Senior Manager, Technical Support

WebHosting; Ottawa; On-site; CAD 95,000 - 112,000; Full time

Job summary

Sectigo is seeking a Senior Manager, Technical Support for an in-office role in Ottawa. You will lead a 20+ person global team, drive operational excellence, and align support with governance standards.

The position reports to senior leadership and requires strategic thinking and strong analytics. You will own cross-functional collaboration with Product, Engineering, and Sales to elevate service delivery, scale best practices, and improve customer outcomes.

Qualifications

• Proven experience managing large teams across global time zones.
• Track record of implementing scalable support processes and KPIs.
• Experience with governance, risk & compliance in support operations.

Responsibilities

• Lead and develop a 20+ member global team across time zones.
• Design and optimize scalable support workflows and SOPs.
• Own monthly/quarterly business reviews using CSAT, NPS, SLA, FRT, and MTTR metrics.
• Collaborate with Product, Engineering, and Sales to improve customer journeys.

Skills

Leadership

Strategic planning

Cross-functional collaboration

Operational excellence

Data analytics

Job description

We are looking for a talented Senior Manager, Technical Support to join our growing global team at Sectigo.

The Senior Manager, Technical Support plays a pivotal leadership role in driving operational excellence and delivering superior customer support experiences across multiple channels including tickets, chat, and calls. This seasoned professional will lead a high-performing team, optimize support processes, and ensure alignment with global standards and compliance frameworks. The role demands a strategic thinker with deep expertise in support operations, strong analytical capabilities, and a passion for continuous improvement.

Here are the core functions, responsibilities, and expectations for this role:

Operational Excellence

• Take Ownership & Drive support operations by designing and optimizing scalable workflows, SOPs, and best practices to improve response efficiency and resolution volume.
• Lead modernization of support infrastructure through automation initiatives, platform enhancements, and tooling strategy to eliminate operational bottlenecks and enable high-volume performance.
• Own monthly and quarterly business reviews (MBR/QBR) with leadership, leveraging KPI performance on CSAT, NPS, SLA compliance, First Response Time, and Mean Time to Resolution to influence operational decisions.

Strategic Leadership

• Lead and develop 20+ high-performing team members across global time zones, fostering a culture built on customer obsession, ownership, and continuous improvement.
• Define and execute strategic objectives; set expectations through performance frameworks, coaching plans, and growth paths aligned to organizational goals.
• Champion transformation initiatives that elevate service delivery, improve efficiency, and align operations with evolving business priorities.

Cross-Functional Collaboration

• Build strong alignment with Product, Engineering, Customer Success, Partner Operations, and Sales to ensure seamless customer journeys and feedback loops.
• Translate customer insights into product recommendations and operational improvements, actively influencing roadmap priorities and support integrations.
• Partner with global operations to standardize processes and scale best practices across regions and business units.

Compliance & Governance

• Establish governance frameworks that align support operations with GRC (Governance, Risk & Compliance) standardsand industry regulations.
• Ensure all teams are fully trained and audited for process adherence, security protocols, and compliance policies, maintaining operational integrity and risk mitigation.

Data-Driven Insights

• Build & leverage analytics to identify support trends, forecast capacity, and uncover optimization opportunities across global operations.
• Provide executive-level reporting and actionable insights to drive strategic planning, process innovation, and customer experience improvements.

Customer Success & Experience

• Oversee queue health, workload distribution, and capacity planning to ensure service delivery meets or exceeds SLA and quality benchmarks.
• Conduct regular case, chat, and call reviews to reinforce service excellence and accountability across teams.
• Proactively engage with key customers and stakeholders to build trust, accelerate issue resolution, and drive long-term retention.

Additional tasks associated with this position may be assigned in response to company initiatives and business needs.

More information about this role:

• This is a full-time and in-office position, reporting to our Ottawa office 5 days a week.
• The targeted compensation package for this role is between CAD 95,000 and 112,000, subject upon internal equity and years of experience. We may make further adjustments through an approval process if the targeted compensation range needs to be modified based on business needs and market trends.

Simplicity at Scale.

How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - Support, Excellence, Communication, Teamwork, Integrity, Growth and Openness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you'd like to be part of our growth story in delivering a market leading user experience, we'd like to talk to you.