Manager, Customer Support

Jobgether; Canada; Remote; CAD 110,000 - 152,000; Full time

Benefits offered by this job

Remote work in Canada / US

Unlimited PTO

Health and dental coverage

Home office allowance

Retirement savings contributions

Internet and mobile support

Job summary

Jobgether, on behalf of a partner company, is seeking a Manager, Customer Support to lead a remote, Canada-based, multi‑channel team. You will oversee phone, email, live chat and SMS, ensuring excellent service and scalable processes.

You will coach specialists, handle complex escalations, and partner with Product, Engineering and Customer Success to optimize staffing, tooling and KPIs, while integrating AI-powered quality assurance to lift performance.

Qualifications

• Minimum 4 years in customer support with at least 3 in people management.
• Experience leading multi-channel support teams (phone, email, live chat, SMS).
• Proven ability to manage operations with AI-enabled tools.

Responsibilities

• Oversee daily customer support operations across phone, email, live chat, and SMS, maintaining staffing and high resolution standards.
• Coordinate shift handoffs to ensure consistent priorities and escalation management.
• Lead, coach and develop Customer Support Specialists with regular feedback and development plans.
• Manage team schedules, daily huddles, and on-call rotations using volume forecasts.
• Act as final escalation point for complex or high-priority issues with timely resolutions.
• Collaborate with leaders across Support, Customer Success, AI Ops, Product and Engineering to improve tools and workflows.
• Integrate AI tools into daily operations to boost productivity and coaching.
• Monitor and report team KPIs; use data to guide decisions and leadership communications.
• Lead AI-powered QA program to identify coaching needs and root causes.

Skills

People management

Multichannel support

Operational leadership

Coaching & development

KPI reporting

AI tools usage

Staffing & scheduling

Escalation management

Cross-functional collaboration

Data-driven decisions

Tools

Salesforce

Zoom

Claude

Notion

Google Workspace

Linear

Slack

Co-browsing

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Customer Support based in Canada.

We are seeking an experienced Customer Support Manager to lead a high-performing, multichannel support team in a fast-growing, technology-driven environment. In this hands-on leadership role, you will oversee daily operations across phone, email, live chat, and SMS, ensuring efficient service delivery and consistently excellent customer experiences. You will coach and develop Support Specialists, manage complex escalations, and optimize staffing and workflows to meet evolving customer needs. Working closely with teams across Customer Success, AI Operations, Product, and Engineering, you will drive continuous improvements in support processes and technology. You will also leverage AI-powered tools and quality assurance systems to enhance team performance, identify operational gaps, and scale support capabilities. This fully remote opportunity is ideal for a data-driven leader who combines operational excellence, sound judgment, and a passion for developing people.

Accountabilities

• Oversee daily customer support operations across phone, email, live chat, and SMS, maintaining appropriate staffing coverage, healthy support queues, and high standards of case resolution.
• Coordinate shift handoffs with fellow managers to ensure consistent priorities, seamless escalation management, and uninterrupted customer support throughout the day.
• Lead, coach, and develop Customer Support Specialists through regular one-on-one meetings, real-time feedback, performance reviews, and individualized development plans.
• Partner with senior Support Specialists, empowering them to provide day-to-day guidance and operational leadership while supporting their continued professional growth.
• Manage team schedules, daily huddles, and on-call rotations, using incoming support volume and demand forecasts to allocate resources effectively.
• Act as the final escalation point for complex, sensitive, or high-priority customer issues, providing informed recommendations and ensuring timely, customer-focused resolutions.
• Collaborate with leaders across Support, Customer Success, AI Operations, Product, and Engineering to address customer needs, resolve recurring issues, and improve support tools, routing, and workflows.
• Integrate AI tools into daily operations to improve productivity, and coach team members on their appropriate and effective use of AI agents.
• Monitor and report on team performance metrics and key performance indicators (KPIs), using data to identify trends, guide operational decisions, and communicate progress to leadership.
• Lead the team's AI-powered quality assurance program, using performance insights to identify coaching opportunities and distinguish individual development needs from product or tooling issues.
• Develop, document, and continuously improve standard operating procedures, support workflows, and routing logic to ensure consistency, efficiency, and scalability as customer demand grows.
• Balance hands-on problem-solving with effective delegation, ensuring the team operates independently while maintaining accountability for service quality and business outcomes.
• Identify opportunities to improve customer satisfaction, reduce resolution times, optimize resource utilization, and strengthen the overall support experience.

Requirements

• At least 4 years of experience in customer support, including a minimum of 3 years of direct people management experience.
• Demonstrated experience leading customer support teams across multiple live channels, ideally including phone, email, live chat, and SMS.
• Proven ability to independently manage daily operations, make sound decisions with minimal oversight, and lead high-performing teams in fast-paced or ambiguous environments.
• Experience managing customer support operations where AI plays a direct role in customer interactions, rather than functioning solely as a backend tool.
• Previous support management experience in production accounting, production payroll, entertainment, finance, SaaS, FinTech, or a related industry.
• Strong operational judgment, including the ability to forecast incoming support volume, allocate resources, manage schedules, and develop scalable workflows and standard operating procedures.
• Demonstrated ability to handle complex or high-visibility escalations with professionalism, empathy, and a solutions-oriented approach.
• Strong analytical and reporting skills, with experience monitoring team KPIs, interpreting performance trends, and communicating insights to leadership.
• Excellent written and verbal communication skills, with the ability to remain clear, compassionate, and composed under pressure.
• Proven coaching and performance management skills, including the ability to provide constructive feedback, develop team capabilities, and foster accountability.
• Experience using AI tools to improve operational efficiency, support quality assurance, and enhance team performance.
• Familiarity with customer support and collaboration tools such as Salesforce, Zoom or Zoom Contact Center, Claude, Notion, Google Workspace, Linear, Slack, and co-browsing technology.
• Strong organizational and problem-solving skills, with the ability to balance strategic planning, operational execution, and hands-on customer support when needed.
• A collaborative leadership style and the ability to build productive relationships across teams while maintaining consistent service standards.

Benefits

• Competitive compensation: Location-based annual salary range of CAD $110,000-$151,500 for candidates based in Canada, depending on experience and location.
• Fully remote work: Work from anywhere in Canada or the United States.
• Unlimited paid time off: Flexibility to take time away from work to rest and recharge.
• Health and dental coverage: Benefits designed to support employee well-being.
• Home office setup allowance: Up to US$1,500 or CAD $2,025 toward setting up your home workspace.
• Retirement savings contributions: Up to 2% matching through an RRSP or 401(k), depending on location and applicable plan provisions.
• Internet and mobile support: Up to US$50 or CAD $67.50 toward monthly internet or cellphone expenses.
• Learning and development: Opportunities to expand leadership capabilities, develop technical expertise, and pursue continued professional growth.
• Meaningful leadership impact: The opportunity to shape support operations, improve AI-enabled customer experiences, and influence processes in a growing technology business.
• Collaborative environment: Work alongside creative problem-solvers and cross-functional teams focused on improving products, processes, and customer outcomes.
• Inclusive workplace: Join an environment committed to respect, equal opportunity, and a workplace free from harassment and discrimination.

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.