Manager, Customer Support Operations (Remote - US/Canada)

Jobgether; United States; Remote; USD 110,000 - 130,000; Full time

Job summary

A leading company is seeking a Manager for Customer Support Operations in a fully remote capacity across the US and Canada. This role demands building and optimizing high-performing support functions for a SaaS product, leading teams, and ensuring exceptional customer experiences. Candidates with significant experience in customer support management and strong leadership skills will be crucial for this role, which offers a competitive salary and various benefits.

Benefits

Monthly internet stipend

Annual remote work stipend

Professional development support

24 days PTO + additional wellness days

Comprehensive health, dental, and vision insurance

401(k)/RRSP contributions

Qualifications

• 7+ years in customer support roles, including at least 3 in management.
• Hands-on experience with customer support platforms like Zendesk.
• Proven success in scaling support operations in startup environments.

Responsibilities

• Lead the support function, defining workflows and SLAs.
• Administer and optimize support platforms like Zendesk.
• Track key support metrics, manage vendor relationships.

Skills

Communication

Leadership

Customer Support Systems Management

Data-Driven Mindset

Tools

Zendesk

Job description

Manager, Customer Support Operations (Remote - US/Canada)

Manager, Customer Support Operations (Remote - US/Canada)

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This range is provided by Jobgether. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$95,000.00/yr - CA$120,000.00/yr

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

One of our companies is currently looking for a Manager, Customer Support Operations in Canada or the US.

This is an exciting opportunity to lead the development of a scalable, high-performing customer support function for a growing SaaS product. As the Manager of Customer Support Operations, you'll be responsible for building systems and teams that deliver exceptional support experiences to both free and paid users. From support tooling and workflows to team management and performance metrics, you'll set the standard for operational excellence. This is a fully remote role working across time zones, with a strong preference for candidates based in Eastern or Central Standard Time.

Accountabilities:

• Build and lead the support function, defining workflows, SLAs, and escalation paths
• Administer and optimize support platforms (e.g., Zendesk), including macros, triggers, and reporting
• Oversee support for multiple product types: desktop, mobile, and web-based services
• Partner with community teams to integrate and support volunteer contributors
• Develop a robust knowledge base and self-service tools, leveraging automation and AI where possible
• Define and track key support metrics (CSAT, ticket volume, response times, etc.)
• Manage vendor relationships for any outsourced support partners
• Align with product and engineering teams to resolve technical issues and advocate for user needs
  
  
  

Requirements

• 7+ years in customer support roles, including at least 3 in management
• Hands-on experience administering customer support platforms (Zendesk preferred)
• Proven success in building or scaling support operations in startup or growth-stage environments
• Experience with both technical product support and payment or billing inquiries
• Strong written and verbal communication skills, especially in remote and distributed teams
• Passion for user empowerment through documentation, automation, and community
• Experience in freemium, open-source, or consumer SaaS product environments
• Ability to build from the ground up with a collaborative, data-driven mindset
  
  
  

Benefits

• Fully remote work with flexible scheduling
• Competitive salary (Canada: $95,000-$120,000 CAD / US: $110,000-$130,000 USD)
• Monthly internet and annual remote work stipends
• Professional development and conference support
• 24 days PTO per year + birthday + wellbeing days + year-end company shutdown
• ???? Comprehensive health, dental, and vision insurance
• Paid parental leave and sick days
• Wellbeing stipend for personal/family use
• 401(k)/RRSP contributions, disability and life insurance
  
  
  

Jobgether Hiring Process Disclaimer

This job is posted on behalf of one of our partner companies. If you choose to apply, your application will go through our AI-powered 3-step screening process, where we automatically select the 5 best candidates.

Our AI thoroughly analyzes every line of your CV and LinkedIn profile to assess your fit for the role, evaluating each experience in detail. When needed, our team may also conduct a manual review to ensure only the most relevant candidates are considered.

Our process is fair, unbiased, and based solely on qualifications and relevance to the job. Only the best-matching candidates will be selected for the next round.

If you are among the top 5 candidates, you will be notified within 7 days.

If you do not receive feedback after 7 days, it means you were not selected. However, if you wish, we may consider your profile for other similar opportunities that better match your experience.

Thank you for your interest!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Non-profit Organizations and Primary and Secondary Education

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