boost sales through upselling and cross-selling.

Looking to make an impact in your next role? How about transforming an entire industry? At Quandri, we’re unlocking new frontiers in insurance. To do that, we model our culture as a crew of interstellar astronauts. As Quandronauts, we’re committed to building a company that is diverse and multi-faceted. We’ve raised venture capital from top US and Canadian investors to help us achieve our mission, and are now scaling to achieve this.

What you’ll do:

• Oversee the ticket management process, ensuring effective investigation, troubleshooting, and diagnosing technical issues; effectively communicating solutions to customers in a clear and concise manner
• Balance your role as a player and coach: work alongside your team by spending time in the support cue and resolving tickets
• Lead the creation and maintenance of customer-facing help documentation, internal support guides, and training resources to enhance team efficiency and self-service capabilities
• Identify opportunities to improve the Support team's processes, aiming to drive greater efficiency and establish scalable workflows
• Set performance expectations, monitor KPIs, and drive accountability across the team
• Establish and maintain robust support workflows, timelines, and escalation procedures to ensure efficient handling and resolution of all customer tickets
• Act as the escalation point for incident response management or complex issues, guiding root cause analysis and ensuring timely and effective resolutions.
• Ensure that every interaction reflects our company values and leaves a positive impression
• Partner with Product and Engineering to surface customer feedback, identify product issues, and advocate for feature enhancements that improve the user experience
• Leverage ticket data and customer insights to identify trends, improve processes, and inform support strategies.
• Evaluate, deploy, and manage automation solutions and AI-based tools to enhance support workflows, reduce manual effort, and improve response quality and speed
• Mentor and coach support team members, providing feedback and career development guidance
• Hire and onboard new team members to support our growth trajectory
  
  
  
  
  

The right person for this role will have:

• 5+ years of experience in customer support
• 3+ years in a leadership or management role
• Have strong analytical and technical troubleshooting capabilities
• Are confident leading a team in a fast-paced, rapidly evolving environment
• Communicate clearly and empathetically—both with customers and internal stakeholders
• Bring a structured, organized approach to your work and manage multiple priorities with ease
• Have experience implementing or managing automation and AI tools within a support context
• Understand how to scale support operations through tooling, process, and team development
  
  
  
  
  

Bonus points if you have:

• Strong understanding of AI and automation technologies
• Have scaled an support function through a high growth environment between Series A - C stage companies
• Insurance tech experience
  
  
  
  
  

Our guiding principles:

• Customers at the core. We put the customer at the center of all we do. At a basic level, we believe business success comes down to talking to customers and building something they want. We don’t listen to customers and just take what they say blindly, but we think critically about it and build what they need. Customers are the core of everything we do, and our business exists to serve them. We prioritize their needs over all else within the company
• Move with urgency. There are times when we need to move slowly and deliberately, but we default to acting fast and with urgency. We slow down when necessary, but this should be a deliberate choice. Businesses become more lethargic as they grow, this principle is designed to fight this fact
• Be curious. We understand the world by being curious and asking why. We aren’t satisfied with surface level understanding, and seek a deeper understanding of why things are the way they are. Don’t take someone’s word for it or the answer “because that’s how we do it.” Understand why and dig deep
• Excellence in execution. We know that what separates good from great is a high level of execution. We commit ourselves to excellence in everything that we do, from delivering an amazing product to writing a great email
• Act like an owner. We’re all owners of the business and act like it. We follow through on commitments, own our results and think long-term
• Fight for simplicity. The law of increasing functional information states that systems evolve to become more complex over time. At Quandri, we believe there is sophistication in simplicity; as such, we intentionally fight for streamlined solutions and are committed to the uncomplicated
  
  
  
  
  

Compensation And Benefits

• Compensation range: $80K - $100K
• Employee stock options based on experience level
• Comprehensive health benefits, including Lifestyle Spending Account
• Four weeks of paid vacation per year
  
  
  
  
  

Quandri is dedicated to fostering a diverse and inclusive workplace. As an equal opportunity employer, Quandri adheres to Canadian labour laws and does not engage in discrimination based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other status protected under Canadian law.

Don’t let imposter syndrome stop you from applying. Great people sometimes don’t have the “right” experience. If you think that you’ll be amazing at this role then we encourage you to apply.