Technical Customer Support, SaaS (Accounting / Finance customer exp req)

#twiceasnice Recruiting; Toronto; Remote; CAD 90,000 - 150,000; Full time

Job summary

A recruiting agency is seeking a Technical Support Manager to lead a remote support team. The ideal candidate will have over 5 years of customer-facing experience in enterprise software, with a strong finance or accounting background. In this role, you'll ensure timely resolution of client issues and foster a client-first culture while continuously improving systems and workflows. A competitive salary and bonus opportunities are offered.

Qualifications

• 5+ years of customer-facing, enterprise software support experience required.
• Strong background in finance or accounting, or relevant fintech experience required.
• Ability to simplify technical issues and de-escalate high-stress situations.

Responsibilities

• Lead and mentor a technical support team, driving timely and accurate resolution of client issues.
• Oversee support operations including ticket triage, prioritization, and escalation workflows.
• Collaborate cross-functionally to enhance tools, processes, and client communication strategies.

Skills

Customer-facing technical support experience

Financial or accounting background

Advanced troubleshooting

Knowledge of APIs and web-based platforms

Leadership and team motivation

Tools

Zendesk

Jira

Job description

Overview

Technical Support Manager, Financial Enterprise Application (customer-facing exp. req.)

Location: must reside in Canada

Salary: $90,000 - $150,000 CAD + Bonus Opportunity

Job Type: Full-Time | Remote

Typical Hours: Monday-Friday, ~40-45 hours per week

Start Date: ASAP

Sponsorship is not available

Our client, an enterprise application provider in the fintech industry, is seeking a Customer Support Manager to join their remote team in Canada. In this role, you’ll lead a highly skilled support team responsible for empowering global clients to succeed with a finance and revenue operations application. You’ll balance hands-on Tier 2 technical problem-solving with direct client interaction, ensuring customers not only get solutions but also feel supported and valued. This role is ideal for someone with a strong background in accounting / finance and enterprise software support who thrives at the intersection of technical troubleshooting and relationship management. You’ll be a trusted advisor to clients, able to break down complex issues with clarity and empathy, while continuously improving the systems and workflows that scale client success. This is a career-building opportunity to step into leadership with a fast-growing company that prizes both innovation and client experience.

Responsibilities

• Lead and mentor a technical support team, driving timely and accurate resolution of client issues


• Act as a trusted escalation point, balancing technical depth with client-friendly communication


• Oversee support operations including ticket triage, prioritization, and escalation workflows


• Resolve issues and work with technical teams on complex bugs and data discrepancies


• Define, track, and improve KPIs such as CSAT, response times, and resolution rates


• Develop and maintain high-quality documentation and self-service resources


• Foster a client-first culture, ensuring escalations are handled appropriately and with urgency


• Collaborate cross-functionally to enhance tools, processes, and client communication strategies

Qualifications

• 5+ years of customer-facing, enterprise software / product support experience required


• Strong background in finance or accounting, or relevant fintech experience required


• Tier 2 technical support expertise, with advanced troubleshooting & problem-solving required


• Knowledge of web-based platforms, APIs, and data integrations required


• Ability to simplify technical issues and confidently de-escalate high-stress situations required


• Proficiency with ticketing and support tools (Zendesk, Jira, etc.)


• A collaborative, charismatic leadership style that motivates teams & reassures finance-based clients

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