What You'll Do
As a Senior Customer Support Manager, you'll lead a multi-skilled support team and elevate them from reactive problem-solvers to proactive business advisors for our B2B clients. This means:
• Coaching and managing a team handling everything from foundational technical support to advanced CRM consulting, setting clear performance expectations and holding the team accountable for outcomes.
• Building career pathways within the team, identifying and developing senior agents and future team leads from within.
• Coaching agents to shift from 'order takers' to 'consultants' - framing solutions in terms of business ROI and translating technical concepts into language dealers understand.
• Using advanced reporting and dashboards to evaluate performance based on client outcomes, retention risk, and resolution quality - not just ticket volume.
• Serving as the escalation anchor for high-impact B2B client issues spanning multiple systems, including website lead routing, CRM integrations, marketplace feeds, and billing.
• Implementing and maintaining QA scoring for support interactions, using findings to drive targeted coaching rather than reactive correction.
• Managing scheduling, capacity planning, and workload distribution to ensure coverage across volume peaks.
• Recruiting, developing, and retaining high-performing support professionals, and surfacing frontline insights to inform product, sales, and leadership decisions.
What We're Looking For
• 5+ years of progressive experience in customer support, customer success, or technical support within a B2B SaaS or technology environment, including at least 2 years in a direct people management role.
• Demonstrated experience coaching a support team toward consultative, outcome-oriented behaviors rather than transactional issue resolution.
• Proven ability to manage complex, multi-system B2B client escalations involving technical troubleshooting, CRM issues, or business ROI impact.
• Strong command of support and CRM tooling and workforce management.
• Comfort using data and dashboards to evaluate performance, including CSAT, FCR, resolution time, and retention indicators.
• Experience operating in a performance-based environment - setting targets, running performance reviews, and managing underperformance with clarity and fairness.
• Strong written and verbal communication skills, with the ability to manage escalated client conversations and represent team performance to leadership.
• Experience with and a deep understanding of capacity planning.
Bonus Points
• Experience supporting dealership customers in powersports, RV, marine, equipment, or automotive verticals - or any field-service or location-based SMB segment.
• Familiarity with CRM platforms, dealer website technology, or AI-assisted support tools.
• Background building or maintaining a QA scoring framework for a support team.
• Experience managing support across multiple concurrent product lines or customer segments.
• Exposure to change management methodologies or structured coaching programs.
So come and join our team - because every role is a big role in our plans to go big.
Department Software Locations Toronto, ON
