Job DescriptionWe are looking for a talented Senior Manager, Technical Support to join our growing global team at Sectigo.
The Senior Manager, Technical Support plays a pivotal leadership role in driving operational excellence and delivering superior customer support experiences across multiple channels including tickets, chat, and calls. This seasoned professional will lead a high-performing team, optimize support processes, and ensure alignment with global standards and compliance frameworks. The role demands a strategic thinker with deep expertise in support operations, strong analytical capabilities, and a passion for continuous improvement.
Here are the core functions, responsibilities, and expectations for this role:
Operational Excellence- Take Ownership & Drive support operations by designing and optimizing scalable workflows, SOPs, and best practices to improve response efficiency and resolution volume.
- Lead modernization of support infrastructure through automation initiatives, platform enhancements, and tooling strategy to eliminate operational bottlenecks and enable high-volume performance.
- Own monthly and quarterly business reviews (MBR/QBR) with leadership, leveraging KPI performance on CSAT, NPS, SLA compliance, First Response Time, and Mean Time to Resolution to influence operational decisions.
Strategic Leadership- Lead and develop 20+ high-performing team members across global time zones, fostering a culture built on customer obsession, ownership, and continuous improvement.
- Define and execute strategic objectives; set expectations through performance frameworks, coaching plans, and growth paths aligned to organizational goals.
- Champion transformation initiatives that elevate service delivery, improve efficiency, and align operations with evolving business priorities.
Cross-Functional Collaboration- Build strong alignment with Product, Engineering, Customer Success, Partner Operations, and Sales to ensure seamless customer journeys and feedback loops.
- Translate customer insights into product recommendations and operational improvements, actively influencing roadmap priorities and support integrations.
- Partner with global operations to standardize processes and scale best practices across regions and business units.
Compliance & Governance- Establish governance frameworks that align support operations with GRC (Governance, Risk & Compliance) standardsand industry regulations.
- Ensure all teams are fully trained and audited for process adherence, security protocols, and compliance policies, maintaining operational integrity and risk mitigation.
Data-Driven Insights- Build & leverage analytics to identify support trends, forecast capacity, and uncover optimization opportunities across global operations.
- Provide executive-level reporting and actionable insights to drive strategic planning, process innovation, and customer experience improvements.
Customer Success & Experience- Oversee queue health, workload distribution, and capacity planningto ensure service delivery meets or exceeds SLA and quality benchmarks.
- Conduct regular case, chat, and call reviews to reinforce service excellence and accountability across teams.
- Proactively engage with key customers and stakeholders to build trust, accelerate issue resolution, and drive long-term retention.
Additional tasks associated with this position may be assigned in response to company initiatives and business needs.
More information about this role:
- This is a full-time and in-office position, reporting to our Ottawa office 5 days a week.
- The targeted compensation package for this role is between CAD 95,000 and 112,000, subject upon internal equity and years of experience. We may make further adjustments through an approval process if the targeted compensation range needs to be modified based on business needs and market trends.
QualificationsEducation:- Bachelor's degree in a related field is strongly preferred. An advanced degree is preferred.
Experience:- Minimum of 10+ years of hands-on experience in customer-centric roles within the software/IT industry is required.
- Minimum of 6+ years of experience in leadership roles, including managing teams and projects is required.
Ideal Candidate Profiles, Talents, and Desired Qualifications:- Demonstrated ability to work both independently and collaboratively in a global, cross-functional environment.
- Prior experience in an agile, customer-centric setting, Managed a team of 20+ agents/engineer.
- Strong leadership skills with the ability to inspire and develop a high-performing team.
- Excellent verbal and written communication skills, with the ability to convey complex topics and compliance requirements to non-technical stakeholders.
- Proficiency with customer support tools and CRM systems for tracking, managing, and reporting customer interactions and support tickets.
Additional InformationVideos To Watchhttps://www.youtube.com/watch?v=R2zvMKayp8I
