Senior Manager, Customer Support Full Time

This leadership role is an opportunity to shape and scale a next-generation customer support function within a fast-growing SaaS environment serving government agencies. You will be responsible for building a high-performing, AI-enabled support organization that delivers exceptional service across complex enterprise environments. Acting as both a strategic leader and hands-on operator, you will elevate support operations, strengthen escalation frameworks, and ensure customers receive reliable, high-quality assistance throughout their lifecycle. You will play a key role in transforming support into a strategic differentiator by introducing automation, knowledge systems, and AI-driven workflows. Working closely with Product, Engineering, Customer Success, and Professional Services, you will help drive continuous improvement across the entire customer experience. This is a high-impact role where leadership, operational excellence, and technical depth converge to support mission-critical public sector solutions.

Accountabilities

• Lead, coach, and develop a high-performing team of Support Analysts, fostering a culture of accountability, trust, and continuous growth
• Define and execute the support strategy, balancing operational execution, escalation management, and long-term functional development
• Own escalation and incident response processes, ensuring timely resolution of high-priority issues and clear cross-functional coordination
• Act as a key escalation point for complex customer issues, including high-visibility incidents and production events
• Drive the evolution of AI-powered support operations, including AI agents, prompt workflows, and tool integration strategies
• Oversee premium support programs, ensuring SLA adherence, proactive engagement, and consistent enterprise customer experiences
• Build and scale knowledge management systems using KCS practices and AI-assisted content generation to improve self-service capabilities
• Develop and maintain support performance metrics, dashboards, and executive reporting to guide strategic decisions
• Partner cross-functionally with Product, Engineering, Customer Success, and Professional Services to improve customer outcomes and platform reliability
• Manage onboarding, training, and career development programs to build a strong internal talent pipeline within Support

Requirements

• 5+ years of experience in a post-sales technical leadership role within a SaaS environment (Customer Support, Technical Support, or similar)
• Proven experience managing support teams through periods of growth, transformation, or operational scaling
• Strong background in enterprise SaaS environments with complex, highly configurable customer systems
• 3+ years of experience in incident management, escalation leadership, or production support operations
• Hands-on experience applying AI in support workflows, including AI agents, LLM tools, or automation in customer service environments
• Experience implementing KCS (Knowledge-Centered Service) methodologies and building scalable knowledge programs
• Strong analytical skills with experience managing metrics such as SLA performance, CSAT, backlog, and resolution times
• Demonstrated ability to lead cross-functional escalation efforts across Engineering, Product, Sales, and Customer Success
• Excellent communication skills with the ability to engage both technical and non-technical stakeholders
• Strong people leadership skills, including coaching, performance management, and team development
• Nice to have: experience in government technology, Salesforce-based environments, or Service Cloud/Zendesk support ecosystems

Benefits

• Competitive salary package aligned with experience and internal equity standards (CAD 126,000-135,000 base salary range)
• Fully remote work environment with occasional travel (1-2 times per year) for team or company gatherings
• Comprehensive benefits package supporting health and well-being (based on employment type)
• Opportunity to lead and transform a strategic, AI-enabled support function in a high-growth SaaS company
• Exposure to mission-critical public sector technology used by government agencies
• Strong emphasis on professional development, leadership growth, and internal career progression
• Collaborative, inclusive, and mission-driven work culture
• Opportunity to shape the future of customer support through automation, AI, and knowledge-driven systems

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role’s core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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