Canada Full-Time CAD – / yearly Posted 1 day agoThis listing may have closed.Location CanadaJob type Full-TimeSalary CAD – / yearlyPosted 18 Oct 2026 (1 day ago)Region CanadaCategory Technical SupportSource JobicyWork mode RemoteOur 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 DoLead a High-Performing TeamManage approximately 8–10 Support Specialists and Support Engineers, owning hiring, onboarding, development, performance management, and retentionConduct weekly 1:1s focused on skill development, case quality review,



and career growthCoach your team to critically evaluate AI-generated recommendations and deliver exceptional customer outcomes—quality over speedHold your team accountable to SLA commitments, including time-to-resolution, backlog targets, and customer satisfaction scoresOwn Support Operations & ProcessesManage the daily execution of case triage, routing, and escalation workflows to ensure effective resolutionMonitor case queue health in real time and identify bottlenecks or quality issues before they impact customersDesign and run experiments to improve case resolution speed, first-contact resolution rates, and customer satisfactionBuild and maintain the Support playbook, including documentation, troubleshooting guides, and AI-assisted workflow standardsOwn the QA process for AI-assisted case resolution; audit quality regularlyand coach to gapsDrive Data-Driven InsightsTreat metrics as your product: build dashboards, define KPIs, and make support performance visible and actionableRun weekly case reviews with your team to identify patterns, high-volume issue types, and systemic product gapsTranslate case data into prioritized feedback for Product and Engineering teamsOwn monthly reporting on team performance, SLA trends, top case drivers, and escalation patternsUse data to forecast capacity needs, identify skill gaps,



and recommend training investmentsPartner Cross-FunctionallyWork closely with Engineering Managers to keep support context present in product decisionsCollaborate with Customer Operations on service standards and cross‑functional initiativesSurface urgent product issues and provide context for prioritization decisionsBuild feedback loops to ensure case‑driving issues get resolved upstreamProactively identify inefficiencies in support workflows, tooling, or documentation and drive improvementsRecommend and implement automation that increases team leverage (e.G., AI response quality, case routing logic, knowledge base search)What Success Looks LikeFirst 90 DaysBuild trust with your team through 1:1s, understanding strengths and challenges, and establishing clear expectationsMaster the case data: know the top case drivers, current SLA performance, and team capacity modelEstablish effective partnerships with Engineering ManagersIdentify and fix 1–2 quick‑win process inefficienciesFirst YearSLA performance: Your team consistently meets time‑to‑resolution targets and keeps backlog under controlCase quality: AI‑assisted case resolution accuracy at 95%+; zero critical escalations due to poor case handlingTeam 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 volumeOperational leverage: You’ve built analytics dashboards, improved documentation, and implemented at least one automation that increases team impact by 10%+What We’re Looking ForRequired Experience5+ years in technical support, customer success operations, or technical

📌 Manager, Customer Support (Winnipeg)
🏢 Userc Dehradun
📍 Winnipeg