Global SaaS Support Leader - Customer Success & Ops

Tetuan Valley; Calgary; Presencial; CAD 90 000 - 120 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Variable compensation

Resumo da oferta

Enverus is seeking a Manager, Application Support in Calgary to lead a frontline global support team for our oil and gas software solutions. You will drive customer success, coach staff, and partner with Product, Engineering, and business teams to improve processes.

The role emphasizes leadership, analytics, and cross-functional collaboration to ensure a world-class support experience for customers in a fast-paced energy tech environment.

Qualificações

• Bachelor's degree preferred.
• 5+ years of customer support leadership experience in software/SaaS.
• Strong analytical skills and Excel proficiency.
• Experience with Salesforce, JIRA or similar CRM/ticketing platforms.
• Experience with energy/oil and gas software is a plus.

Responsabilidades

• Lead, coach, and develop a global support team through mentoring and performance management.
• Monitor service levels, customer satisfaction, and productivity metrics.
• Analyze support trends to identify continuous improvement opportunities.
• Collaborate with Product, Engineering, and stakeholders to improve outcomes.
• Serve as escalation point for complex issues and ensure timely resolution.
• Maintain support processes, documentation, and best practices.
• Participate in strategic planning, budgeting, and forecasting.
• Represent Support in cross-functional meetings and communicate updates.

Conhecimentos

Leadership

Customer focus

Data-driven

Problem solving

Strategic planning

Process improvement

Communication

Technical aptitude

Adaptability

Software industry experience

Formação académica

Bachelor's degree preferred

Ferramentas

Salesforce

JIRA

CRM software

Descrição da oferta de emprego

Enverus is seeking a Manager, Application Support in Calgary to lead a frontline global support team for our oil and gas software solutions. You will drive customer success, coach staff, and partner with Product, Engineering, and business teams to improve processes.

The role emphasizes leadership, analytics, and cross-functional collaboration to ensure a world-class support experience for customers in a fast-paced energy tech environment.