Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we've been focused on building a delightful, world-class experience that empowers physicians to deliver phenomenal care to patients. We're looking for a Manager, Customer Support to lead a high-performing team of Support Specialists and Support Engineers.

This isn't traditional support management—you'll treat support as a product, using data to diagnose friction, design experiments to improve resolution speed and quality, and continuously optimize the system that delivers customer outcomes. You'll be the operational leader for Elation's support experience, owning team performance, development, and the daily execution of SLA commitments. You'll partner closely with Engineering, Product, and Customer Operations to translate support insights into product improvements, and build the analytics infrastructure that makes support performance transparent and actionable.

Manage approximately 8–10 Support Specialists and Support Engineers, owning hiring, onboarding, development, performance management, and retention Conduct weekly 1:1s focused on skill development, case quality review, and career growth Coach your team to critically evaluate AI-generated recommendations and deliver exceptional customer outcomes—quality over speed Hold your team accountable to SLA commitments, including time-to-resolution, backlog targets, and customer satisfaction scores Own Support Operations & Processes Manage the daily execution of case triage, routing, and escalation workflows to ensure efficient resolution Monitor case queue health in real time and identify bottlenecks or quality issues before they impact customers Design and run experiments to improve case resolution speed, first-contact resolution rates, and customer satisfaction Build and maintain the Support playbook, including documentation, troubleshooting guides,



and AI-assisted workflow standards Own the QA process for AI-assisted case resolution; audit quality regularly and coach to gaps Drive Data-Driven Insights Treat metrics as your product: build dashboards, define KPIs, and make support performance visible and actionable Translate case data into prioritized feedback for Product and Engineering teams Own monthly reporting on team performance, SLA trends, top case drivers, and escalation patterns Use data to forecast capacity needs, identify skill gaps, and recommend training investments Work closely with Engineering Managers to keep support context present in product decisions Collaborate with Customer Operations on service standards and cross-functional initiatives Surface urgent product issues and provide context for prioritization decisions Proactively identify inefficiencies in support workflows, tooling, or documentation and drive improvements AI response quality, case routing logic, knowledge base search) Master the case data: know the top case drivers, current SLA performance, and team capacity model SLA performance: Case quality: AI-assisted case resolution accuracy at 95%+; Your case data analysis drives 3+ roadmap prioritization decisions that reduce case volume 5+ years in technical support, customer success operations, or technical account management, with at least 2 years managing people ~ Proven track record managing to SLAs in a technical support or customer operations workplace ~ Experience with technical products (SaaS, B2B software, healthcare tech preferred)



where support requires genuine technical troubleshooting, not just scripted responses ~ Data fluency: You see support as a process to optimize, not just a queue to clear; Product management mindset: You understand root cause analysis and think about preventing issues upstream rather than just resolving them faster Technical credibility: You can learn product architecture, understand complex workflows, and coach support engineers on technical cases Coaching-oriented: You develop people through feedback, skill-building, and stretch opportunities—not just task assignment You hold your team accountable while supporting their growth You've worked effectively with Engineering, Product, or Customer Success teams where success required partnership You're excited to build operations for a new support model without a perfect playbook on day one Exposure to AI-assisted support workflows or LLM-based tooling Prior experience as a technical support engineer or individual contributor before moving into management Familiarity with Notion, Linear, Salesforce, Intercom, or similar support/case management platforms 110,000-140,000 CAD We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status. Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive. #

📌 Manager, Customer Experience - Remote (Calgary)
🏢 Elation Health
📍 Calgary