Cardata - Manager, Customer Support
Requirements
• 5+ years of experience in Customer Support, Customer Service, Contact Center, or a similar customer-facing environment. • 2+ years of people-management experience, including coaching, performance management, and team development. • Proven ability to improve Support KPIs, service levels, and operational efficiency. • Experience with workforce planning, scheduling, queue management, and capacity forecasting. • Strong analytical skills and experience using data to drive operational decisions. • Experience managing customer escalations and improving Support processes. • Strong communication, problem-solving, and cross-functional collaboration skills. • Ability to thrive in a fast-paced environment and bring structure to evolving processes. • Experience managing a high-volume, multi-channel Support or Contact Center environment. • Experience with Zendesk or similar Support platforms. • Experience with AI-powered Support tools, automation, self-service, or quality assurance programs. • Experience leading remote or distributed Support teams. • Experience in SaaS, technology, fintech, or a related industry.
Responsibilities
• Lead, coach, and develop the Customer Support team, establishing clear expectations, accountability, and performance standards. • Own key Support metrics, including CSAT, response times, resolution times, ticket backlog, and quality. • Manage workforce planning, scheduling, and queue capacity to ensure effective coverage and service levels. • Oversee customer escalations, ensuring timely resolution, clear communication, and appropriate ownership. • Identify operational inefficiencies and improve workflows, processes, and documentation to reduce manual work and recurring issues. • Drive opportunities for AI, automation, and self-service to improve Support efficiency and customer experience. • Establish consistent quality assurance, coaching, and onboarding practices to strengthen team performance. • Partner with Customer Success, Product, Engineering, and Operations to address recurring customer issues and improve processes. • Use operational data to identify trends, measure improvements, and inform staffing and business decisions.
Benefits
• In line with Ontario’s Pay Transparency legislation, the salary range for this role is $75,000 – $100,000 CAD annually, based on experience, skills, and alignment with the role requirements. This is a vacant position, and we are hiring with intention and seeking someone who will bring new perspective, contribute meaningfully to the team, and grow with the organization. • We’ll be honest — Cardata isn’t for everyone. If you thrive in a fast-paced environment, take extreme ownership, and constantly push yourself (and your work) to be the best, you’ll fit right in. • You’ll be surrounded by driven teammates who genuinely care — about the work, about our customers, and about helping each other succeed. Together, we take on ambitious goals and celebrate the wins along the way. • What we offer in return for you bringing your best: • Remote work and flexible working hours • Mentorship and development opportunities (to help you achieve your career goals!) • Extended medical & dental benefits • Healthcare spending account • $3,000 annual Health and Wellness Spending Account to support your overall wellbeing • Employee assistance program (EAP) • Flexible (Unlimited) Time Off: No annual cap on vacation, supported by a trust-based, flexible approach to time away.
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