Sr. Manager, Customer Support (Hybrid - Toronto) or (Remote - US)

Embedded Shishya; Deutschland; Remote; EUR 96.330 - 109.466; Vollzeit

Zusammenfassung

ClearGov is seeking a Sr. Manager, Customer Support to lead a technical support team across hybrid Toronto or remote US locations. The role focuses on optimizing ticketing workflows and ensuring timely, accurate solutions for local government clients.

The ideal candidate brings 5+ years in B2B SaaS support, 3+ years of leadership, deep Zendesk experience, and a passion for AI tooling to automate and improve support outcomes. Competitive salary and benefits accompany this opportunity.

Qualifikationen

• SaaS experience in a B2B environment.
• 5+ years in technical support; leadership 3+ years.
• Hands-on Zendesk administration and reporting.
• FinTech SaaS domain knowledge preferred.
• Experience managing leaders and individual contributors.
• Strong troubleshooting and analytical skills; translate jargon for non-technical users.
• Experience implementing AI tooling and automation in a support organization.

Aufgaben

• Lead, mentor, and scale a high-performing technical support team.
• Oversee daily support operations, including ticket queues and SLAs.
• Administer and optimize Zendesk instances, including triggers and reporting dashboards.
• Act as primary escalation point for complex technical issues with Engineering and Product teams.
• Analyze support metrics to identify trends and improve customer experience.
• Develop and maintain internal knowledge base articles and SOPs.

Kenntnisse

SaaS experience

Leadership

Zendesk administration

AI tooling & automation

FinTech knowledge

Mentoring leaders & staff

Troubleshooting & analytics

Tools

Zendesk

Jobbeschreibung

Sr. Manager, Customer Support (Hybrid - Toronto) or (Remote - US)

Remote USD 110,000 - 125,000 Customer Support 1 weeks ago

About this role

About ClearGov

Our mission is to create easy-to-use software to help local governments plan, budget and report better. ClearGov is a rapidly growing SaaS company that offers a complete planning, budgeting and financial reporting suite that enables local governments to plan, build, and present their financials more efficiently and effectively. We’re a mission-driven company that envisions a world where modern software enables every local government to best serve and improve its community.

Our software is utilized nationwide by more than 2,000 towns, cities, school districts, and other local agencies who are part of the ClearGov community, and we’re adding more every day. We’ve been named to the “GovTech 100” for eight years running. ClearGov also earned a place on the Inc. 5000 list of America’s Fastest Growing Companies for five consecutive years: 2021, 2022, 2023, 2024, and 2025.

The ClearGov team is a talented group of folks who are passionate about our mission and committed to building a positive, productive company culture. We believe in a work-hard/play-hard environment, and every day, we strive to get better at our work, all while being considerate, trustworthy, and transparent in everything we do.

Core Values

Be Clear & Credible: We are authentic in our interactions, communicating with clarity, speaking with honesty, and following through with consistency. We turn transparency into our greatest competitive advantage.

Be Human: We are human partners to our colleagues and customers, and lead with consideration and kindness – making space for others to do the same. We turn empathy into a shared strength.

Be Better Together: We are committed to building an inclusive community where everyone thrives. We share successes, support each other through challenges, and show up for our teammates the way we show up for our customers. We turn togetherness into our greatest advantage and collaboration into our greatest multiplier.

Be Honourable/Honorable: We are responsible to our colleagues and customers. We bring our full selves to every conversation, every project, every decision, and every relationship. We act with intention, deliver on our commitments, and lead with integrity – even when no one is watching. We turn honor into the foundation that powers everything we do.

Be Connected: We are culture builders where people are seen, welcomed, and celebrated. We show up in every interaction – the laughs, the wins, the hard days. We turn connection into opportunities for people to feel they belong.About the Opportunity

We’re looking for a Senior Manager, Customer Support with a passion for learning, a kind heart, a positive attitude, and a great sense of humor to join our growing team. The Senior Manager, Customer Support will be responsible for leading our technical support team, optimizing our ticketing workflows, and ensuring our local government clients receive timely, accurate solutions to complex software questions.

