Lead the Customer Support team at PureFacts as a Customer Support Manager, focusing on exceptional service delivery and team development. Drive operational excellence while ensuring a seamless customer experience across the Compensation Applications portfolio.

In this pivotal role, you will oversee day-to-day operations of a high-performing support team, implementing strategies for coaching and performance management. Your responsibilities will include managing customer escalations, monitoring service-level agreements (SLAs), and maintaining strong communication with customers throughout the support lifecycle.

Key Responsibilities:
• Lead and mentor Customer Support Analysts effectively
• Monitor ticket queues and handle escalations as needed
• Foster a customer-focused and collaborative team culture




• Analyze operational metrics to drive performance improvements
• Ensure proactive communication with customers throughout their experience

Requirements:
• 5+ years in enterprise SaaS support environments
• 3+ years leading technical support teams
• Proven experience in managing escalations and SLAs
• Solid analytical and problem-solving skills
• Excellent communication and organizational abilities

Enhance customer satisfaction and team efficiency by delivering top-tier support and continuous improvement initiatives at PureFacts.
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📌 Customer Support Manager at PureFacts (Ontario)
🏢 PureFacts Financial Solutions
📍 Ontario