Canada Full-Time CAD – / yearly Posted 1 day ago
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Location Canada
Job type Full-Time
Salary CAD – / yearly
Posted 18 Oct 2026 (1 day ago)
Region Canada
Category Technical Support
Source Jobicy
Work mode Remote
Our team is committed to enhancing physician and patient quality of life through Elation, a Saa S 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.
If you think like a Product Manager, love operations, and want to build a technically oriented team that drives real impact, this is the role for you.
What You’ll Do
Lead a High-Performing Team
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 growth opportunities




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
Run weekly case reviews with your team to identify patterns, high-volume issue types, and systemic product gaps
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
Partner Cross-Functionally




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
Build feedback loops to ensure case‑driving issues get resolved upstream
Proactively identify inefficiencies in support workflows, tooling, or documentation and drive improvements
Recommend and implement automation that increases team leverage (e.g., AI response quality, case routing logic, knowledge base search)
What Success Looks Like
First 90 Days
Build trust with your team through 1:1s, understanding strengths and challenges, and establishing clear expectations
Master the case data: know the top case drivers, current SLA performance, and team capacity model
Establish effective partnerships with Engineering Managers
Identify and fix 1–2 quick‑win process inefficiencies
First Year
SLA performance: Your team consistently meets time‑to‑resolution targets and keeps backlog under control
Case quality: AI‑assisted case resolution accuracy at 95%+; zero critical escalations due to poor case handling
Team development: At least one team member promoted or developing toward the next level; retention at 90%+
Product impact: Your case data analysis drives 3+ roadmap prioritization decisions that reduce case volume
Operational leverage: You’ve built analytics dashboards, improved documentation, and implemented at least one automation that increases team impact by 10%+
What We’re Looking For
Required Experience
5+ years in technical support, customer success operations, or technical

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