SaaS Customer Support Leader – Ops & AI

PureFacts Financial Solutions; Toronto; On-site; CAD 100,000 - 120,000; Full time

Job summary

PureFacts Financial Solutions in Toronto, Ontario, is seeking a Customer Support Manager to lead the day-to-day operations of the Customer Support team and ensure a consistent, high-quality customer experience across our compensation applications portfolio.

You will coach and develop a high-performing team, oversee support operations and escalations, and partner with Product, Engineering, and Customer Success to drive service improvements.

Qualifications

• 5+ years supporting enterprise SaaS or enterprise software.
• 3+ years leading technical or customer support teams.
• Experience managing customer escalations and SLA-driven support.
• Strong communication, coaching, and organizational skills.
• Collaborates with Product, Engineering, Professional Services, and Customer Success.

Responsibilities

• Lead, coach, and develop a team of Customer Support Analysts.
• Oversee daily support operations and manage escalations.
• Monitor SLA performance, backlog health, and customer satisfaction.
• Coordinate cross-functional collaboration with product, engineering, and success teams.
• Foster a culture of knowledge sharing and continuous learning.
• Drive operational improvements based on customer feedback.

Skills

Team leadership

Customer support management

Communication skills

Analytical skills

Problem solving

Prioritization

SQL troubleshooting

Tools

SQL

Job description

PureFacts Financial Solutions in Toronto, Ontario, is seeking a Customer Support Manager to lead the day-to-day operations of the Customer Support team and ensure a consistent, high-quality customer experience across our compensation applications portfolio.

You will coach and develop a high-performing team, oversee support operations and escalations, and partner with Product, Engineering, and Customer Success to drive service improvements.