Senior Full Stack Engineer improving APIs, backend services, and customer - service tools for Skylight’s family technology platform. Collaborating with Customer Success and Engineering to simplify family experiences.
About the role
- Customer Support Manager leading teams and improving service operations at Cardata, which automates vehicle reimbursement programs. Driving KPI performance, workforce planning, escalations, and support automation.
Responsibilities
- Lead, coach, and develop the Customer Support team, establishing clear expectations, accountability, and performance standards
- Own key Support metrics, including CSAT, response times, resolution times, ticket backlog, and quality
- Manage workforce planning, scheduling, and queue capacity to ensure effective coverage and service levels
- Oversee customer escalations, ensuring timely resolution, clear communication, and appropriate ownership
- Identify operational inefficiencies and improve workflows, processes, and documentation to reduce manual work and recurring issues
- Drive opportunities for AI, automation, and self-service to improve Support efficiency and customer experience
- Establish consistent quality assurance, coaching, and onboarding practices to strengthen team performance
- Partner with Customer Success, Product, Engineering, and Operations to address recurring customer issues and improve processes
- Use operational data to identify trends, measure improvements, and inform staffing and business decisions
- Report to the Chief Customer Officer
Requirements
- 5+ years of experience in Customer Support, Customer Service, Contact Center, or a similar customer-facing environment
- 2+ years of people-management experience, including coaching, performance management, and team development
- Proven ability to improve Support KPIs, service levels, and operational efficiency
- Experience with workforce planning, scheduling, queue management, and capacity forecasting
- Strong analytical skills and experience using data to drive operational decisions
- Experience managing customer escalations and improving Support processes
- Strong communication, problem-solving, and cross-functional collaboration skills
- Ability to thrive in a fast-paced environment and bring structure to evolving processes
- Nice to have: Experience managing a high-volume, multi-channel Support or Contact Center environment
- Nice to have: Experience with Zendesk or similar Support platforms
- Nice to have: Experience with AI-powered Support tools, automation, self-service, or quality assurance programs
- Nice to have: Experience leading remote or distributed Support teams
- Nice to have: Experience in SaaS, technology, fintech, or a related industry
Benefits
- Remote work and flexible working hours
- Mentorship and development opportunities
- Extended medical & dental benefits
- Healthcare spending account
- $3,000 annual Health and Wellness Spending Account
- Employee assistance program (EAP)
- Flexible (Unlimited) Time Off
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Customer Support Advisor supporting clients and members of Achievers’ employee recognition and rewards platform. Resolving complex cases across Salesforce, email, and phone in a hybrid Toronto role.
Senior specialist supporting S&C Electric’s resilient power - grid products through Tier 3 troubleshooting. Resolving customer equipment issues and training field - service teams.
Customer Support Lead improving training, quality assurance, and Notary Support operations. Helping LawDepot modernize legal document creation and customer experiences.
Bilingual Customer Support Specialist supporting Roofr’s CRM users in English and Spanish. Troubleshooting inquiries across phone and chat while improving customer experience.
Bilingual Customer Support Specialist supporting Roofr’s CRM customers in English and Spanish. Troubleshooting issues, managing tickets, and improving customer experiences across support channels.
Customer service manager leading key accounts and CSR teams for Marmon’s industrial railcar business. Driving customer satisfaction, process automation, and operational improvement.
Freelance customer support agent for Onepilot’s e - commerce outsourcing platform. Resolving customer inquiries by email, chat, and phone from home.
Client Support Specialist troubleshooting and supporting Civix’s Go Grants software for emergency management agencies. Training users, testing updates, and resolving client issues remotely.
eCommerce support agent helping Wolseley Canada customers resolve online orders, registrations, and platform issues. Promoting Wolseley Express adoption and coordinating technical escalations.