Manager, Technical Customer Support

Acuity Insights; British Columbia; Remote; CAD 100,000 - 110,000; Full time

Job summary

Acuity Insights is seeking a Manager for Technical Customer Support to lead a team, modernize operations, and implement data-driven processes. This leadership position focuses on trust, coaching, and improving client support function as the company scales, promising a dynamic work environment with significant impact.

Benefits

Learning budget of $3,000 annually

Remote-first work with flexibility

Generous time off including self-directed vacation

Comprehensive health benefits

Access to employee stock options

Qualifications

• Proven support leader with a coaching mindset.
• Experience managing a technical support team in a B2B SaaS environment.
• Ability to modernize support operations and embed data in day-to-day processes.

Responsibilities

• Lead the Client Empowerment team and manage day-to-day operations.
• Guide a shift toward scalable and data-driven support processes.
• Transform client support through effective leadership and training.

Skills

Coaching

Leadership

Data-Driven Decision Making

Cross-Functional Collaboration

Job description

Build Scalable Support. Coach for Change. Champion the Future.

As Manager, Technical Customer Support at Acuity Insights, you’ll take on a meaningful leadership role with real impact. You’ll guide a high-performing Tier 2 support team, modernize our operational foundation, and help shape how support evolves as our company scales.

You’ll work on products that help health education programs support learners and graduate the world’s future doctors, nurses, and other healthcare professionals. And you’ll do it at a pivotal moment, as we grow into a unified platform company and reimagine what great support looks like in that future.

This is a builder-meets-stabilizer opportunity: you’ll manage an experienced support team, implement better systems and processes, and guide a cultural shift toward adaptability, trust, and operational maturity.

This role was built for you if you’re a proven support leader with a coaching mindset, an eye for scalable systems, and a desire to help people and processes evolve together.

The Role You’ll Play

You’ll lead our Client Empowerment team, which supports clients using our One45 and Analytics products. These clients are deeply mission-driven, and so is our team.

You’ll manage people, shape processes, and model leadership. While you’ll own day-to-day operations, your impact will extend beyond the queue: you’ll guide a shift toward smarter, more scalable support, reducing manual effort, embracing data and AI, and building a more resilient function as our client base and product surface area grow.

You’ll join us as we:

• Reset team structures and dynamics following an internal promotion
• Expand into new global markets
• Mature our technical support offering into a proactive, data-informed function that can scale
  

How You’ll Contribute

This is a leadership role rooted in people, trust, and transformation.

You’ll inherit some solid rhythms, like weekly 1:1s, queue reviews, and team scoop, but you’ll also have the freedom to reshape the role and introduce new practices that meet the evolving needs of our team and business. We expect (and want!) you to make this your own.

In your first year, you’ll focus on three key outcomes:

• Lead through trust and clarity. You’ll invest deeply in 1:1s, coaching, and feedback to build strong relationships and a shared sense of purpose. The CER team cares deeply about their clients, you’ll help channel that care into clear expectations, healthy dynamics, and sustainable growth.
• Modernize how support works. You’ll bring structure to triage and ticket handling, reduce manual work, and guide the team in adopting AI and automation tools that increase capacity. You’ll evolve our knowledge base and shift the team from quick fixes to scalable systems.
• Make support data-driven. Today, data isn’t embedded in our daily operations. You’ll change that, introducing simple, actionable metrics and helping the team (and your peers) use them to prioritize, improve, and advocate for change.

You’ll have a capable team, meaningful scope, and the trust to lead with intention.

What You’ll Help Make Possible

Support at Acuity isn’t just about resolving issues; it’s about empowering learners and educators through technical clarity, efficiency, and care.

With your leadership, we’ll:

• Create a more agile, efficient support function that can scale without burnout
• Introduce AI tooling that saves time and reduces complexity
• Shift our culture from dependency to growth, coaching CERs into confident, independent problem-solvers
• Deliver stronger insight loops between support and product, increasing product quality and client satisfaction

Who You’ll Work With

You’ll report to the Director of Customer Success and collaborate closely with:

• Managers of Customer Success, who leads the Client Enablement team
• Engineering for bug triage and escalations
• Product, as part of the CS Leadership Team
• Learning & Enablement for onboarding and support resources
• Business Operations, for data/reporting support and metrics hygiene

What You Bring to the Table

People Leadership. You’ve directly managed a technical support team in a B2B SaaS environment. You’ve coached team members with varying experience levels and communication styles, held performance conversations, and supported both team cohesion and individual growth. You bring emotional intelligence, resilience, and clarity to people leadership.

Support Operations Fluency. You’ve owned or improved core support processes, ticket workflows, SLAs, queue triage, escalations, and documentation. You know what good looks like in a high-trust, high-responsibility support function, and you bring structure to ambiguity.

Trust-First Change Leadership. You’ve helped teams move through operational or cultural change. You can read a room, reframe concerns, and model openness. You build buy-in without steamrolling and lead teams toward growth, even when the path feels uncertain.

Data Comfort and Curiosity. You understand how to use metrics to guide behaviour, highlight priorities, and advocate for change. You don’t need to be a data analyst, but you do need to be comfortable establishing metrics, interpreting them, and helping others learn to do the same.

