Global Client Support Manager – B2B SaaS

StoreForce

. Lead the daily activities of the global helpdesk and ensure deliverables are met .

Posted 9/23/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$100,000 - CA$120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing global helpdesk operations, ensuring SLA compliance, and leveraging data-driven insights for support analytics. Proficient in team development, client support training, and utilizing tools like Zendesk for effective issue resolution.

Highest-signal resume keywords

Global Helpdesk ManagementTeam Development and UpskillingSupport Analytics Dashboard CreationZendesk AdministrationAI-Powered Support Tooling

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisSupport AnalyticsHelpdesk AdministrationTicketing SystemsExcel ProficiencyBug ReportingTrend AnalysisClient Support TrainingPerformance ManagementSLA Compliance

Soft Skills

Effective CommunicationCollaborationProblem-Solving

Tools & Technologies

ZendeskJiraAI Automation ToolsSelf-Service ToolsStoreForce

Certifications & Qualifications

ITIL CertificationHDI Certification

Industry Keywords

Retail SupportSupport Strategy RoadmapGlobal Coverage ModelsClient SuccessCross-Functional Collaboration

About the role

Key responsibilities & impact

Lead the daily activities of the global helpdesk and ensure deliverables are met
Act as the internal voice of the customer and surface trends, bug patterns, and product feedback
Partner with Sales and Client Success to define support entitlements and coverage models
Contribute to the global support strategy roadmap, including AI/automation tooling, self-service deflection, and regional expansion planning
Ensure 24/7 global coverage models and SLA compliance across regions and customer segments
Train and develop the support team through performance management programs
Participate in Support Team recruitment
Manage tickets and escalated issues through resolution within expected timelines
Collaborate with cross-functional teams to troubleshoot and escalate client helpdesk issues
Maintain helpdesk statistics, reporting, and trend analysis
Maintain Zendesk and other support systems and research new features and tools
Maintain client support materials and lead client support training
Prepare weekly, monthly, and quarterly statistics for company reporting
Provide user support and guidance through client administrators
Identify trends using Zendesk data and provide product improvement feedback
Test resolved bugs and report bugs in Jira for development
Document tests and results and provide feedback to QA and Engineering
Maintain the StoreForce Demo environment with Client Services and Product teams

Requirements

What you’ll need

Proven track record of managing globally distributed support teams across multiple time zones
Experience developing and upskilling teams
Data-driven mindset with experience building and interpreting support analytics dashboards
Experience in retail support (operations or technology)
Experience administering or supporting helpdesk and ticketing systems
Effective written and verbal communication skills
Strong Excel skills
Zendesk experience an asset
Experience with AI-powered support tooling or self-service/deflection program design an asset
Familiarity with ITIL, HDI, or other support/service management frameworks an asset

Benefits

Comp & perks

Remote work and flexibility in schedule
Employer-paid health benefits including dental and prescription drug coverage
Health Spending Account
RRSP matching with First Time Home Buyer support
Company-paid training and professional development
Extended Long Weekends and Religious Observance Days
Employee Referral Program
Spotlight Recognition Bonus Program
Dedicated Employee Assistance Program (EAP)
Accommodations available on request for candidates taking part in all aspects of the selection process