The Opportunity

We are seeking an experienced and highly motivated Support Manager to lead and inspire our Technical Support team. This individual will be responsible for overseeing the daily operations of our support department, ensuring we deliver exceptional service, and maintaining a high level of customer satisfaction with our proprietary software suite.

This is a full-time position requiring a presence in our Waterloo, ON office 3-4 days per week to foster team cohesion and effective collaboration.

Key Responsibilities

Team Leadership & Development

Lead, mentor, and coach a team of Technical Support Specialists, fostering a positive, growth-oriented, and high-performance culture.
Conduct regular one-on-one meetings, performance reviews, and manage team schedules and coverage.
Identify training needs and develop programs to enhance the technical skills and customer service abilities of the team.
Must have a minimum of 2 years of experience managing, leading, and mentoring a people-focused team.

Operations & Strategy

Own the day-to-day operations of the technical support function, including ticket queue management, resource allocation, and ensuring adherence to Service Level Agreements (SLAs).
Develop, implement, and refine support processes and policies to improve efficiency, quality, and consistency of service delivery.
Monitor and analyze key support metrics (e.g., response time, resolution time, CSAT) and report on team performance to senior management.
Act as an escalation point for complex technical issues or critical customer situations.

Customer Advocacy & Communication

Ensure all support documentation (internal knowledge base, customer-facing FAQs, etc.) is accurate and up-to-date.
Collaborate closely with the Product Development and QA teams to communicate customer feedback, identify emerging product issues, and prioritize bug fixes.
Maintain a deep understanding of the BusPlanner software suite to assist the team with troubleshooting.

Required Qualifications

2+ years of experience in a formal people management role within a technical support, customer service, or IT environment.
Proven experience working with SaaS (Software as a Service) applications or proprietary software.
Demonstrated ability to improve support processes, implement new tools, and define operational best practices.
Excellent written and verbal communication skills; ability to communicate technical concepts clearly to both technical and non-technical audiences.
A strong customer-centric philosophy and a passion for problem-solving.
Proficiency with ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management).

Nice to Have

Experience in the EdTech or transportation/logistics industry.
Experience with SQL databases or advanced troubleshooting of client-server applications.
Post-secondary education in a relevant field (e.g., Computer Science, Business, IT Management).

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Open Positions

Technical Support Manager