Remote Customer Support Manager | Lead & Elevate Service

CARDATA; California; Hybrid; CAD 75,000 - 100,000; Full time

Benefits offered by this job

Remote work and flexible working hours

Mentorship and development opportunit­

Extended medical & dental benefits

Healthcare spending account

Health & Wellness Spending Account (3,

Employee assistance program

Flexible (Unlimited) Time Off

Job summary

Cardata is seeking a Manager, Customer Support to lead our customer-facing Support team and drive improvements in service quality, team performance, and operational efficiency. You will oversee daily operations, establish expectations, and use data to improve service levels, capacity, and satisfaction.

The role requires 5+ years in customer support with 2+ years of people management, plus a proven ability to boost KPIs and implement scalable processes.

Qualifications

• 5+ years in Customer Support, Customer Service, Contact Center, or a similar customer-facing environment.
• 2+ years of people-management experience, including coaching, performance management, and team development.
• Proven ability to improve Support KPIs, service levels, and operational efficiency.
• Experience with workforce planning, scheduling, queue management, and capacity forecasting.
• Strong analytical skills and experience using data to drive operational decisions.
• Experience managing customer escalations and improving Support processes.
• Strong communication, problem-solving, and cross-functional collaboration skills.
• Ability to thrive in a fast-paced environment and bring structure to evolving processes.

Responsibilities

• Lead, coach, and develop the Customer Support team, establishing clear expectations, accountability, and performance standards.
• Own key Support metrics, including CSAT, response times, resolution times, ticket backlog, and quality.
• Manage workforce planning, scheduling, and queue capacity to ensure effective coverage and service levels.
• Oversee customer escalations, ensuring timely resolution, clear communication, and appropriate ownership.
• Identify operational inefficiencies and improve workflows, processes, and documentation to reduce manual work and recurring issues.
• Drive opportunities for AI, automation, and self-service to improve Support efficiency and customer experience.
• Establish consistent quality assurance, coaching, and onboarding practices to strengthen team performance.
• Partner with Customer Success, Product, Engineering, and Operations to address recurring customer issues and improve processes.
• Use operational data to identify trends, measure improvements, and inform staffing and business decisions.

Skills

5+ years in Customer Support

2+ years people-management

Improve Support KPIs

Workforce planning & scheduling

Data-driven decisions

Manage customer escalations

Cross-functional collaboration

Fast-paced environment adaptability

Tools

Zendesk or similar platforms

AI-powered support tools

Remote/distributed team leadership

SaaS/fintech experience

Job description

Cardata is seeking a Manager, Customer Support to lead our customer-facing Support team and drive improvements in service quality, team performance, and operational efficiency. You will oversee daily operations, establish expectations, and use data to improve service levels, capacity, and satisfaction.

The role requires 5+ years in customer support with 2+ years of people management, plus a proven ability to boost KPIs and implement scalable processes.