Manager, Express Desk Support - Remote

Overview

The Manager, Express Desk Support will lead a team of frontline support specialists to resolve high-volume platform-related cases, optimizing performance and improving automation workflows.

In Short

• Lead a specialized support team focused on high-volume case resolution.
• Own and optimize AI integration for automated responses.
• Manage daily operations including scheduling and performance monitoring.
• Serve as the first point of escalation for complex cases.
• Provide regular coaching and performance reviews.
• Handle hiring and onboarding for the support team.
• Lead QA functions for AI-assisted interactions.
• Collaborate with product and engineering teams for improvements.
• Champion AI literacy among team members.
• Monitor team performance and drive process improvements.

Requirements

• 4+ years in customer support, with 1+ years in management.
• Experience leading high-performing support teams.
• Technical case flow management experience, preferably in SaaS.
• Strong decision-making skills.
• Familiarity with Salesforce, Jira, or similar tools.
• Passion for team development and inclusivity.
• Excellent communication skills.
• Strong organizational and prioritization abilities.

Benefits

• Unlimited Paid Time Off.
• Work from anywhere in Canada and USA.
• Health and Dental benefits.
• Up to $1,500 towards IT setup for home.
• Up to 2% matching RRSP / 401K.
• Learning and Development opportunities.
• Up to $50 towards Internet/Cell phone service.