What are the responsibilities and job description for the Senior Manager of Support (L1) position at Jobgether?
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Manager of Support (L1) in Canada.
This role leads a high-impact Tier 1 Support organization within a fast-paced, omnichannel SaaS and healthcare technology environment.
You will be responsible for shaping strategy, performance, and operational excellence across phone, email, chat, and AI-enabled support channels.
The position plays a key role in transforming frontline support into an AI-first, customer-centric function focused on speed, empathy, and scalability.
You will manage and develop frontline leaders while building a culture of accountability, continuous improvement, and customer obsession.
A strong emphasis is placed on data-driven decision-making, workforce optimization, and operational analytics to enhance efficiency and experience.
You will collaborate closely with cross-functional teams including Product, Engineering, and Customer Success to resolve root causes and improve service outcomes.
This is a remote-friendly leadership role offering the opportunity to shape modern support operations at scale across a distributed organization.
- Lead and scale a high-performing Tier 1 Support organization across multiple channels including phone, email, chat, self-service, and AI-assisted tools, ensuring consistent service quality and operational excellence.
- Manage and coach support leaders while defining performance expectations, operational rhythms, and development plans to strengthen engagement, accountability, and retention.
- Oversee omnichannel customer experience delivery, ensuring service levels are met while continuously improving responsiveness, efficiency, and customer satisfaction.
- Drive optimization of workflows, processes, and automation initiatives to enhance support efficiency and improve AI containment and self-service effectiveness.
- Champion AI-first transformation initiatives, integrating intelligent support tools, proactive support models, and scalable automation strategies.
- Use analytics, QA insights, and customer feedback to identify gaps, improve performance, and influence strategic operational improvements.
- Partner with cross-functional stakeholders to address root causes of customer issues and improve end-to-end service delivery.
- Own operational reporting, KPIs, and business reviews to provide leadership with visibility into trends, risks, and opportunities.
Requirements:
- Bachelor’s degree in business, computer science, healthcare management, or a related field preferred.
- 5 years of experience leading high-volume customer support or contact center operations in complex environments.
- 3 years of experience managing managers, supervisors, or large frontline support teams.
- Proven success in omnichannel support environments including phone, email, and chat.
- Demonstrated ability to improve customer satisfaction and operational KPIs at scale.
- Experience working with AI-augmented support tools or implementing automation in support operations.
- Strong background in workforce management, staffing models, and operational planning.
- Experience in SaaS, healthcare technology, or similarly complex technical environments is an asset.
- Strong leadership, communication, and data-driven decision-making skills.
Benefits:
- Remote, hybrid, or in-office flexibility within Canada depending on preference and eligibility.
- Annual wellness stipend and robust wellness-focused benefits.
- 3 weeks of vacation to start, plus a paid volunteer day and 2 floating holidays.
- Employee Stock Purchase Program offering equity participation.
- Registered Retirement Savings Plan (RRSP) with 4% company match.
- Opportunity to work in a globally distributed, modern, and collaborative environment.
- Exposure to AI-driven transformation initiatives in customer support operations.
- Competitive compensation range of CAD $110,000 to $124,000 annually, depending on experience and location.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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Salary : $110,000 - $124,000