Cross-functional Confidence. You’ve worked closely with Engineering, Product, and Customer Success to close the loop between client issues and product decisions. You speak fluently across technical and customer-facing domains and are respected as a collaborative thought partner.

Coaching Mindset. You see leadership as a long game. You’re invested in helping people grow, even when it’s hard. You tailor your approach to the person and create space for feedback, ownership, and development.

How We Support You

Compensation & Growth

• Fair, transparent salary. The hiring salary for this role is $100,000–$110,000 CAD, within a broader internal pay band. The final offer will reflect experience, scope, market alignment, and internal equity.
• Learning budget. $3,000 annually for professional or personal development.
• Long-term value. Access to employee stock options as part of our shared growth.

Flexibility & Well-Being

• Remote-first work. Fully remote within Canada, with up to 6 weeks per year to work internationally.
• Generous time off. Two-week company-wide closure in December, self-directed vacation (most take 4-6 weeks), and one Friday off per month from February to November.
• Health benefits. Comprehensive coverage from day one for you and any dependents via Equitable Life of Canada and Nivati.
• Retirement planning. GRSP matching program with up to 2% salary contribution.

Family & Community

• Parental leave. 16-week top-up beyond EI, no matter your role in growing your family.
• People-first culture. A caring, inclusive environment where learning, balance, and belonging are prioritized.

What to Expect From the Process

Whether you apply directly, are referred, or connect with a recruiter or hiring manager, you’ll be given equal consideration. Your application is reviewed by a real person, with care and attention to your experience, skills, and motivation, as well as the qualities that help people thrive here.

We don’t use AI to evaluate applications. However, if you don’t meet baseline requirements, like Canadian residency and valid work authorization, you may be automatically screened out. During our conversations, we may use AI-powered note-taking to support focus and accuracy, but all decisions are made by people.

We view hiring as a two-way conversation. Our goal is to learn about and understand your career journey, abilities, and interests while giving you the insight you need to decide whether this role and team feel like the right fit.

Here are the steps to expect:

1. Application Review & Response. A human carefully reviews your application. You’ll hear back from us, whether or not you move forward.
2. Conversation with Recruiter. A recruiter will reach out for a phone call to learn more about your background and goals, and to share details about the role, team, company, and culture.
3. Customer Success Leadership Conversations. Meet your potential manager and a peer leader to explore your relevant experiences, leadership approach, and how you’d navigate the realities of the role through scenario-based questions.
4. Team Conversations. You’ll meet future peers and collaborators from across the company. Each will focus on a key theme — technical or behavioural — to understand how you think and work. You’ll also hear about their experience at Acuity Insights.
5. Decision & Follow-Up. After consolidating feedback, the hiring manager makes a decision, typically within 2–4 business days.
6. Offer Conversation & References. If it’s a mutual match, we’ll invite you to a conversation to walk through the offer. Any offer is contingent on completing a reference check.

We know our process is a meaningful time commitment, and we truly appreciate the effort and energy you invest in getting to know us. We aim to make every step thoughtful, transparent, and worthwhile, for you as much as for us.

Our Story & Purpose

We believe everyone has incredible potential. At Acuity Insights, our mission is to uncover it, nurture it, and help bring it to life.

Our journey began with a bold idea: to improve how we assess people, not just by academic metrics, but by who they are. In partnership with McMaster University, we developed Casper in 2004 to measure the durable, human skills that matter in health professions and other fields where people work with people. That vision came to life with the founding of Altus Assessments in 2014.

Meanwhile, One45 started in 1998 at the University of British Columbia, helping medical education programs digitize complex processes like curriculum management, scheduling, and assessment. Over time, it became a trusted partner to programs across North America and beyond.

In 2021, Altus Assessments acquired One45, and in 2022, we unified as Acuity Insights, a single, growing organization with a shared purpose and broader vision.

What started as two distinct products is now one integrated mission supported by our Analytics solution, which delivers actionable insights to drive continuous improvement across the learner journey.

Today, our platform supports students and institutions from admissions to graduation across North America, the U.K., Australia, New Zealand and Saudi Arabia.

As we continue to grow, we’re committed to being more than a software provider. We’re trusted thought leaders and valued advisors in higher education, offering practical solutions, strategic insights, and guidance that help our partners make confident, informed decisions.

Life at Acuity Insights

We’re a remote-first team of 130+ people who care deeply about our work and about each other. While we collaborate virtually across time zones, we make space for connection through thoughtful rituals, candid conversations, and the occasional in-person meetup when we can.

Our core values (caring, curious, and driven) shape how we show up for each other, our partners, and the learners and educators we serve. We listen with intention, build with purpose, and hold ourselves to high standards without losing sight of empathy and balance.

We’re committed to inclusion and belonging, not just in principle but in practice. We know that diverse perspectives make us better, more creative, more resilient, and more equipped to solve meaningful problems. Our policies are designed to support equity, flexibility, and well-being.

If you’re looking for purposeful work, room to grow, and a team that’s as thoughtful as it is ambitious, we hope you’ll consider joining us.