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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and management capabilities in customer support, focusing on operational efficiency, process optimization, and continuous improvement. Proficient in leveraging AI and automation to enhance service delivery and customer experience.
Highest-signal resume keywords
Leadership ExperienceOperational ImprovementCustomer Support ManagementAI and Automation ImplementationBudget Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Process OptimizationData-Driven Decision MakingOperational Metrics MonitoringKnowledge Management PracticesStandard Operating Procedures Development
Soft Skills
Communication SkillsOrganizational SkillsProblem-Solving Skills
Certifications & Qualifications
Bachelor's DegreeCurrent Valid Passport
Industry Keywords
Customer SupportTechnical SupportService DeliveryOperational EfficiencyUtility/Billing Experience
About the role
Key responsibilities & impact- Lead the Support team for proprietary software
- Select, develop, coach, and evaluate Support Analysts, Team Leads, and Managers
- Improve service delivery, operational efficiency, and customer value
- Manage and delegate customer escalations, ensuring timely service recovery and resolution
- Liaise between customers, R&D, Professional Services, Sales, and other internal teams
- Partner with the Vice President on strategic initiatives for Support and Managed Services
- Establish, document, and maintain scalable operational processes
- Monitor and report key operational metrics and drive continuous improvement through data-driven decisions
- Meet and exceed company metrics, including Accounts Receivable, Customer Service Ratios, and operational KPIs
- Prepare monthly and annual updates for budgets, accruals, and forecasts
- Collaborate with Finance on annual and monthly customer billings
- Develop operational documentation, knowledge management practices, and standard operating procedures
- Improve customer experience and expand service offerings
- Lead adoption of AI and automation for productivity, customer experience, and operational efficiency
- Approve and track third-party invoices for Maintenance renewals and new name sales
- Manage employee expense approvals
- Work with senior internal and external leadership
- Travel to customer sites, conferences, and company meetings as required
Requirements
What you’ll need- Bachelor's Degree
- 5+ years of management experience in a customer support or technical support environment
- Demonstrated experience leading managers and multi-level support organizations
- Strong leadership, organizational, communication, and problem-solving skills
- Experience driving operational improvements through metrics, process optimization, and continuous improvement initiatives
- Experience leveraging AI and automation to improve business processes is preferred
- Utility/Billing experience is an asset
- Current, valid passport
- Legally eligible to travel internationally
- Passport-based visa exemption or required travel visas for entry into Canada, the United States, and the Caribbean
- Approximately 25% travel as required
Benefits
Comp & perks- 3 weeks’ vacation and 5 personal days
- Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
- Remote work and more!