Manager of Product Support Job Ottawa area,Ontario Canada,Management

Product Support is the front door to Float for thousands of Canadian businesses, and it is one of the strongest sources of product insight we have. We’re looking for a Manager to own that function: its people, its quality, its operations and its impact on customers
As part of our Product team, you will lead a team of Product Support Associates and Specialists, set the strategy and standards for how Float supports its customers, and make sure support scales with the business. You will be accountable for team results (SLAs, quality, CSAT and efficiency) and you will have real influence on the roadmap, our tooling and our AI-first approach to support
This role reports to the functional leader of the Product Support team. You will have full ownership of people management for your team, including hiring, performance management, compensation input, and career development. You will stay close enough to customers and the queue to lead credibly, particularly during escalations and incidents
Lead and develop a high-performing team
Own people management for the Product Support team: hiring, onboarding, 1:1s, performance reviews, promotions, and performance improvement plans where needed
Build and develop a leadership bench by coaching senior team members to run quality, coaching, and daily operations with increasing independence
Set clear goals and expectations, and keep every team member connected to their impact on customers and company outcomes
Build a culture of direct, kind feedback, ownership, and continuous learning
Own team health: workload, engagement, retention, and sustainable coverage
Own the strategy, standards, and results of Product Support
Define and execute the Product Support strategy, roadmap, and operating plan in line with company goals
Own team targets for SLAs, quality, CSAT, first-contact resolution, and cost-to-serve, and report on them to senior leadership
Set the quality bar: own the QA program, calibration practices, and coaching frameworks used across the team
Plan headcount, capacity, and hiring against product launches, customer growth, and seasonal demand
Build business cases for investment in people, tooling, and process
Scale through process, tooling, and AI
Own the support operating model: queue management, routing, escalation paths, approval-gated workflows, and cross-channel and bilingual coverage
Lead our AI-first approach to support. Identify, pilot, and roll out automation and AI assistants that improve quality and efficiency without compromising the customer experience
Serve as the business owner for key support tools (such as Zendesk, phone/IVR, AI assistants, and analytics platforms) and administer them
Make sure playbooks, macros, and internal documentation are accurate, current, and used
Define how the team measures itself. Build the dashboards, reporting cadence, and review rhythms that drive decisions
Incident management and communications
Own Product Support’s role in incident response for customer-impacting issues, and make sure a clear, practised process exists
Partner with Product, Engineering, Risk & Compliance, and Customer Success on incident coordination, and ensure customer and internal communications are timely, accurate, and empathetic
Lead post-incident reviews and drive the follow-up actions that prevent repeat issues
Be the voice of the customer
Turn case data, contact drivers, and frontline insight into clear recommendations for Product, Engineering, and GTM teams
Represent Product Support in roadmap planning and cross-functional initiatives, and make sure changes are supportable and land smoothly
Work with Product, Engineering, and the Help Centre content owner to keep the team and customers ready for releases
Co-design customer journeys and handoffs with…