Manager, Customer Support Operations - Remote

Overview

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

One of our companies is currently looking for a Manager, Customer Support Operations in Canada or the US.

This is an exciting opportunity to lead the development of a scalable, high-performing customer support function for a growing SaaS product. As the Manager of Customer Support Operations, you’ll be responsible for building systems and teams that deliver exceptional support experiences to both free and paid users. From support tooling and workflows to team management and performance metrics, you'll set the standard for operational excellence. This is a fully remote role working across time zones, with a strong preference for candidates based in Eastern or Central Standard Time.

In Short

• Build and lead the support function, defining workflows, SLAs, and escalation paths
• Administer and optimize support platforms (e.g., Zendesk), including macros, triggers, and reporting
• Oversee support for multiple product types: desktop, mobile, and web-based services
• Partner with community teams to integrate and support volunteer contributors
• Develop a robust knowledge base and self-service tools, leveraging automation and AI where possible
• Define and track key support metrics (CSAT, ticket volume, response times, etc.)
• Manage vendor relationships for any outsourced support partners
• Align with product and engineering teams to resolve technical issues and advocate for user needs

Requirements

• Experience in customer support management, preferably in a SaaS environment
• Strong understanding of support platforms like Zendesk
• Proven track record in building and leading teams
• Ability to analyze metrics and drive operational improvements
• Excellent communication and collaboration skills
• Experience with automation and AI in customer support
• Strong organizational skills and attention to detail
• Ability to work across time zones

Benefits

• Opportunity to work in a fully remote environment
• Flexible working hours
• Professional development opportunities
• Collaborative and supportive team culture
• Access to cutting-edge technologies