Senior Manager/Manager, Customer Support

About Our ClientJoin the mission to provide governments with exceptional experiences so they can do the same for their communities!The organization empowers governments to deliver exceptional citizen experiences.How will this role make an impact?About The RoleOur client is seeking a transformational leader to head the Customer Support function. Reporting to the Chief Customer Officer, this person possesses a track record of building & leading high-performing Customer Support teams and practical experience managing customer support operations.This is a leadership role on the broader Customer Experience team that ensures customers across both Enterprise & Mid-market lines of business are able to successfully run the organization's software at scale. The successful candidate will be a leader who can pivot to support business, customer, and/or team needs based on priority & impact. This could include but isn’t limited to taking ownership of high visibility escalations while also developing talent, processes, and driving continuous improvement to achieve strategic goals as the organization continues to scale.Key ResponsibilitiesTeam Leadership: Lead and manage a team of customer support analysts, ensuring they are motivated, trained, and equipped to provide high-quality support to customers.Operational Management: Oversee day-to-day technical support operations, including ticket management, escalations, and resolution processes.Performance Monitoring: Monitor KPIs to measure team performance and individual productivity. Use data-driven insights to identify areas for improvement and implement corrective actions.Customer Satisfaction: Maintain a customer-centric approach by ensuring timely and effective responses to customer inquiries and issues. Strive to exceed customer expectations and foster positive relationships.Knowledge Management: Drive the adoption and continuous improvement of KCS practices within the support team. Facilitate the creation, validation, and maintenance of knowledge base articles to enable self-service and improve first contact resolution rates.Collaboration: Work closely with cross-functional teams, including product, development, account management, and partnerships, to advocate for customer needs and contribute to product improvements.Training and Development: Provide coaching, mentoring, and training to support engineers on technical skills, customer service best practices, and KCS methodologies.Quality Assurance: Conduct regular reviews and audits of support interactions to ensure adherence to quality standards and consistency in service delivery.Reporting and Analysis: Prepare and present regular reports on support team performance, customer feedback, and operational metrics to senior management.Incident Management: Lead the resolution of critical, time-sensitive production outages, ensuring rapid incident closure while reinforcing customer trust through a world-class support experience.Root Cause Analysis: Oversee comprehensive post-incident reviews and drive continuous improvement initiatives across the Customer Support organization to minimize recurrence and enhance service reliability.Cross-Functional Collaboration: Partner with teams across Sales, Professional Services, Customer Success, and other customer-facing functions to address blockers affecting product adoption and account expansion.Proactive Escalation Prevention: Collaborate with both technical and non-technical stakeholders to prevent potential escalations by ensuring timely alignment of the appropriate resources to customer-impacting activities.Product and Engineering Partnership: Work closely with product management and engineering teams to escalate and resolve product issues, advocate for customer-driven feature requests, and accelerate defect remediation as needed.Unified Customer Experience: Champion a seamless, unified incident response experience by aligning efforts across functions, ensuring customers perceive the organization as a cohesive and integrated team.This is a technical leadership role with a tremendous amount of customer interface. Customers have great expectations of the organization's products and company. If you are the type of person who thrives in highly technical environments, enjoys helping customers, managing complex and fast-moving situations, and applying preparation and regular rehearsal to often complicated technical emergencies, this is the job for you. The breakdown of this role would likely be as follows:30%: Strategy & Management (Team, Performance, and Functional)40%: Tactical Support & Escalations (incl. Cross-functional Collaboration)30%: Managed Services & Scaling Premium Support (Program Management)This leadership role will have a significant impact on the success of the organization, helping to position escalation management for scale, efficiency and top-notch customer satisfaction.Required QualificationsAt least five (5) years experience in a highly technical, post-sale leadership role at a software company in either Customer Support or Technical Support overseeing medium-sized teams over a period of high-growth and/or leading through change management.At least (3) years of experience in an Incident Response leadership role.Strong technical background with an understanding of software applications, IT infrastructure, and troubleshooting methodologies, including experience using Salesforce technology.In-depth knowledge and practical experience implementing KCS (Knowledge-centred Service) principles and methodologies.Experience with implementing whole-company high-severity issue de-escalation patterns that maximize customer experience and company efficiency.Ability to support virtual and on-site meetings with customers, and present to technical and non-technical stakeholders, cross-functional teams, and customers at various levels.Experience in building, leading, and developing high-performing technical customer support teams.Prior experience managing people across multiple lines of business with a focus on career development in a high-growth, rapidly changing corporate environment.Demonstrated commitment to delivering exceptional customer service and improving customer satisfaction metrics.Experience managing escalations at scale (multiple escalations per week spanning global resources), as well as managing cross-functional response (sales, customer success, support, professional services, engineering, product management).Born-in-the-cloud XaaS experience; IaaS or PaaS.Ability to analyze data, identify trends, and make data-driven decisions to optimize support operations including producing management dashboards and scorecards.Compensation and BenefitsThe base salary range for this role is expected to be between $110-132.5k CAD based on the candidate’s skills, experience, and qualifications while considering internal pay equity and the broader pay philosophy.Additional InformationBackground checks are required for all successful candidates before joining the team. The organization focuses strictly on global sanctions and criminal offenses that are directly relevant to employment, and follows all applicable privacy and human rights legislation.Although the organization operates as a remote company, all roles are expected to participate in occasional travel for in-person company-wide or departmental meetings, typically 1-2 times per year.Note:“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”