Manager, Customer Support

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Customer Support based in Canada.

We are seeking an experienced Customer Support Manager to lead a high-performing, multichannel support team in a fast-growing, technology-driven environment. In this hands-on leadership role, you will oversee daily operations across phone, email, live chat, and SMS, ensuring efficient service delivery and consistently excellent customer experiences. You will coach and develop Support Specialists, manage complex escalations, and optimize staffing and workflows to meet evolving customer needs.

Working closely with teams across Customer Success, AI Operations, Product, and Engineering, you will drive continuous improvements in support processes and technology. You will also leverage AI-powered tools and quality assurance systems to enhance team performance, identify operational gaps, and scale support capabilities. This fully remote opportunity is ideal for a data-driven leader who combines operational excellence, sound judgment, and a passion for developing people.

• Oversee daily customer support operations across phone, email, live chat, and SMS, maintaining appropriate staffing coverage, healthy support queues, and high standards of case resolution.
• Coordinate shift handoffs with fellow managers to ensure consistent priorities, seamless escalation management, and uninterrupted customer support throughout the day.
• Lead, coach, and develop Customer Support Specialists through regular one-on-one meetings, real-time feedback, performance reviews, and individualized development plans.
• Partner with senior Support Specialists, empowering them to provide day-to-day guidance and operational leadership while supporting their continued professional growth.
• Manage team schedules, daily huddles, and on-call rotations, using incoming support volume and demand forecasts to allocate resources effectively.
• Act as the final escalation point for complex, sensitive, or high-priority customer issues, providing informed recommendations and ensuring timely, customer-focused resolutions.
• Collaborate with leaders across Support, Customer Success, AI Operations, Product, and Engineering to address customer needs, resolve recurring issues, and improve support tools, routing, and workflows.
• Integrate AI tools into daily operations to improve productivity, and coach team members on their appropriate and effective use of AI agents.
• Monitor and report on team performance metrics and key performance indicators (KPIs), using data to identify trends, guide operational decisions, and communicate progress to leadership.
• Lead the team's AI-powered quality assurance program, using performance insights to identify coaching opportunities and distinguish individual development needs from product or tooling issues.
• Develop, document, and continuously improve standard operating procedures, support workflows, and routing logic to ensure consistency, efficiency, and scalability as customer demand grows.
• Balance hands-on problem-solving with effective delegation, ensuring the team operates independently while maintaining accountability for service quality and business outcomes.
• Identify opportunities to improve customer satisfaction, reduce resolution times, optimize resource utilization, and strengthen the overall support experience.

• At least 4 years of experience in customer support, including a minimum of 3 years of direct people management experience.
• Demonstrated experience leading customer support teams across multiple live channels, ideally including phone, email, live chat, and SMS.
• Proven ability to independently manage daily operations, make sound decisions with minimal oversight, and lead high-performing teams in fast-paced or ambiguous environments.
• Experience managing customer support operations where AI plays a direct role in customer interactions, rather than functioning solely as a backend tool.
• Previous support management experience in production accounting, production payroll, entertainment, finance, SaaS, Fin Tech, or a related industry.
• Strong operational judgment, including the ability to forecast incoming support volume, allocate resources, manage schedules, and develop scalable workflows and standard operating procedures.
• Demonstrated ability to handle complex or high-visibility escalations with professionalism, empathy, and a solutions-oriented approach.
• Strong…