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 cooperative 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
- Strong 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.

📌 Customer Support Manager at PureFacts (Toronto)
🏢 PureFacts Financial Solutions
📍 Toronto