Senior Manager, Global Technical Support & Experience

Sectigo; Ottawa; Hybrid; CAD 95,000 - 112,000; Full time

Job summary

Sectigo in Ottawa seeks a Senior Manager, Technical Support to lead a global team and drive operational excellence across tickets, chat, and calls.

The role partners with Product, Engineering, Customer Success, and Sales to optimize customer journeys, implement governance, and deliver analytics-driven insights for strategic planning. This is an in-office role in Ottawa with a CAD 95,000–112,000 compensation range.

Qualifications

• Bachelor’s degree required or strongly preferred; advanced degree preferred.
• Minimum 10+ years in customer-centric software/IT roles.
• Minimum 6+ years in leadership, managing teams and programs.

Responsibilities

• Lead 20+ global team members across time zones.
• Own monthly/quarterly business reviews with KPIs (CSAT, NPS, SLA, FRT, MTTR).
• Collaborate with Product, Engineering, CS, Partner Ops and Sales to align roadmaps and feedback loops.
• Establish governance aligned with GRC standards and industry regulations.
• Build analytics and executive-level reporting to drive planning and improvements.
• Oversee queue health, workload distribution and capacity planning to meet SLA.

Skills

Leadership

Customer support

Data analysis

Cross-functional collaboration

Strategic thinking

Education

Bachelor’s degree

Advanced degree

Tools

CRM systems

Ticketing software

Job description

Sectigo in Ottawa seeks a Senior Manager, Technical Support to lead a global team and drive operational excellence across tickets, chat, and calls.

The role partners with Product, Engineering, Customer Success, and Sales to optimize customer journeys, implement governance, and deliver analytics-driven insights for strategic planning. This is an in-office role in Ottawa with a CAD 95,000–112,000 compensation range.