Manager, Customer Support

Role overview

This is a leadership role managing a customer support team for a cloud-based clinical platform that serves healthcare providers. The position treats support as a product, blending people management with operational optimization, data analysis, and cross-functional partnership with engineering and product teams. The focus is on building a technically-oriented team that improves resolution speed, case quality, and customer outcomes through experimentation, analytics, and continuous process refinement.

Responsibilities

- Lead and develop a team of approximately 8-10 Support Specialists and Support Engineers, owning hiring, onboarding, coaching, weekly 1:1s, and performance management - Manage daily support operations including case triage, routing, escalation workflows, and real-time queue monitoring to ensure SLA commitments are met - Design and run experiments aimed at improving resolution speed, first-contact resolution rates, and customer satisfaction scores - Build dashboards, define KPIs, and produce monthly performance reports while translating case data into prioritized feedback for engineering and product - Partner with Engineering, Product, and Customer Operations teams to surface urgent issues, influence roadmap priorities, and close upstream feedback loops - Own and maintain the support playbook, troubleshooting guides, and the QA process for AI-assisted case resolution, including quality audits

Requirements

- 5+ years in technical support, customer success operations, or technical account management, with at least 2 years managing people - Proven track record managing to SLAs within a technical support or customer operations environment - Experience supporting technical products such as SaaS, B2B software, or healthcare technology where troubleshooting goes beyond scripted responses - Data fluency: has built dashboards, analyzed trends, and used metrics to drive operational improvements rather than simply reporting on them - Demonstrated ability to coach, develop people, and collaborate cross-functionally with engineering, product, or customer success teams - Systems thinker with a product management mindset, comfortable optimizing workflows, learning product architecture, and operating in ambiguity

Nice to have

- Experience in healthcare, health tech, or other regulated industries - Exposure to AI-assisted support workflows or LLM-based tooling - Prior background as a technical support engineer or individual contributor before moving into management - Familiarity with case management platforms such as Notion, Linear, Salesforce, or Intercom

Benefits and work setup

- Salary range: $110,000-$140,000 CAD - Opportunity to shape a relatively new support model, designing processes rather than following a fixed playbook - Equal opportunity employer with a stated commitment to a diverse and inclusive workforce