In this role, you will work regularly with our broader Customer Support team, Product Management, Engineering, and Customer Success teams to bridge the gap between customer feedback and product improvement.

The Senior Manager, Customer Support, will be a key player on an incredible team as we execute our mission to help local governments and school districts take the next step from good to great.

Key Responsibilities:

Lead, mentor, and scale a high-performing technical support team, fostering a culture of accountability, continuous learning, and customer empathy.

Oversee daily support operations, managing ticket queues, escalations, and ensuring adherence to established SLAs and quality standards.

Administer and optimize our Zendesk instance, including triggers, automations, macros, and reporting dashboards to drive operational efficiency.

Act as the primary escalation point for complex technical issues, collaborating closely with Engineering and Product teams to diagnose, track, and resolve software bugs.

Analyze support metrics and KPIs (including but not limited to TTR, FTR, Deflection Rate, CSAT) to identify trends, pinpointing product friction points or training gaps to improve the overall customer experience.

Develop and maintain internal documentation, knowledge base articles, and standard operating procedures for the technical support team.

AI-first mentality

Critical Skills/Experience:

SaaS Experience: 5+ years of experience working in technical support, specifically within a B2B SaaS environment.

Leadership: 3+ years of experience successfully managing, leading, or mentoring a technical support or customer-facing team.

Tooling Expertise: Deep, hands-on experience using and administering Zendesk (ticketing, reporting, and workflows) or similar tools.

Domain Knowledge (Preferred): Experience working within a financial technology (FinTech) SaaS company OR a post-secondary degree/background in Finance or Accounting.

Experience managing leaders & individual contributors

Technical Aptitude: Strong troubleshooting and analytical skills, with the ability to translate complex technical jargon into clear, actionable steps for non-technical users.

Experience implementing AI tooling & automation throughout a Support organization

The Ideal ClearGov Candidate:

Self-motivated, self-starter with a zeal to win

Great communicator; strong oral and written skills

Ability to think creatively and innovatively

Hands-on problem solver who enjoys cracking difficult nuts

Quick study – able to pick up and apply new concepts in a hurry

Track record of achievement

Enjoys working on and helping to build outstanding teams

Demonstrates an entrepreneurial spirit and gets stuff done

A sense of humor and don’t take themselves too seriously

Why Join Us:

Flexible, remote / hybrid work

Chance to make a meaningful impact on government and school district transparency and accountability

Opportunity to work in a fast-paced, fun, and collaborative environment

Competitive salary and benefits package (see below)

Professional growth opportunities

Compensation:

• In the spirit of transparency, we are excited to share the base salary for this position is $110,000 - $125,000 USD or $90,000 CAD - $110,000 CAD, and exclusive of fringe benefits or potential bonuses. If you are hired at ClearGov, your final base salary compensation will be determined by factors such as skills, interview performance, education and/or experience. In addition to those factors, we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary for the role. Hiring beyond the base range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package (more information on benefits listed below).

Quality Medical, Dental, and Vision Insurance Plans

Short and Long Term Disability Insurance

Life Insurance

401K Plan with Match

Flexible Personal Time Off Policy

Company-Paid Holidays Observed

Annual Holiday “Dimming of the Lights” (aka: reduced work hours)

Employee Referral BonusClearGov is an equal opportunity employer committed to building a diverse, inclusive, and respectful workplace. We prohibit discrimination and harassment of any kind and make employment decisions without regard to race, color, ancestry, ethnicity, nationality or national origin, citizenship, sex, sexual orientation, gender identity or expression, religion or creed, age, disability, genetic information, pregnancy, childbirth or related medical conditions, marital or family status, veteran or military status, Indigenous status, record of offenses (where legally protected), or any other characteristic protected by applicable federal, state, provincial, or local laws in the United States and Canada.

ClearGov is also committed to providing reasonable accommodations for applicants and employees with disabilities, in accordance with applicable U.S. and Canadian laws. If you require an accommodation during any part of the hiring process, please let us know.

At ClearGov, we value diverse perspectives and believe they strengthen our ability to achieve our mission of helping local governments work better.