Position Summary

We are looking for a Manager, Customer Support to join our growing team.

In this role, you will oversee the customer support department's operations, ensuring that the team provides the highest level of service to our customers. You'll manage a team of customer support representatives supporting Practice Better's growing practitioner base. The team handles 4,000+ monthly inquiries across email and calls, supporting both practitioners (nutritionists, coaches, therapists) and their clients. Your team operates in a fast-paced environment with frequent product updates, complex integrations, and the need to balance efficiency with empathy in a health-focused space. This role involves developing and implementing customer service policies and procedures, and working closely with other departments to resolve customer issues efficiently and effectively.

For the first 90 days, you'll transition into the role as a Team Lead with direct support from the Senior Manager of Customer Support. This structured onboarding period allows you to develop essential management skills, learn team operations and workflows from a leadership perspective, and build confidence in your new responsibilities before taking on the full scope of the manager role. It also ensures a smooth transition as you shift from peer to leader and helps you establish your leadership approach with dedicated mentorship.

Success during this phase looks like establishing trust with the team, effectively running 1:1s and team meetings, providing clear and actionable feedback, managing day-to-day support operations, and demonstrating sound judgment in escalations and prioritization. You'll also slowly transition out of the ticket queue during this period-this means handling some tickets as needed until we can fully take you off the queue and shift your focus entirely to management responsibilities. By the end of the 90 days, you'll be positioned to take on the full scope of the Manager role with clarity, confidence, and ongoing leadership support.
What You'll Be Doing

• Lead, coach, and develop the Customer Support team through hiring, training, regular 1:1s, clear and actionable feedback, and performance conversations that drive growth and accountability.
• Foster a culture of psychological safety, trust, and empathy, ensuring team members feel heard while still holding a high bar for ownership and outcomes.
• Guide the team through change by communicating context, setting expectations, and helping individuals understand the why behind decisions.
• Manage daily operations of support queues, including specialized queues (ePrescribe, Team Plan vs Non-Team Plan tickets)to ensure timely, high-quality support.
• Handle complex or escalated customer issues, providing timely and effective resolutions.
• Develop and implement Customer Support policies, procedures, and standards to improve customer satisfaction, efficiency, and consistency.
• Monitor and analyze customer service performance metrics using Zendesk and Sigma dashboards; identify trends, surface insights, and drive data-informed improvements.
• Identify recurring themes and systemic issues in support tickets and partner cross-functionally to address root causes.
• Ensure the Customer Support team has the tools, training, and knowledge to provide exceptional customer experiences.
• Collaborate with other departments, such as Marketing and Product, to improve the end-to-end customer experience.
• Identify skill gaps and growth opportunities across the team and partner with Leadership to support development plans, enablement, and career progression.
• Report on Customer Support performance, trends, and overall team health to leadership.

Key Performance Areas

You'll be accountable for:

• Maintaining 93%+ CSAT scores across the support team
• Achieving 100% First Response Time within 4-hour SLA
• Driving continuous improvement in ticket resolution efficiency
• Managing team capacity and coverage to meet support demand
• Building team culture through recognition programs and engagement initiatives
• Reducing escalations through proactive coaching and knowledge gap identification
• Contributing to company-wide initiatives like eNPS action planning

What You Bring

• 2+ years of relevant experience in Customer Support within a B2B SaaS environment
• A people-first leadership mindset with the ability to balance empathy and accountability
• Strong emotional intelligence and communication skills, including the ability to navigate challenging conversations with clarity and confidence
• Comfort leading teams through operational change without defaulting to "this is how we've always done it." You think critically about how processes can be improved for both customers and the team.
• Proven ability to collaborate with other cross-functional teams and manage multiple priorities while providing an excellent level of customer service
• Analytical, curious, and adaptable-you seek solutions, not perfection, and are comfortable operating in a fast-moving, growth-stage environment.
• A strong sense of ownership and accountability for team performance, customer outcomes, and continuous improvement.
• Experience working with modern support and collaboration tools (Zendesk, Ada chatbot, Slack, HubSpot, Guru, Notion, Sigma, Google Suite)

Bonus Points

• Experience in the Health & Wellness industry with some level of knowledge of how our software supports practitioners
• Knowledge of or technical proficiency with both Practice Better and That Clean Life software platforms

Compensation & Pay Transparency

At Practice Better, we believe in pay transparency, equity, and fairness. We benchmark compensation against similar-stage, high-growth SaaS companies in both Canada and the United States and review our salary bands regularly to ensure they remain competitive and aligned with market trends.

Each role has a defined pay range based on its level, scope, and geographic location. Final offers are determined by several factors, including experience, demonstrated skills, and location, to ensure consistency and equity across our team.

Anticipated Salary Range (Canada): $100k - $115k CAD

We take a holistic approach to compensation, combining salary, benefits, and flexibility. Our goal is to provide total rewards that support both your professional growth and personal well-being.

The range above reflects our expected compensation for this role, based on current market data. Final offers may vary depending on factors such as location, skills, depth of experience, and relevant certifications. All compensation ranges are reviewed regularly and may evolve over time to reflect changes in the market.
What We Offer

Comprehensive Benefits
We offer a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage from day 1, as well as RRSP matching, generous paid parental leave, and annual learning stipends.

Remote-First, Connected CultureOur remote-first model gives you autonomy and flexibility, with optional access to our downtown Toronto office for in-person collaboration. We also host regular off-sites and team gatherings across North America, because connection, creativity, and shared moments matter.

Wellness and Growth

• Unlimited vacation, built on trust, clear expectations, and real support for taking time off
• Company RRSP program with employer-matched contributions
• Comprehensive health and dental benefits from day 1
• $750 annual Health & Wellness Allowance
• $1,000 annual Learning & Development Allowance to support your growth
• $500 annual Home Office Allowance to set up a productive remote workspace
• Sprout Family: personalized support for family-building and fertility journeys
• Inkblot: confidential, digital mental health support from licensed professionals
• Company-wide holiday closure in December
• Regular virtual company-wide events, lunches, and team socials to stay connected