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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Product Support teams, focusing on performance management, coaching, and strategic planning. Proficient in utilizing support tools and implementing automation to enhance customer service efficiency and quality.
Highest-signal resume keywords
Team LeadershipPerformance ManagementAutomation ImplementationCross-Functional CollaborationIncident 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
Technical SupportDigital Customer ServiceSaaS ExperienceData-Driven MetricsCapacity ForecastingSupport Operating ModelsAI Support ChangesQuality AssurancePerformance Improvement PlansBilingual Coverage
Soft Skills
Clear CommunicationEmpathetic CommunicationCoachingFeedback DeliveryCrisis Management
Tools & Technologies
ZendeskAI AssistantsAnalytics PlatformsPhone/IVR Systems
Industry Keywords
FintechRisk & ComplianceCustomer SuccessIncident ResponseContinuous Learning
About the role
Key responsibilities & impact- Lead and develop the Product Support team, including hiring, onboarding, 1:1s, reviews, promotions, and performance improvement plans
- Coach senior team members and build a leadership bench
- Set goals, expectations, team health practices, and a culture of feedback and continuous learning
- Define and execute Product Support strategy, roadmap, and operating plan
- Own targets for SLAs, quality, CSAT, first-contact resolution, and cost-to-serve
- Report support performance to senior leadership
- Own QA, calibration practices, coaching frameworks, headcount planning, capacity, and hiring plans
- Build business cases for investment in people, tooling, and process
- Own queue management, routing, escalation paths, approval-gated workflows, and bilingual coverage
- Lead the AI-first support approach and roll out automation and AI assistants
- Own and administer support tools including Zendesk, phone/IVR, AI assistants, and analytics platforms
- Maintain playbooks, macros, internal documentation, dashboards, reporting cadence, and review rhythms
- Own Product Support’s incident response and coordinate with Product, Engineering, Risk & Compliance, and Customer Success
- Lead post-incident reviews and follow-up actions
- Turn case data and frontline insight into recommendations for Product, Engineering, and GTM teams
- Represent Product Support in roadmap planning and cross-functional initiatives
- Coordinate release readiness with Product, Engineering, and Help Centre content teams
- Co-design customer journeys and handoffs with Customer Success Management and Customer Activation
- Own controls for sensitive and approval-gated support workflows
- Partner with Risk & Compliance on security, privacy, and regulatory standards
- Act as escalation point and approving authority for sensitive customer and account decisions
- Handle high-visibility escalations and executive-level customer conversations
- Step into the support queue during spikes, launches, and incidents
Requirements
What you’ll need- 7+ years of experience in technical support, digital customer service, or IT help desk roles
- 2+ years managing people, ideally including managers or team leads
- SaaS or fintech experience highly preferred but not mandatory
- Experience hiring, coaching, giving hard feedback, running performance processes, and building teams
- Ability to design support operating models and durable process improvements
- Data-driven approach to metrics, targets, prioritization, capacity forecasting, and reporting
- Experience shipping automation and AI support changes
- Clear and empathetic communication with customers, teammates, and executives
- Strong cross-functional partnership with Product, Engineering, Risk & Compliance, RevOps, and Customer Success
- Incident management experience and ability to remain calm during incidents
- Willingness to adjust schedule, join the queue during spikes, and support evenings or weekends occasionally
- Ability to work in the downtown Toronto office 2–3 days per week
- Must be legally eligible to work in Canada and currently reside in Canada
- French and English fluency is a nice to have, not a requirement
Benefits
Comp & perks- Equity options
- Competitive compensation
- Benefits
- Hybrid work model
- Catered team lunches every Tuesday, Wednesday and Thursday
- Dog-friendly office
- High-autonomy, high-growth role
- High-trust, high-performance culture
- Workplace accommodations during the hiring process or employment