Manager, Customer Support (Senior Care) – Canada

About the role

The Manager, Customer Support (Senior Care) will lead a team of Solutions Analysts to deliver world‑class service for senior‑care providers. You will oversee daily operations, coach staff, and drive process and tool improvements. This role reports to the Sr Director, Customer Support and requires strong cross‑functional leadership.

Key responsibilities

• Provide consistent, balanced, and timely feedback on customer support performance through call and case audits.
• Apply performance management standards and processes, and serve as escalation point for high‑impact customer issues.
• Foster a positive work environment, support continuous learning, and collaborate with Customer Support peers.
• Work cross‑functionally with Customer Success, Product, SaaS Ops, and other internal teams to address and prioritize customer concerns.
• Communicate and manage changes in operating procedures, ensuring staff understanding and proper execution.
• Mentor, motivate, coach, and lead the team to achieve high customer satisfaction metrics.
• Establish best practices, maintain quality control, and support special projects such as Knowledge Base and integrations.
• Hire, train, and conduct performance reviews for team members.

Required profile

• 4+ years of business experience in a Customer Support environment with at least 3 years in a management or leadership role.
• Post‑secondary degree or diploma.
• Ability to manage in a fast‑paced environment and communicate clearly in verbal and written formats.
• Demonstrated ability to drive team results through coaching, development, and mentoring.
• Experience identifying risks and implementing operational standards, policies, and procedures.
• Strong attitude, work ethic, and team‑player mindset.

Required skills

• M365 Copilot
• Knowledge‑Centered Support (KCS)
• Work Force Management (WFM) Applications