Manager, Customer Experience

Dealer-FX; Markham; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

A leading company in automotive service solutions is seeking a Manager, Customer Experience to lead their Customer Experience team. This role focuses on scaling technical support operations, improving communication channels, and driving product-led support strategies. Ideal candidates will have experience in support leadership, collaboration with product teams, and a passion for enhancing customer service.

Benefits

Competitive compensation packages

Flexible work schedule for work-life balance

Comprehensive Training and Development support

Group health and dental benefits

Employee Assistance Program

3 weeks of paid vacation

Cool company events and team building

Qualifications

• 3–5+ years in support leadership roles (customer or technical).
• Experience managing SLAs, CSAT, and high-volume support teams.
• Proficient in Zendesk or similar platforms.

Responsibilities

• Lead the Customer Experience team across chat, phone, email, and in-app channels.
• Drive improvements in Zendesk workflows, automation, and reporting.
• Coach and develop team members through regular 1:1s and training.

Skills

Collaboration

Leadership

Communication

Data Analysis

Tools

Zendesk

Job description

Position Summary

Since 2007, Dealer-FX has transformed how automotive retailers manage their service operations and interact with consumers. Through advanced data integrations and mobile technology, Dealer-FX streamlines processes and communication for automotive service departments while delivering convenience, transparency, and trust to consumers. Dealer-FX is a wholly owned subsidiary of Snap-on Incorporated (NYSE: SNA), which acquired Dealer-FX in 2021.

Dealer-FX has been serving automotive OEMs and dealerships for almost a decade. Dealer-FX is transforming how millions of consumers interact with automotive brands and their retailers. Our platform uses advanced data analysis and mobile applications to deliver convenience, transparency, and trust to consumers and increase efficiency, profitability, retention, and brand loyalty to OEMs and dealers.

At Dealer-FX, we put our users first. The automotive service industry is evolving rapidly, and we’re building a Customer Experience team that reflects the same speed and innovation. We’re looking for a Manager, Customer Experience who is passionate about service quality, process improvement, and coaching high-performing teams — but also excited to partner deeply with Product to shape the future of our support experience.

This role is more than a traditional support management role. You’ll play a central part in our product-led support strategy, helping to drive innovation by tightly connecting customer feedback, support data, and frontline insights directly into product planning and development. Your team won’t just close tickets — they’ll help define how we improve and scale the customer experience across all channels.

Responsibilities

The ideal candidate brings experience in scaling technical support operations, driving accountability, and building empowered teams that influence product direction while delivering measurable service outcomes.

• Lead the Customer Experience team across chat, phone, email and in-app channels.
• Oversee queue performance, SLAs, scheduling, and escalation management.
• Partner with Product and Engineering to relay feedback and resolve issues.
• Identify support trends and convert them into actionable product insights.
• Drive improvements in Zendesk workflows, automation, and reporting.
• Coach and develop team members through regular 1:1s and training.
• Lead onboarding and performance programs for new and existing staff.
• Advance our productized support model through process and tooling evolution.

Qualifications

Minimum qualifications:

• 3–5+ years in support leadership roles (customer or technical).
• Experience managing SLAs, CSAT, and high-volume support teams.
• Strong collaboration skills with cross-functional product teams.
• Proficient in Zendesk or similar platforms.
• Clear, confident communicator and coach.

Preferred qualifications:

• Automotive industry or dealership technology experience.
• Background in SaaS or product-led support environments.
• Experience using support data to influence strategy or product development.

What’s in it for you?

• Vast opportunities for growth
• Competitive compensation packages
• A flexible work schedule for work-life balance
• Comprehensive Training and Development support
• Group health and dental benefits
• Employee Assistance Program
• 3 weeks of paid vacation
• Cool company events and team building

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