Global Application Support Lead

Tetuan Valley; Calgary; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Variable compensation

Job summary

Enverus, a leading energy analytics SaaS company, is seeking a Manager of Application Support in Calgary to lead a global frontline team. You will drive customer success, mentor staff, and partner with Product, Engineering, and business units to improve processes and outcomes.

In this role you’ll monitor performance metrics, guide continuous improvement initiatives, and ensure high-quality support for energy software solutions.

Qualifications

• Bachelor’s degree preferred.
• 5+ years of customer support leadership experience in software/SaaS.
• Experience with CRM and ticketing platforms (Salesforce/JIRA) is a plus.

Responsibilities

• Lead, coach, and develop a global support team with performance discussions.
• Monitor service levels, customer satisfaction, quality, and productivity metrics.
• Analyze support trends to drive continuous improvement and decisions.
• Partner with Product, Engineering, and stakeholders to improve outcomes.
• Serve as escalation point for complex issues and ensure timely resolution.
• Develop and maintain support processes, docs, and best practices.
• Participate in strategic planning, budgeting, forecasting, and initiatives.
• Represent Support in cross-functional meetings and update the team.

Skills

Leadership

Customer focus

Data-driven decisions

Problem solving

Strategic planning

Process improvement

Communication

Stakeholder management

Technical troubleshooting

Adaptability

Education

Bachelor’s degree preferred

Tools

Salesforce

JIRA

Excel

Job description

Enverus, a leading energy analytics SaaS company, is seeking a Manager of Application Support in Calgary to lead a global frontline team. You will drive customer success, mentor staff, and partner with Product, Engineering, and business units to improve processes and outcomes.

In this role you’ll monitor performance metrics, guide continuous improvement initiatives, and ensure high-quality support for energy software solutions.