Job Summary
The Senior Manager, Support Operations is a high-accountability leadership role responsible for building and running ComPsych’s end-to-end Support Operations function from the ground up. This leader will own the full lifecycle of external user support across ComPsych’s digital properties — spanning GuidanceResources and AbsenceResources platforms — including outage communications, ticket management, client-facing support infrastructure, client facing self help guides, and the team that delivers it.
This is a foundational leadership role. The Senior Manager will be responsible for building and scaling a new customer support function from the ground up, including designing operating models, establishing team processes, selecting and implementing support technologies, and creating communication and escalation frameworks. These systems and practices will serve as the operational backbone of ComPsych’s customer support organization. The ideal candidate is a strong operational leader who combines strategic thinking with hands-on execution, excels at creating structure in evolving environments, communicates with clarity and influence, and is deeply committed to delivering an exceptional customer experience.
Primary Responsibilities
- Hire, onboard, and develop a team of Tier 1 and Tier 2 Support Operations Agents and a Support Operations Administrator.
- Establish clear roles, performance expectations, and career development plans for team members.
- Foster a culture of accountability, customer focus, and effective communication.
Incident Communications & Escalation
- Own all outage communications, including internal alerts, client notifications, status updates, and resolution messaging.
- Maintain communication templates for status pages, phone announcements, Teams alerts, and client communications.
- Manage communication approvals and stakeholder coordination.
- Ensure customer communications and engineering incident response remain clearly separated.
Support Operations
- Oversee client support across portal, email, and phone channels.
- Implement and manage a tiered support model, including escalation management and support for key clients.
- Own the priority escalation process for business-critical client issues.
- Define and monitor support SLAs for response times, issue resolution, and client communications.
Systems & Process Management
- Lead the selection, implementation, and administration of the customer support platform.
- Manage support communications infrastructure, including status messaging, phone announcements, alert channels, and distribution lists.
- Partner with Product and Engineering teams to strengthen monitoring, alerting, and operational readiness.
Performance & Continuous Improvement
- Define and track key support metrics, including SLA performance, CSAT, first-contact resolution, and escalation rates.
- Provide regular reporting and operational insights to leadership.
- Drive continuous improvement initiatives based on support data and customer feedback.
- Maintain an accurate and up-to-date help center and knowledge base.
- Perform other duties and special projects as assigned.
Job Qualifications
- 5+ years of relevant experience in customer support, account management, support operations, or a related operational leadership role
- 3+ years of people management experience, including hiring, onboarding, and performance management
- Demonstrated experience building or standing up a new team, function, or operational capability from scratch
- Strongtrack recordof owning outage or incident communications in a customer-facing environment
- Experience implementing and managing a customer support platform (Zendesk, Freshdesk, or equivalent)
- High accountability orientation
owns outcomes independently and consistently follows through on commitments
- Strong written and verbal communication skills, with the ability to present data-driven insightstosenior leadership
- Ability to manage multiple priorities independently in a dynamic work environment
- High attention to detail and a commitment to data accuracy and reliability
- Bachelor27s degree in related field,preferred
Other Requirements:
- Consistent and reliable high-speed internet and workspace free from distraction, disruption, or noise is required
- Ability to be present on camera during work-related trainings, meetings, and/or events
- Must be able to sit or stand at a desk for prolonged periods while working on a computer
*This posting is for an existing job vacancy*
Benefits and Perks
- Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
- The salary range for this position is 150,000 CAD plus bonus. The base salary represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, and scheduled hours.
*This posting is for an existing job vacancy*
