Head of Customer Service & Technical Support

Role Overview

We are looking for a Head of Customer Service and Technical Support to build, elevate, and scale a world‑class support organization for our B2B customer base.

Your mission is to transform every service interaction into trust‑building moments that strengthen loyalty and empower our customers.

You will own the entire customer support experience across chat, email, phone, leading a 24/7 team while partnering with engineering, product, and operations to rapidly resolve issues and continuously improve the journey.

• Build and manage a high‑performing customer service and technical support team.
• Review tickets for quality, tone, accuracy, and timeliness.
• Coach, mentor, and train support specialists.
• Implement and manage best‑in‑class tools and processes.
• Ensure customers receive fast, empathetic, accurate service across all channels.
• Proactive outreach to customers about business‑impacting issues.
• Maintain high standards for NPS, CSAT, first response time, resolution time, automation rate, and overall support cost.
• Structure and refine SLAs, escalation paths, and service policies.

• Champion AI and automation tools to reduce manual ticket volume while keeping quality.
• Develop and continuously improve helpdesk articles, training videos, macros, AI‑enabled agents, and internal SOPs.

• Become a subject‑matter expert in Smart Store hardware and Platform software.
• Review support trends to give actionable insights to engineering, product, and operations teams.
• Escalate issues and ensure timely resolution and follow‑up with customers.
• Balance customer needs with business needs to build scalable, sustainable policies.

• Lead during major outages or high‑impact customer issues.
• Set up clear escalation protocols for team, executives, and customers.
• Remain composed under pressure and communicate promptly, accurately, transparently.

• High empathy for entrepreneurs and small‑business operators.
• Calm under pressure, handling emotionally charged conversations.
• Relentlessly resourceful with practical workarounds.
• Fast‑thinking, relationship‑driven, committed to customer success.
• High ownership and agency, taking extreme responsibility.

• 5+ years in customer support or technical support, 2+ years leading teams.
• Proven ability to run a multi‑channel 24/7 support operation.
• Expert in Hub Spot, Intercom, Zendesk, or similar platforms.
• Strong program & project management skills improving SLAs and processes.
• Experience designing escalation frameworks and incident‑management playbooks.
• Experience managing support teams overseas or via BPO.

• Curiosity about AI tools for customer service.
• Experience with connected devices, SaaS, or hardware‑plus‑software products.
• Proficiency with computer and networking hardware for basic troubleshooting.
• Bonus: small business owner/operator experience.
• Bonus: experience in vending, micro‑markets, CPG, retail, or food service.

• Competitive salary + equity package.
• Health, dental, and vision benefits for employees and dependents.
• Free meals at office through Kitchen Mate.
• Monthly gym‑membership stipend.
• Remote flexibility with access to Toronto office.
• Downtown office location next to Union Station with gym, pickleball court, and more.

Micromart is an equal‑opportunity employer and welcomes applicants from all backgrounds.