Manager, Customer Support

Ontario Trillium Foundation; Toronto; On-site; CAD 99,000 - 133,000; Full time

Job summary

Ontario Trillium Foundation in Toronto, ON, is seeking a Manager, Customer Support to lead the Granting Operations Support Centre, ensuring accurate, clear delivery of stream information and an outstanding customer experience.

The role oversees a team of Program Administrators, analyzes daily metrics, guides policy interpretation, and partners across the organization to operationalize the Foundation’s business plan.

Qualifications

• Post-secondary degree in a relevant discipline.
• Five to seven years’ progressive and relevant experience or an acceptable equivalent in education and experience, including supervisory, Call Center and customer service experience.
• Experience with CRM.
• Experience working within a high-performance culture.
• Experience handling unpredictable and tricky customer calls.
• Experience building and managing teams in a dynamic environment.
• Experience managing a geographically disbursed team.
• Experience with decision-making and managing change.
• Knowledge of/experience with the diversity of OTF’s clientele and stakeholder groups.
• Bilingualism English/French is an asset.

Responsibilities

• Lead cross‑department delivery of stream, process and policy information with high customer service.
• Oversee daily Support Centre metrics to optimize resource planning.
• Guide policy interpretation and handle escalated program inquiries.
• Collaborate on department direction and planning.
• Develop and implement strategies for excellent customer service including webinars.
• Provide strategic advice to the Director on customer service trends.
• Manage changes on an ongoing basis.
• Contribute to internal and corporate reporting.

Skills

Customer service management

CRM software

Team leadership

Policy interpretation

Stakeholder engagement

Education

Post-secondary degree in a relevant discipline

Tools

CRM software

Job description

Position Type: Full-time - Existing Vacancy

Salary Range: $99,782 - $133,042

Duration: Permanent

Application Deadline: October 23, 2026

Recognized as one of Canada’s Most Admired Corporate Cultures, the Ontario Trillium Foundation is also one of Canada’s largest granting foundation and an agency of the Government of Ontario.With a budget of over $100 million,the Ontario Trillium Foundation (OTF)awards grants to some700 projects every year to build healthy and vibrant Ontariocommunities.

Reporting to the Director, Granting Operations, the Manager, Customer Support, oversees outstanding customer service in delivery of OTF’s Granting programs. Considering internal and external stakeholders the Manager is responsible for having a sound understanding of stream guidelines and granting policies, processes and procedures. Ensuring effective and efficient standards are met is key to this role, as is, oversight to providing granting information in a clear, concise, and transparent manner.

Oversight includes full responsibility for the OTF Support Centre including oversight of its general functionality and a team of customer-facing Program Administrators. The Manager will work collaboratively to deliver granting streams and to operationalize the OTF Business Plan.

What Can I Expect to do in this Role?

Leads collaboratively within the department and across the organization to ensure accurate and clear delivery of stream, process, and policy information in proactive and reactive situations and to deliver a high level of customer service

Oversees and analyzes daily Support Centre metrics to ensure effective resource planning and to maximize the productivity of all available support center resources

Guides policy interpretation, from time to time handling escalated program enquiries, and ensuring that staff implement granting procedures consistently and in accordance with the established policies

Collaborates on department direction and planning

Develops and implements strategies for ensuring excellent customer service including timely delivery of regular support webinars

Understands business risk and puts in place sustainable measures to mitigate identified concerns while ensuring accountable and accessible granting

Champions the strategic direction of the Foundation

Provides strategic advice to the Director, Granting Operations on customer service and Support Centre trends

Effectively manages changes on an on-going basis

Provides input and information as required to internal and corporate reports and requests

Talent Management

Managing a high performing team, works collaboratively with Granting Directors and other department leads to successfully deliver OTF granting

Works independently to oversee the Support Centre team

Supports the Granting department and customer Support Centre to provide efficient, effective services and excellent customer service

Provides ongoing guidance, feedback, recognition, and coaching to Support Centre staff

Supports development opportunities for the Support Centre team

Engages direct reports in performance discussions using the OTF performance management tools

Conducts semi-annual performance reviews with direct reports

Supports the development and maintenance of a strong team

Encourages appropriate professional development and learning for staff

Skills and Attributes

Management and supervisory skills with the ability to provide guidance and direction to staff team and external contractors as appropriate

Excellent understanding of OTF’s granting guidelines, policies, and processes

Understands and maneuvers the complexities and opportunities of a grantmaking support centre

Analytical, problem solving and organizational abilities

Strong interpersonal and communication skills

Sound judgment and ability to make appropriate decisions independently

Ability to maintain a positive and collaborative approach amongst team members

Ability to generate a high level of performance, both personally and on the part of others, and to find and solicit ways of working more efficiently and effectively, including provision of performance feedback

Ability to collaborate in a changing environment

A \"digital first\" mindset to enable efficient business processes using technology

Core Competencies

Accountability, Excellence & Agility

Create a Vision for the Future

Nurture Growth

Lead Change

Be Decisive

How Do I Qualify?

Post-secondary degree in a relevant discipline

Five to seven years’ progressive and relevant experience or an acceptable equivalent in education and experience, including supervisory, Call Center and customer service experience

Experience with CRM

Experience working within a high-performance culture

Experience handling unpredictable and tricky customer calls

Experience building and managing teams in a dynamic environment

Experience managing a geographically disbursed team

Experience with decision-making and managing change

Knowledge of/experience with the diversity of OTF’s clientele and stakeholder groups

Bilingualism English/French is an asset

How we support diversity, inclusion and accessibility

We are building an inclusive workforce that reflects the communities we serve. We encourage everyone interested in working with us to apply, including people with disabilities, Indigenous, Black and racialized individuals, as well as people from all ethnicities, cultures, sexual orientations, gender identities and gender expressions.

Learn more about the work OTF is doing to create an inclusive, anti-racist, accessible and diverse workplace:

OTF is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). This job posting falls under the Public Service of Ontario Act, 2006.

The use of AI is not used to screen, assess, or select applicants.

While we thank all applicants for their interest, only those selected for an interview will be contacted.

Application Deadline: October 23, 2026