Senior Manager of Support
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Job Description
Senior Manager of Support leading Tier 1 organization in a fast-paced healthcare technology environment. Responsible for performance, strategy, operational excellence, and customer outcomes across support channels.
Responsibilities:
- Lead and develop a high-performing Tier 1 Support organization across phone, chat, email, self-service, and AI-assisted channels.
- Manage and coach frontline leaders while fostering accountability, customer obsession, and continuous improvement.
- Deliver seamless omnichannel customer experiences while ensuring service levels and support quality standards are consistently met.
- Optimize channel strategy, workflows, and automation to improve accessibility, efficiency, and AI containment effectiveness.
- Champion AI-first support transformation initiatives, including self-service, AI augmentation, and proactive support capabilities.
- Use analytics, QA insights, and customer feedback to identify operational gaps, reduce friction, and improve support outcomes.
- Partner cross-functionally with Product, Engineering, Customer Success, Training, and Operations teams to resolve root-cause issues and enhance customer experience.
Requirements:
- Bachelor’s degree in business, computer science, healthcare management or related field is preferred
- 5+ years of experience leading high-volume customer support organizations.
- 3+ years managing managers, supervisors, or large frontline support teams.
- Proven success managing omnichannel support environments including phone, email, and chat.
- Demonstrated experience improving customer satisfaction and operational KPIs at scale.
- Experience implementing or operating within AI-augmented support environments.
- Strong workforce management and operational planning experience.
- Experience in SaaS, healthcare technology, or other complex technical support environments preferred.
Benefits:
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- Robust wellness benefits, including an annual wellness stipend
- 3 weeks of vacation to start, a paid volunteer day of your choosing, plus 2 floating holidays to celebrate anything of significance to you
- Employee Stock Purchase Program
- Registered Retirement Savings Plan (RRSP) with 4% company match
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