Customer Support Manager

Cardata

. Lead, coach, and develop the Customer Support team, establishing clear expectations, accountability, and performance standards .

Posted 10/16/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$75,000 - CA$100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading and developing Customer Support teams, with a strong focus on improving KPIs, operational efficiency, and customer satisfaction. Proficient in workforce planning, data analysis, and cross-functional collaboration to enhance service delivery.

Highest-signal resume keywords

Customer Support ManagementPeople ManagementOperational Efficiency ImprovementWorkforce PlanningData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportPerformance ManagementKPI ImprovementQueue ManagementCapacity ForecastingProcess ImprovementQuality AssuranceEscalation ManagementAutomationSelf-Service

Soft Skills

CoachingCommunicationProblem-SolvingCross-Functional CollaborationAdaptability

Tools & Technologies

ZendeskAI-Powered Support ToolsSupport Platforms

Industry Keywords

SaaSTechnologyFintechContact CenterCustomer Service

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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