Manager, Customer SupportAt Cardata, delivering a great customer experience is central to how we operate and grow. We're looking for a
Manager, Customer Support to lead our customer-facing Support team and drive improvements in service quality, team performance, and operational efficiency.
In this role, you'll oversee daily Support operations, establish clear performance expectations, and use data to improve service levels, workforce capacity, and customer satisfaction. You'll also identify opportunities to streamline processes, introduce automation, and build a scalable Support function.
This role reports to the Chief Customer Officer.
What you will do:- Lead, coach, and develop the Customer Support team, establishing clear expectations, accountability, and performance standards.
- Own key Support metrics, including CSAT, response times, resolution times, ticket backlog, and quality.
- Manage workforce planning, scheduling, and queue capacity to ensure effective coverage and service levels.
- Oversee customer escalations, ensuring timely resolution, clear communication, and appropriate ownership.
- Identify operational inefficiencies and improve workflows, processes, and documentation to reduce manual work and recurring issues.
- Drive opportunities for AI, automation, and self-service to improve Support efficiency and customer experience.
- Establish consistent quality assurance, coaching, and onboarding practices to strengthen team performance.
- Partner with Customer Success, Product, Engineering, and Operations to address recurring customer issues and improve processes.
- Use operational data to identify trends, measure improvements, and inform staffing and business decisions.
What you bring:- 5+ years of experience in Customer Support, Customer Service, Contact Center, or a similar customer-facing environment.
- 2+ years of people-management experience, including coaching, performance management, and team development.
- Proven ability to improve Support KPIs, service levels, and operational efficiency.
- Experience with workforce planning, scheduling, queue management, and capacity forecasting.
- Strong analytical skills and experience using data to drive operational decisions.
- Experience managing customer escalations and improving Support processes.
- Strong communication, problem-solving, and cross-functional collaboration skills.
- Ability to thrive in a fast-paced environment and bring structure to evolving processes.
Nice to Have- Experience managing a high-volume, multi-channel Support or Contact Center environment.
- Experience with Zendesk or similar Support platforms.
- Experience with AI-powered Support tools, automation, self-service, or quality assurance programs.
- Experience leading remote or distributed Support teams.
- Experience in SaaS, technology, fintech, or a related industry.
Compensation:In line with Ontario's Pay Transparency legislation, the salary range for this role is $75,000 - $100,000 CAD annually, based on experience, skills, and alignment with the role requirements. This is a
vacant position, and we are hiring with intention and seeking someone who will bring new perspective, contribute meaningfully to the team, and grow with the organization.
What we offer in return for you bringing your best:
- Remote work and flexible working hours
- Mentorship and development opportunities (to help you achieve your career goals!)
- Extended medical & dental benefits
- Healthcare spending account
- $3,000 annual Health and Wellness Spending Account to support your overall wellbeing
- Employee assistance program (EAP)
- Flexible (Unlimited) Time Off: No annual cap on vacation, supported by a trust-based, flexible approach to time away.
