Support Manager

About Demand Bridge

Demand Bridge provides specialized software solutions that help marketing, print, and supply chain organizations streamline complex operational workflows. Their platform supports businesses with tools designed to improve operational visibility, optimize workflows, and simplify day-to-day processes in industries where efficiency and reliability are critical. With an established customer base across North America, Demand Bridge operates in an environment where product stability and customer support directly impact customer success.

Demand Bridge is part of Fluent Software Group (a Valsoft Corporation operating group), a global acquirer and operator of vertical market software businesses. We focus on specialized industries where expertise creates lasting advantages and long-term value.

We're hiring an experienced Support Manager to lead a distributed customer support team within a complex and evolving SaaS environment. This role is ideal for a calm, process-oriented leader who can bring structure, accountability, and stability while earning the trust of a long-tenured team. You’ll play a key role in improving support operations, reducing ticket response delays, and strengthening collaboration between Support and Engineering.

Location:

Remote (Canada or USA)

The salary range for this role is approximately $75,000-$90,000 USD, plus a target 10% bonus. Final compensation will be determined based on experience, skills, and location.

Team Leadership & Support Operations

• Lead, coach, and support a distributed customer support team across North America and the Philippines.

• Establish clear triage, follow-up, and resolution processes to improve response times and ticket management.

• Serve as the primary escalation point for complex customer issues and support-related concerns.

Process Improvement & Operational Excellence

• Identify operational bottlenecks and implement more effective support workflows and processes.

• Partner closely with R&D and Engineering teams to improve bug backlog management and escalation cadence.

• Build visibility into support operations through reporting, documentation, and process tracking.

Strategic Collaboration & Transformation

• Contribute to improving the overall customer experience across multiple products and support channels.

• Support the rollout and adoption of AI-enabled support tools and workflows.

• Proven experience managing customer support or customer-facing teams within a technology or SaaS environment.

• Strong leadership skills with the ability to earn trust from experienced teams.

• Hands‑on experience using Jira for ticket management, escalation handling, and operational tracking.

• Comfortable handling client escalations and serving as a senior point of contact for unresolved issues.

• Organized, patient, and motivated by improving operational processes and team performance.

Strongly Preferred

• Experience in B2B SaaS, enterprise software, or legacy software environments.

• Exposure to ERP, procurement, print, or marketing supply chain software industries.

• Experience with AI-enabled support tools or automation initiatives.

• High-impact role with direct influence on customer experience and operational transformation.

• Collaborative environment working closely with Support, Engineering, and executive leadership.

• Opportunity to create long-term operational improvements within a growing organization.

Fluent Software Group is committed to building diverse, equitable, and inclusive teams. We welcome applications from candidates of all backgrounds, identities, and experiences, and all qualified applicants will be considered without regard to race, gender, age, disability, religion, sexual orientation, or any other protected characteristic.