Manager, Customer Support

Role overview Lead the customer support function for a cloud-based clinical SaaS platform serving independent primary care practices. This role treats support as a product: combining people management, operational rigor, and data-driven experimentation to lift resolution speed, case quality, and upstream product improvements. The position partners closely with Engineering, Product, and Customer Operations to translate frontline insights into systemic change.

Responsibilities

- Manage a team of approximately 8–10 Support Specialists and Support Engineers, owning hiring, onboarding, coaching, performance management, and retention - Run daily case triage, routing, and escalation workflows; monitor queue health in real time and clear bottlenecks before they reach customers - Design and execute experiments that improve time-to-resolution, first-contact resolution, and customer satisfaction, while auditing the quality of AI-assisted case handling - Build dashboards, define KPIs, and lead weekly case reviews to surface patterns and feed prioritized feedback into Engineering and Product roadmaps - Maintain the Support playbook, documentation standards, and automation roadmap, recommending tooling that increases team leverage - Partner with Engineering Managers and Customer Operations to keep support context embedded in product decisions and resolve case-driving issues upstream

Requirements

- 5+ years in technical support, customer success operations, or technical account management, including at least 2 years managing people - Demonstrated track record of meeting SLAs in a technical support or customer operations setting - Hands-on experience with technical SaaS or B2B software products that require genuine troubleshooting beyond scripted responses - Data fluency: built dashboards, analyzed trends, and used metrics to drive measurable operational improvements - Systems-thinking mindset with product management instincts, including root cause analysis and upstream prevention - Strong coaching skills, cross-functional collaboration experience, and comfort operating with ambiguity in a relatively new support model

Nice to have

- Background in healthcare, health tech, or other regulated industries - Exposure to AI-assisted support workflows, LLM-based tooling, or quality assurance on automated responses - Prior individual-contributor experience as a technical support engineer - Familiarity with Notion, Linear, Salesforce, Intercom, or comparable support and case management platforms

Benefits and work setup

- Salary range of $110,000–140,000 CAD - Employer is an equal opportunity organization committed to a diverse and inclusive workforce