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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, service delivery improvements, and team development. Proficient in leveraging metrics and AI to enhance customer experience and drive continuous improvement.
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 OptimizationMetrics AnalysisOperational DocumentationKnowledge ManagementService Delivery Improvement
Soft Skills
Communication SkillsOrganizational SkillsProblem-Solving SkillsCustomer Focus
Certifications & Qualifications
Bachelor's DegreeCurrent Valid Passport
Industry Keywords
Customer SupportTechnical SupportUtility/Billing ExperienceOperational KPIsService Offerings
About the role
Key responsibilities & impact- Lead the Support team for proprietary software
- Select, develop, coach, and evaluate Support Analysts, Team Leads, and Managers
- Identify and implement improvements to 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 data-driven continuous improvement
- Meet and exceed company metrics, including Accounts Receivable, Customer Service Ratios, and other operational KPIs
- Prepare monthly and annual updates for budgets, accruals, and forecasts
- Collaborate with Finance on annual and monthly customer billings
- Develop and maintain operational documentation, knowledge management practices, and standard operating procedures
- Improve customer experience and expand service offerings
- Lead adoption of AI and automation for team 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 leadership, both internal and external
- 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
- Strong customer focus
- Current, valid passport
- Legally eligible to travel internationally, including passport-based visa exemption or required travel visas for entry into Canada, the United States, and the Caribbean
- Willingness to travel approximately 25% as needed
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
- RRSP/401k matching programs
- Lifestyle rewards
- Remote work