Senior Manager of Support (L1)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Manager of Support (L1) in Canada.

This role leads a high-impact Tier 1 Support organization within a fast-paced, omnichannel SaaS and healthcare technology environment.
You will be responsible for shaping strategy, performance, and operational excellence across phone, email, chat, and AI-enabled support channels.
The position plays a key role in transforming frontline support into an AI-first, customer-centric function focused on speed, empathy, and scalability.
You will manage and develop frontline leaders while building a culture of accountability, continuous improvement, and customer obsession.
A strong emphasis is placed on data-driven decision-making, workforce optimization, and operational analytics to enhance efficiency and experience.
You will collaborate closely with cross-functional teams including Product, Engineering, and Customer Success to resolve root causes and improve service outcomes.
This is a remote-friendly leadership role offering the opportunity to shape modern support operations at scale across a distributed organization.

• Lead and scale a high-performing Tier 1 Support organization across multiple channels including phone, email, chat, self-service, and AI-assisted tools, ensuring consistent service quality and operational excellence.
• Manage and coach support leaders while defining performance expectations, operational rhythms, and development plans to strengthen engagement, accountability, and retention.
• Oversee omnichannel customer experience delivery, ensuring service levels are met while continuously improving responsiveness, efficiency, and customer satisfaction.
• Drive optimization of workflows, processes, and automation initiatives to enhance support efficiency and improve AI containment and self-service effectiveness.
• Champion AI-first transformation initiatives, integrating intelligent support tools, proactive support models, and scalable automation strategies.
• Use analytics, QA insights, and customer feedback to identify gaps, improve performance, and influence strategic operational improvements.
• Partner with cross-functional stakeholders to address root causes of customer issues and improve end-to-end service delivery.
• Own operational reporting, KPIs, and business reviews to provide leadership with visibility into trends, risks, and opportunities.

Requirements:

• Bachelor’s degree in business, computer science, healthcare management, or a related field preferred.
• 5+ years of experience leading high-volume customer support or contact center operations in complex environments.
• 3+ years of experience managing managers, supervisors, or large frontline support teams.
• Proven success in omnichannel support environments including phone, email, and chat.
• Demonstrated ability to improve customer satisfaction and operational KPIs at scale.
• Experience working with AI-augmented support tools or implementing automation in support operations.
• Strong background in workforce management, staffing models, and operational planning.
• Experience in SaaS, healthcare technology, or similarly complex technical environments is an asset.
• Strong leadership, communication, and data-driven decision-making skills.

Benefits:

• Remote, hybrid, or in-office flexibility within Canada depending on preference and eligibility.
• Annual wellness stipend and robust wellness-focused benefits.
• 3 weeks of vacation to start, plus a paid volunteer day and 2 floating holidays.
• Employee Stock Purchase Program offering equity participation.
• Registered Retirement Savings Plan (RRSP) with 4% company match.
• Opportunity to work in a globally distributed, modern, and collaborative environment.
• Exposure to AI-driven transformation initiatives in customer support operations.
• Competitive compensation range of CAD $110,000 to $124,000 annually, depending on experience and location.