Customer Support Manager

insightsoftware

. Lead and manage a global support organization, including hiring, onboarding, performance management, coaching, career development, and workforce planning .

Posted 11/4/2026full-timeRemote • CanadaSeniorLead💰 CA$89,000 - CA$111,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading global support organizations, focusing on customer service excellence, operational metrics analysis, and cross-functional collaboration. Proficient in AI implementation and ticketing systems to enhance support operations and drive continuous improvement.

Highest-signal resume keywords

Customer Service ManagementAI ImplementationSalesforce ProficiencyTeam LeadershipITIL Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Service ManagementAI ImplementationSalesforce ProficiencyDatabase KnowledgeCloud Solutions ExperienceERP Systems FamiliarityOperational Metrics AnalysisProblem-SolvingCritical ThinkingPerformance Management

Soft Skills

Client-Facing CommunicationInterpersonal SkillsAttention to DetailAdaptabilityOrganizational Skills

Tools & Technologies

SalesforceNetSuiteOracleSAPPostgresSQLCloud InfrastructureAI ToolsTicketing SystemsKnowledge Base Initiatives

Industry Keywords

Customer AdvocacyOperational ExcellencePerformance MetricsEscalation ManagementFinancial Environments

Tech Stack

Tools & technologies

CloudERPOraclePostgresSQL

About the role

Key responsibilities & impact

Lead and manage a global support organization, including hiring, onboarding, performance management, coaching, career development, and workforce planning
Ensure effective 24/7 support coverage
Foster customer advocacy, accountability, continuous improvement, knowledge sharing, and operational excellence across distributed teams
Serve as primary point of contact for internal and external escalations
Triage critical issues and coordinate cross-functional response efforts through resolution
Lead weekly cross-functional escalation reviews with Support, Product, Engineering, Professional Services, and Cloud Operations
Act as the voice of the customer and engage directly with strategic customers
Monitor customer sentiment and manage expectations during critical incidents
Collaborate with Product Management, Engineering, Cloud Operations, Customer Success, and Professional Services
Drive AI, automation, self-service, and knowledge base initiatives
Analyze support trends, escalation data, customer feedback, and operational metrics
Drive root cause analysis and corrective and preventative improvements
Establish, track, and report team performance metrics, service health, customer risks, and operational goals
Communicate major incidents, hot issues, customer risks, product updates, and infrastructure changes to customers and executive stakeholders
Represent the Disclosure Management Pillar in cross-functional leadership discussions

Requirements

What you’ll need

Bachelor's Degree in Business, Finance or Computer Science or relevant work experience
8+ years in customer service or technical support management, ideally in financial environments
Proficient with Salesforce or similar ticketing systems
Hands-on experience with AI tools and implementing AI in support operations
Strong client-facing communication and interpersonal skills
Excellent problem-solving, critical thinking, and attention to detail
Proven ability to lead, mentor, and develop high-performing teams
Adaptable, organized, and effective in fast-paced, dynamic settings
Deep commitment to customer service excellence and empathetic client support
Required to work in U.S. shifts or as defined by assigned requirements
Willingness to be on-call on holidays or weekends or as required by the business
Familiarity with ERP systems like NetSuite, Oracle, SAP
Strong knowledge of databases (Postgres, SQL, Oracle)
Experience with cloud-based solutions and infrastructure
Knowledge of ITIL processes and best practices
Background check required for employment where permitted by country, state/province

Benefits

Comp & perks

Additional bonus eligibility may apply
24/7 support coverage structure
Equal employment opportunity workplace
Confidential handling of applicant information according to EEO guidelines