Senior Manager, Customer Support at Jobgether – Canada Creek, Nova Scotia

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

This leadership role is an opportunity to shape and scale a next-generation customer support function within a fast-growing SaaS environment serving government agencies. You will be responsible for building a high-performing, AI-enabled support organization that delivers exceptional service across complex enterprise environments. Acting as both a strategic leader and hands-on operator, you will elevate support operations, strengthen escalation frameworks, and ensure customers receive reliable, high-quality assistance throughout their lifecycle. You will play a key role in transforming support into a strategic differentiator by introducing automation, knowledge systems, and AI-driven workflows. Working closely with Product, Engineering, Customer Success, and Professional Services, you will help drive continuous improvement across the entire customer experience. This is a high-impact role where leadership, operational excellence, and technical depth converge to support mission-critical public sector solutions.

• Lead, coach, and develop a high-performing team of Support Analysts, fostering a culture of accountability, trust, and continuous growth
• Define and execute the support strategy, balancing operational execution, escalation management, and long-term functional development
• Own escalation and incident response processes, ensuring timely resolution of high-priority issues and clear cross-functional coordination
• Act as a key escalation point for complex customer issues, including high-visibility incidents and production events
• Drive the evolution of AI-powered support operations, including AI agents, prompt workflows, and tool integration strategies
• Oversee premium support programs, ensuring SLA adherence, proactive engagement, and consistent enterprise customer experiences
• Build and scale knowledge management systems using KCS practices and AI-assisted content generation to improve self-service capabilities
• Develop and maintain support performance metrics, dashboards, and executive reporting to guide strategic decisions
• Partner cross-functionally with Product, Engineering, Customer Success, and Professional Services to improve customer outcomes and platform reliability
• Manage onboarding, training, and career development programs to build a strong internal talent pipeline within Support

• 5+ years of experience in a post-sales technical leadership role within a SaaS environment (Customer Support, Technical Support, or similar)
• Proven experience managing support teams through periods of growth, transformation, or operational scaling
• Strong background in enterprise SaaS environments with complex, highly configurable customer systems
• 3+ years of experience in incident management, escalation leadership, or production support operations
• Hands-on experience applying AI in support workflows, including AI agents, LLM tools, or automation in customer service environments
• Experience implementing KCS (Knowledge-Centered Service) methodologies and building scalable knowledge programs
• Strong analytical skills with experience managing metrics such as SLA performance, CSAT, backlog, and resolution times
• Demonstrated ability to lead cross-functional escalation efforts across Engineering, Product, Sales, and Customer Success
• Excellent communication skills with the ability to engage both technical and non-technical stakeholders
• Strong people leadership skills, including coaching, performance management, and team development
• Nice to have: experience in government technology, Salesforce-based environments, or Service Cloud/Zendesk support ecosystems

• Competitive salary package aligned with experience and internal equity standards (CAD 126,000–135,000 base salary range)
• Fully remote work environment with occasional travel (1–2 times per year) for team or company gatherings
• Comprehensive benefits package supporting health and well-being (based on employment type)
• Opportunity to lead and transform a strategic, AI-enabled support function in a high-growth SaaS company
• Exposure to mission-critical public sector technology used by government agencies
• Strong emphasis on professional development, leadership growth, and internal career progression
• Collaborative, inclusive, and mission-driven work culture
• Opportunity to shape the future of customer support through automation, AI, and knowledge-driven systems