Manager, Customer Support, Senior Care
Leads customer support operations and a team of Solutions Analysts, overseeing coaching, performance management, escalations, quality control, and process improvements. Requires at least four years in customer support and three years of management or leadership experience.
About the job
Responsibilities
- Lead and inspire a team of customer-focused Solutions Analysts to deliver a high-quality customer service experience.
- Oversee day-to-day team operations, coaching, mentoring, and service-quality processes.
- Provide timely feedback on customer-support performance based on call and case audits.
- Apply performance-management standards and processes.
- Foster a positive work environment and support continuous learning.
- Serve as the escalation point for high-impact customer issues.
- Collaborate with Customer Support Manager peers and cross-functionally within the Customer Success organization.
- Liaise with Product, SaaS Operations, and other internal teams on issue identification, escalation, and prioritization.
- Communicate and manage changes to operating procedures and processes.
- Mentor, motivate, coach, and lead teams while supporting customer satisfaction and customer-effort goals.
- Establish best practices and maintain quality control.
- Support special projects, including Knowledge Base and integrations initiatives.
- Hire, train, and deliver performance reviews.
Requirements
- 4+ years of business experience in a customer-support environment.
- 3+ years of demonstrated management or leadership experience.
- Post-secondary degree or diploma.
- Ability to manage effectively in a fast-paced environment.
- Clear verbal and written communication skills.
- Demonstrated ability to drive team results through coaching, development, and mentoring.
- Ability to identify potential risks, communicate them, and take action.
- Experience developing, coaching, reinforcing, and managing operational standards, policies, and procedures.
- Experience monitoring and improving team performance through leadership, coaching, and performance management.
- Strong attitude, work ethic, and teamwork.
Nice-to-Haves
- Exposure to AI tools and interest in using them to improve work content and user experience.
- Experience with Microsoft 365 Copilot.
- Experience with Knowledge-Centered Support (KCS).
- Experience with workforce management (WFM) applications.
Compensation
- Annual salary: $85,000–$105,000 CAD.
Skills
Customer Support, Customer Success, Coaching, Performance Management, Quality Control, Knowledge Base, Integrations, AI Tools, Microsoft 365 Copilot, Knowledge-Centered Support, Workforce Management, Saas Operations
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