Senior Manager, Customer Support

Job Summary

Leading a high-performing technical support team, the full-time Senior Manager, Customer Support will oversee daily operations, optimize ticketing workflows, and ensure local government clients receive timely solutions, working in a hybrid capacity from Toronto or remotely from the US.

Key Responsibilities:

• Lead, mentor, and scale a technical support team, fostering accountability and customer empathy
• Manage daily support operations, including ticket queues and escalations, while adhering to SLAs and quality standards
• Administer and optimize the Zendesk instance to enhance operational efficiency

Required Qualifications:

• 5+ years of experience in technical support within a B2B SaaS environment
• 3+ years of experience managing or mentoring a technical support or customer-facing team
• Hands-on experience with Zendesk or similar ticketing tools
• Experience in financial technology (FinTech) or a background in Finance or Accounting is preferred
• Strong troubleshooting and analytical skills with technical aptitude