Technical Support Manager

ZenduIT; Mississauga; On-site; CAD 60,000 - 100,000; Full time

Job summary

An innovative SaaS company seeks a Technical Support Manager to lead a bilingual customer support team. This role is crucial in delivering exceptional technical assistance and improving support processes. You will manage workflows, enhance self-service resources, and ensure high customer satisfaction. Join a collaborative and growth-oriented culture where your leadership and problem-solving skills will make a significant impact. This is a fantastic opportunity to thrive in a dynamic environment, driving efficiency and innovation in customer support while championing diversity and inclusivity.

Benefits

Comprehensive health coverage

Dental coverage

Vision coverage

PTO and holidays

Collaborative work culture

Qualifications

• Proven experience managing customer support teams in telematics or SaaS.
• Strong leadership and team-building skills with a focus on mentoring.

Responsibilities

• Lead and mentor a bilingual support team to enhance customer satisfaction.
• Oversee support operations and ensure adherence to SLAs for response times.

Skills

Fluency in English

Customer support management

Leadership skills

Problem-solving

Analytical mindset

Customer-focused approach

Tools

Ticketing systems

CRM

Analytics dashboards

Job description

Join to apply for the Technical Support Manager role at ZenduIT

Zenduit is an innovative SaaS company specializing in telematics solutions that empower businesses to optimize their fleet management, asset tracking, and compliance operations. We leverage cutting-edge technology to drive growth and efficiency for our customers. As we expand our reach globally, we are focused on establishing a strong brand presence that resonates with businesses across the world.

Why Join Us?

At Zenduit, we are trusted by our clients to bring their visions to life through a blend of technical expertise and clear, effective communication. With extensive experience in product development, programming, and project management, our team thrives on innovation, collaboration, and personal growth. Joining us means becoming part of a culture where your ideas are valued, professional development is prioritized, and our core values drive every action we take.

• Relentless Customer Focus: We ensure every product and service delivers maximum value.
• Speed with Purpose: We act swiftly, delivering meaningful and growth-driven results.
• Transparent and Ethical Practices: We uphold honest communication and accountability.
• Learning and Adaptability: Our team thrives on staying agile in a fast-changing world.
• Ownership and Initiative: Everyone takes responsibility and leads meaningful projects.
• Diversity and Inclusivity: We champion diversity, especially for women in tech and STEM, fostering an environment where everyone can thrive.

Role Overview:

The Technical Support Manager is responsible for leading Zenduit’s customer support team to deliver exceptional, bilingual technical assistance for customers and partners. This role ensures high-quality, timely support by managing workflows, enhancing support processes, and fostering a culture of accountability and continuous improvement. The Support Manager works closely with cross-functional teams to address customer needs, improve self-service resources, and maintain high satisfaction and retention rates.

Responsibilities:

• Team Leadership and Development: Manage and mentor a bilingual support team, ensuring they are equipped to handle customer inquiries effectively. Conduct regular training sessions to keep the team updated on Zenduit’s products, processes, and best practices. Foster a positive and collaborative work environment, promoting accountability and professional growth.
• Support Operations Management: Oversee day-to-day operations of the support team, including ticket management, escalations, and resolution timelines. Ensure adherence to SLAs (Service Level Agreements) for response and resolution times. Optimize support workflows to improve efficiency and customer experience.
• Customer Issue Resolution: Act as the escalation point for complex or high-priority customer issues, ensuring prompt and effective resolution. Collaborate with Tier 2 support, product, and development teams to address technical challenges and implement long-term solutions. Ensure all support interactions meet Zenduit’s quality standards, regardless of language. Regularly review and refine bilingual scripts, templates, and processes to maintain consistency and clarity in both English and Spanish.
• Self-Service and Knowledge Base Development: Oversee the creation and maintenance of a robust knowledge base, FAQs, and self-service resources in English and Spanish. Promote self-service options to empower customers and reduce support ticket volumes.
• Customer Feedback Integration: Collect and analyze customer feedback from support interactions to identify areas for improvement. Share actionable insights with product and leadership teams to enhance Zenduit’s offerings and processes.
• Metrics and Reporting: Track and report on key support metrics, such as resolution times, customer satisfaction (CSAT), and ticket volumes. Use data insights to refine strategies, set team goals, and continuously improve support performance. Work with the Success and Implementation teams to ensure smooth transitions from implementation to ongoing support. Collaborate with the product and development teams to address recurring issues and implement preventative measures.

KPIs:

• Customer Satisfaction (CSAT): Maintain a >90% CSAT score across all support interactions in both English and Spanish.
• First Response and Resolution Times: Ensure >95% of tickets meet SLA response times (e.g., <24 hours for initial response). Achieve >85% first-contact resolution rate for Tier 1 inquiries. Reduce ticket backlog by 20% annually through improved workflows and self-service adoption. Decrease ticket volumes by 15% YoY by promoting self-service resources.
• Team Productivity: Ensure >90% of team members meet individual performance goals. Conduct quarterly training refreshers with >85% team participation. Increase self-service knowledge base usage by 25% annually. Maintain >95% accuracy in knowledge base content across both languages. Resolve >90% of escalated tickets within SLA-defined timelines.
• Retention and Growth Support: Contribute to maintaining >95% customer retention rate by ensuring positive support experiences.

Required Skills and Qualifications:

• Fluency in English, with strong written and verbal communication skills.
• Proven experience managing customer support teams, preferably in telematics, SaaS, or technology industries.
• Strong leadership and team-building skills, with the ability to mentor and motivate team members.
• Expertise in using support tools and platforms (e.g., ticketing systems, CRM, analytics dashboards).
• Excellent problem-solving and conflict-resolution abilities.
• Analytical mindset to interpret data and drive continuous improvement.
• Customer-focused approach with a passion for delivering exceptional service.

Why Join Us?

• Comprehensive health, dental, and vision coverage
• PTO and holidays
• Collaborative, inclusive, and growth-oriented work culture

GoFleet is an equal-opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.