Product Support Specialist Team Lead

Responsibilities

• Lead and mentor Product Support Specialists, providing exceptional service to customers and partners.
• Set performance expectations, monitor performance, and coach team members with constructive feedback.
• Foster a collaborative culture centered on knowledge sharing, documentation, and continuous improvement.
• Guide complex technical investigations and involve cross-functional experts when needed.
• Serve as an escalation point for complex customer and internal issues.
• Identify support-process improvements, efficiency gains, AI opportunities, and automation opportunities.
• Track and analyze support metrics and report regularly on team performance, strategy, and resourcing.
• Own the support technology stack and assign project ownership within the team.
• Manage hiring for Product Support Specialists in the region.

Requirements

• 5+ years of experience in senior application support, technical support leadership in SaaS, FP&A, or financial modeling.
• Strong leadership skills, including the ability to motivate, mentor, and develop a team.
• Experience analyzing complex issues, identifying root causes, and creating action plans.
• Strong project management, prioritization, written communication, and interpersonal skills.
• Ability to evaluate and adopt AI and automation tools.
• Professional proficiency in English.
• Ability to work in a fast-paced international environment.

Nice to Have

• Knowledge of spreadsheets, business planning, or business intelligence.
• Familiarity with HTML, CSS, SQL, APIs, or data integrations.
• Financial qualifications in areas such as payroll, accounting, financial risk management, or pensions.
• Certifications in customer support, project management, or ITIL.
• An additional European language.

Compensation and Benefits

• CAD 85,000–100,000 annual salary.
• Equity package and comprehensive benefits.
• Generous time off and parental leave policies.
• High-end work equipment.