Experienced Senior Manager, Customer and Technical Support – Global Operations Optimization
At careerzynith, we're revolutionizing the way organizations build trust in people with technology and AI-backed background checks. We're not about outdated processes and red tape. We're about innovation, speed, and impact. If you're looking for a place where ownership, collaboration, and creativity thrive, this is it.
**About careerzynith**
careerzynith is a growing global technology company that's looking to reinvent the way organizations build trust in people. Having recently been named one of Canada's Companies-to-Watch in Deloitte's Technology Fast 50 Awards, we're becoming one of the fastest-growing start-ups. We take pride in being an advocate for equal opportunities in the workplace, creating a workplace that's respectful, inclusive, and free from barriers—a place where each member of our team can achieve their full potential.
**The Gig: Senior Manager, Customer and Technical Support**
The Senior Manager, Customer and Technical Support is a strategic leader responsible for optimizing the performance, scalability, and long-term sustainability of careerzynith's Global Support operations. Reporting to the Director of Support (until their maternity leave), the Senior Manager will play a key role in setting strategy, influencing cross-departmental priorities, and ensuring that support-led insights inform product development, operational planning, and overall customer success. By proactively identifying opportunities for improvement and mobilizing the right resources, this leader helps ensure a seamless, responsive experience for careerzynith's global customer base.
**Key Responsibilities**
- Drive team engagement by fostering a collaborative culture, coaching leaders to enhance their effectiveness, and leveraging support metrics to inform decisions and optimize team performance.
- Set, manage, and adjust team objectives for direct reports, ensuring alignment with careerzynith and customer goals. Oversee a comprehensive performance management strategy, including QA processes and service level objectives.
- Collaborate closely with Operations, Product, Sales, and Customer Success teams to align support strategies with new product launches and evolving customer expectations. Ensure that the support function is fully integrated with careerzynith's go-to-market initiatives.
- Lead the team in establishing consistent processes to resolve client and applicant issues. Make decisions on resource allocation and team structure to meet performance targets and maintain 24/7 global coverage. Empower the team to resolve support queries across all channels, adhering to careerzynith's Legal and Compliance SOPs.
- Make day-to-day decisions on resource allocation, tool management, and team structure to ensure alignment with and the achievement of performance targets, 24/7 global coverage, and to meet the evolving needs of careerzynith.
- Collaborate with the Support Leadership team to enhance self-serve resources, including AI/chatbot responses and internal documentation.
- Collaborate with Product to identify, analyze, and report on key support volume drivers, maintain detailed records and make recommendations for reducing and mitigating future support volume.
- Implement tooling and process changes to automate repetitive support inquiries and improve support efficiency.
- Support high-level client escalations by troubleshooting and resolving technical issues impacting clients and applicants.
**What You Bring to the Table**
- Proven track record of being adaptable to change and delivering great customer service in ambiguous or complex environments.
- Comfortable with technology and familiarity with tooling used in SaaS companies to complete actions related to Customer Support (CRMs and ticketing software such as Zendesk, Intercom, Hubspot, Atlassian products, etc.).
- Hands-on experience with SQL for data analysis and reporting.
- Proficient in diagnosing and resolving API issues.
- Experience implementing and configuring support tooling.
- Comfortable setting performance targets and objectives for direct reports.
- Comfortable managing employee expectations and resolving issues.
- Ability to learn and pick up new information and interpret client requirements quickly.
- Comfortable working with incomplete information and teasing out solutions.
- Experience leading Tier 2 or Escalated Support teams.
- Experience driving product changes in a SaaS environment.
- Experience in AI training and conversational design.
- Previous experience implementing and managing Support tooling.
- Strong personal communication skills.
- Strong work ethic, with the desire to 'roll up sleeves' and get the job done.
**Why You Should Be Excited**
- Work with amazing teams committed to giving great customer service.
- DEIB Commitment: We're dedicated to creating an inclusive and equitable environment for all.
- Bright Minds: Learn from some of the most brilliant and kind people you'll ever meet!
- Work from home allowance.
- Full IT equipment will be provided.
- 4 weeks vacation
- 12 wellness days
- Health spending account/ benefits / etc.
- Work from home set-up allowance
- Plus lots of other perks
**What We Offer**
- Competitive salary and benefits package
- Opportunity to work with a fast-growing company
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible work arrangements
- Recognition and rewards for outstanding performance
- Access to cutting-edge technology and tools
- A fun and supportive team culture
**How to Apply**
If you're a motivated and experienced leader who is passionate about delivering exceptional customer service, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and explore how you can join our team at careerzynith!
