Remote SaaS Support Lead: Build & Scale

samsters; Toronto; Remote; CAD 75,000 - 85,000; Full time

Benefits offered by this job

Health benefits

Employee stock options

Ownership of function

Job summary

samdesk is seeking a passionate Product & Technical Support Lead to build the support function from the ground up. You will implement a ticket taxonomy, triage process, and a scalable help centre while staying close to product and alert quality.

You’ll own monthly reporting tying support signals to product priorities and drive a global support program from Canada. The role is remote for candidates in Canada, aligned to Eastern Time to support global operations.

Qualifications

• 2 to 4 years in a customer support, technical support, or support operations role at a SaaS or technology company.
• Evidence that you’ve built something: help centre, ticket taxonomy, macro library, or escalation process.
• Strong technical troubleshooting instincts and ability to read logs or dashboards.
• Excellent written communication: clear, warm, concise under pressure.
• Comfort with ambiguity and a bias toward building structure where none exists.
• Experience with support and analytics tooling (HubSpot, Intercom, Mixpanel).
• Located in Canada.

Responsibilities

• Own the front line for inbound customer questions, issues, and requests across our customer base.
• Triage incoming tickets, resolve what you can, and elevate what you can’t with enough context.
• Set and meet response and resolution targets, and be honest with customers about timelines.
• Design and implement a ticket classification and severity taxonomy.
• Define triage and escalation paths, including what qualifies as urgent and who gets pulled in.
• Build and maintain the help centre: AI chatbot, articles, troubleshooting guides, FAQs, onboarding material.
• Establish the support tooling and workflows, and improve them as volume grows.
• Design a scalable, low‑touch approach to account management for basic tier customers.
• Monitor engagement and health signals across this segment and flag risk or expansion opportunities.
• Run proactive reviews of platform alerts, investigate missed alerts and false positives.
• Document findings for product and engineering, and deliver monthly reporting to the product team.
• Escalate concerns for resolution and drive the feedback and outcome with customers.

Skills

Technical troubleshooting

Written communication

Ambiguity tolerance

Support analytics tooling

SaaS experience

Tools

HubSpot

Intercom

Mixpanel

Job description

samdesk is seeking a passionate Product & Technical Support Lead to build the support function from the ground up. You will implement a ticket taxonomy, triage process, and a scalable help centre while staying close to product and alert quality.

You’ll own monthly reporting tying support signals to product priorities and drive a global support program from Canada. The role is remote for candidates in Canada, aligned to Eastern Time to support global operations.