Senior Manager, Customer Support

Job Summary

Leading a high-performing technical support team, the full-time Senior Manager, Customer Support will optimize ticketing workflows and ensure local government clients receive timely solutions, with the flexibility of a remote or hybrid work arrangement in Calgary or Toronto.

Key Responsibilities:

• Lead, mentor, and scale a technical support team, promoting a culture of accountability and customer empathy
• Oversee daily support operations, managing ticket queues and ensuring adherence to SLAs and quality standards
• Administer and optimize the Zendesk instance to drive operational efficiency and analyze support metrics to enhance customer experience

Required Qualifications:

• 5+ years of experience in technical support within a B2B SaaS environment
• 3+ years of leadership experience managing a technical support or customer-facing team
• Hands-on experience using and administering Zendesk or similar tools
• Experience in financial technology (FinTech) SaaS or a degree in Finance or Accounting is preferred
• Strong troubleshooting skills with the ability to simplify complex technical concepts for non-technical users