Apply for this job
**About careerzynith**
careerzynith is a growing global technology company that's looking to reinvent the way organizations build trust in people. Having recently been named one of Canada's Companies-to-Watch in Deloitte's Technology Fast 50 Awards, we're becoming one of the fastest-growing start-ups. We take pride in being an advocate for equal opportunities in the workplace, creating a workplace that's respectful, inclusive, and free from barriers—a place where each member of our team can achieve their full potential.
**The Gig: Senior Manager, Customer and Technical Support**
The Senior Manager, Customer and Technical Support is a strategic leader responsible for optimizing the performance, scalability, and long-term sustainability of careerzynith's Global Support operations. Reporting to the Director of Support (until their maternity leave), the Senior Manager will play a key role in setting strategy, influencing cross-departmental priorities, and ensuring that support-led insights inform product development, operational planning, and overall customer success. By proactively identifying opportunities for improvement and mobilizing the right resources, this leader helps ensure a seamless, responsive experience for careerzynith's global customer base.
**Key Responsibilities**
- Drive team engagement by fostering a collaborative culture, coaching leaders to enhance their effectiveness, and leveraging support metrics to inform decisions and optimize team performance.
- Set, manage, and adjust team objectives for direct reports, ensuring alignment with careerzynith and customer goals. Oversee a comprehensive performance management strategy, including QA processes and service level objectives.
- Collaborate closely with Operations, Product, Sales, and Customer Success teams to align support strategies with new product launches and evolving customer expectations. Ensure that the support function is fully integrated with careerzynith's go-to-market initiatives.
- Lead the team in establishing consistent processes to resolve client and applicant issues. Make decisions on resource allocation and team structure to meet performance targets and maintain 24/7 global coverage. Empower the team to resolve support queries across all channels, adhering to careerzynith's Legal and Compliance SOPs.
- Make day-to-day decisions on resource allocation, tool management, and team structure to ensure alignment with and the achievement of performance targets, 24/7 global coverage, and to meet the evolving needs of careerzynith.
- Collaborate with the Support Leadership team to enhance self-serve resources, including AI/chatbot responses and internal documentation.
- Collaborate with Product to identify, analyze, and report on key support volume drivers, maintain detailed records and make recommendations for reducing and mitigating future support volume.
- Implement tooling and process changes to automate repetitive support inquiries and improve support efficiency.
- Support high-level client escalations by troubleshooting and resolving technical issues impacting clients and applicants.
**What You Bring to the Table**
- Proven track record of being adaptable to change and delivering great customer service in ambiguous or complex environments.
- Comfortable with technology and familiarity with tooling used in SaaS companies to complete actions related to Customer Support (CRMs and ticketing software such as Zendesk, Intercom, Hubspot, Atlassian products, etc.).
- Hands-on experience with SQL for data analysis and reporting.
- Proficient in diagnosing and resolving API issues.
- Experience implementing and configuring support tooling.
- Comfortable setting performance targets and objectives for direct reports.
- Comfortable managing employee expectations and resolving issues.
- Ability to learn and pick up new information and interpret client requirements quickly.
- Comfortable working with incomplete information and teasing out solutions.
- Experience leading Tier 2 or Escalated Support teams.
- Experience driving product changes in a SaaS environment.
- Experience in AI training and conversational design.
- Previous experience implementing and managing Support tooling.
- Strong personal communication skills.
- Strong work ethic, with the desire to 'roll up sleeves' and get the job done.
**Why You Should Be Excited**
- Work with amazing teams committed to giving great customer service.
- DEIB Commitment: We're dedicated to creating an inclusive and equitable environment for all.
- Bright Minds: Learn from some of the most brilliant and kind people you'll ever meet!
- Work from home allowance.
- Full IT equipment will be provided.
- 4 weeks vacation
- 12 wellness days
- Health spending account/ benefits / etc.
- Work from home set-up allowance
- Plus lots of other perks
**What We Offer**
- Competitive salary and benefits package
- Opportunity to work with a fast-growing company
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible work arrangements
- Recognition and rewards for outstanding performance
- Access to cutting-edge technology and tools
- A fun and supportive team culture
**How to Apply**
If you're a motivated and experienced leader who is passionate about delivering exceptional customer service, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and explore how you can join our team at careerzynith!
Apply for this job