Senior Manager, Customer Support

Jobgether • Canada

Remote

This Job is No Longer Active This position is no longer accepting applications

AI Summary

Lead a high-performing support team, develop AI-enabled support operations, and drive customer experience improvement in a fast-growing SaaS environment serving government agencies. 5+ years of experience in post-sales technical leadership required. Strong analytical skills and experience with AI, KCS, and enterprise SaaS environments necessary.

Key Highlights

Lead a high-performing support team

Develop AI-enabled support operations

Drive customer experience improvement

Key Responsibilities

Lead, coach, and develop a high-performing team of Support Analysts

Define and execute the support strategy

Own escalation and incident response processes

Drive the evolution of AI-powered support operations

Oversee premium support programs

Build and scale knowledge management systems

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Technical Skills Required

AI KCS Enterprise SaaS Incident management Escalation leadership Production support operations Knowledge-Centered Service Knowledge management systems SLA performance CSAT Backlog Resolution times

Benefits & Perks

Competitive salary package

Fully remote work environment

Comprehensive benefits package

Opportunity to lead and transform a strategic support function

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Nice to Have

Experience in government technology

Salesforce-based environments

Service Cloud/Zendesk support ecosystems

Job Description

This leadership role is an opportunity to shape and scale a next-generation customer support function within a fast-growing SaaS environment serving government agencies. You will be responsible for building a high-performing, AI-enabled support organization that delivers exceptional service across complex enterprise environments. Acting as both a strategic leader and hands-on operator, you will elevate support operations, strengthen escalation frameworks, and ensure customers receive reliable, high-quality assistance throughout their lifecycle. You will play a key role in transforming support into a strategic differentiator by introducing automation, knowledge systems, and AI-driven workflows. Working closely with Product, Engineering, Customer Success, and Professional Services, you will help drive continuous improvement across the entire customer experience. This is a high-impact role where leadership, operational excellence, and technical depth converge to support mission-critical public sector solutions.

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