Customer Support Manager

Customer Support Manager Pure Facts  Financial Solutions Toronto, Ontario, Canada About this position

About Pure Facts Financial Solutions

Pure Facts is the leader in the Revenue Performance Management category for wealth and asset management firms. The Pure Revenue™ Platform helps organizations maximize revenue potential by connecting pricing, billing, compensation, advisor behavior, and AI-powered intelligence within a single Revenue Book of Record. By transforming fragmented revenue processes into a coordinated growth system, firms gain greater visibility, stronger pricing discipline, improved revenue capture, and more effective advisor alignment.

The result is faster organic growth, improved profitability, and increased enterprise value. For more than 25 years, Pure Facts has helped leading financial institutions turn revenue from an operational process into a strategic advantage.

At Pure Facts, we are building an AI-native platform and company. We embed AI, intelligent automation, and agentic workflows across our products and operations to detect anomalies, surface insights, streamline repetitive work, and support faster, better decision-making. In a highly regulated industry, we believe AI must be practical, governed, and auditable—amplifying human expertise while helping our teams and clients focus on higher-value, strategic work.

About the role

The Customer Support Manager is responsible for leading the day-to-day operations of the Customer Support team, ensuring exceptional service delivery, operational excellence, and a consistent customer experience across the Pure Facts Compensation Applications portfolio.

This role focuses on coaching and developing a high-performing team, managing customer support operations, driving service quality, and partnering with cross-functional teams to resolve customer issues efficiently. The Customer Support Manager serves as the operational leader for the support organization, ensuring customers receive timely, professional, and proactive support while continuously improving team performance and support processes.

What you'll do

• Lead, coach, mentor, and develop a team of Customer Support Analysts (including one overnight Analyst)
• Conduct regular one-on-one meetings, performance reviews, and career development discussions.
• Support hiring, onboarding, and training of new team members.
• Foster a collaborative, accountable, and customer-focused culture.
• Balance workloads and ensure appropriate coverage across support shifts.
• Promote knowledge sharing and continuous learning within the team.

Customer Support Operations

• Oversee daily support operations and ticket queues, directly handling escalations as needed (including overnight escalations).
• Monitor SLA performance, backlog health, response times, and customer satisfaction.
• Manage customer escalations and coordinate timely resolution with internal teams.
• Ensure consistent and proactive customer communication throughout the support lifecycle.
• Identify recurring issues and drive operational improvements.
• Monitor operational metrics and use data to improve team performance.

Customer Experience

• Build trusted relationships with customers through professionalism, responsiveness, and transparency.
• Participate in customer operational reviews and escalation meetings as needed.
• Partner with Customer Success Managers to provide a seamless customer experience.
• Advocate for customer operational needs while maintaining alignment with company processes and priorities.

Operational Coordination

Coordinate customer operational activities including:

• Production readiness activities
• Customer onboarding support
• Environment readiness coordination
• Release readiness validation
• Customer testing coordination
• Follow-up and issue tracking

Partner with…