About the role
The Customer Support Manager is responsible for leading the day-to-day operations of the Customer Support team, ensuring exceptional service delivery, operational excellence, and a consistent customer experience across the PureFacts Compensation Applications portfolio.

This role focuses on coaching and developing a high-performing team, managing customer support operations, driving service quality, and partnering with cross-functional teams to resolve customer issues efficiently. The Customer Support Manager serves as the operational leader for the support organization, ensuring customers receive timely, professional, and proactive support while continuously improving team performance and support processes.

What you’ll do
Team Leadership & Development

Lead, coach, mentor, and develop a team of Customer Support Analysts (including one overnight Analyst)

Conduct regular one-on-one meetings, performance reviews, and career development discussions.

Support hiring, onboarding, and training of recent team members.

Foster a collaborative, accountable, and customer-focused culture.

Balance workloads and ensure appropriate coverage across support shifts.

Promote knowledge sharing and continuous learning within the team.

Customer Support Operations

Oversee daily support operations and ticket queues, directly handling escalations as needed (including overnight escalations).

Monitor SLA performance, backlog health, response times, and customer satisfaction.

Manage customer escalations and coordinate timely resolution with internal teams.

Ensure consistent and proactive customer communication throughout the support lifecycle.





Identify recurring issues and drive operational improvements.

Monitor operational metrics and use data to improve team performance.

Customer Experience

Build trusted relationships with customers through professionalism, responsiveness, and transparency.

Participate in customer operational reviews and escalation meetings as needed.

Partner with Customer Success Managers to provide a seamless customer experience.

Advocate for customer operational needs while maintaining alignment with company processes and priorities.

Operational Coordination
Coordinate customer operational activities including:

Production readiness activities

Customer onboarding support

Environment readiness coordination

Release readiness validation

Customer testing coordination

Operational risk identification

Follow-up and issue tracking

Partner with Product, Engineering, DevOps, Professional Services, and Customer Success to ensure operational activities are completed successfully.

Note: The Customer Support Manager coordinates these activities but is not responsible for implementation or project ownership.

Cross-Functional Collaboration
Work closely with:

Product Management

Engineering

DevOps

Professional Services





Customer Success

Information Technology

Security

to resolve customer issues, improve support processes, and deliver an exceptional customer experience.

Continuous Improvement

Identify opportunities to improve support processes and customer experience.

Contribute to knowledge base improvements and internal documentation.

Support adoption of new tools, automation, and AI-enabled workflows that improve support efficiency.

Recommend operational improvements based on customer feedback and support trends.

Qualifications

5+ years supporting enterprise SaaS or enterprise software applications.

3+ years leading technical or customer support teams.

Experience managing customer escalations and SLA-driven support environments.

Strong communication, coaching, and organizational skills.

Experience collaborating with Product, Engineering, Professional Services, and Customer Success.

Strong analytical and problem-solving skills.

Ability to manage multiple priorities in a fast-paced environment.

Preferred

Financial Services or Wealth Management experience.

SQL troubleshooting experience.

Experience supporting cloud-based applications.

Success Measures
The Customer Support Manager will be measured by:

SLA attainment

Customer Satisfaction (CSAT)

Ticket backlog health

Escalation management

Team engagement and retention

Analyst development

Operational efficiency

Knowledge sharing and documentation quality

Continuous improvement initiatives

Cross-functional collaboration

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📌 Customer Support Manager (Ontario)
🏢 PureFacts Financial Solutions
📍 Ontario