As the Customer Support Manager, you will lead our global technical support operations, ensuring a seamless customer experience through operational excellence, efficient systems management, and strong leadership. You will be responsible for managing and developing a distributed support team spanning multiple regions and time zones.
This position combines hands-on operational oversight with strategic ownership of the systems, processes, and metrics that underpin the department — including our CRM/service platform and core e-commerce, ERP, and shipping systems. You will have full accountability for team performance, customer satisfaction, and continuous process improvement, while collaborating closely with Sales, Operations, and R&D to maintain a reputation for technical excellence and responsive customer support.
You will report directly to a senior sales leader and will play a critical leadership role in shaping how the company delivers post-sales technical service and customer support at scale.
Key ResponsibilitiesTeam Leadership & Management
Lead, mentor, and support a distributed support team spanning multiple regions
Set clear expectations and performance standards to drive accountability and consistency
Maintain coverage and operational continuity across time zones
Support hiring, onboarding, and training for new team members to ensure consistent knowledge, service, and technical competency
Create a positive, high-performing culture that encourages collaboration, learning, and ownership
Operational Oversight
Oversee day-to-day support operations across e-commerce, ERP, and shipping platforms
Ensure proper handling of RMAs, refunds, chargeback disputes, and order accuracy in coordination with Accounting and Operations
Monitor and continuously improve core service metrics, including response times, resolution times, and customer satisfaction
Coordinate Product Issue Analyses (PIAs) with R&D based on customer feedback and returns
Systems & Process Ownership
Serve as the primary owner of the company’s CRM/service platform, including ticketing, live chat, and reporting dashboards
Develop, refine, and document support processes, escalation protocols, and reporting tools to ensure transparency and efficiency
Identify system inefficiencies and lead improvement projects in collaboration with internal teams
Leverage data insights to inform strategic recommendations for performance, staffing, and process optimization
Cross-Functional Collaboration
Partner with Sales, Operations, Marketing, and R&D to align service practices with company goals
Communicate technical insights and customer feedback to drive product and process improvements
Represent the Support & Engineering team in departmental meetings and strategic discussions
Required Skills and Experience
Diploma or degree in Electronics, Mechanical, or Mechatronics Engineering is an asset
Minimum 3–5 years of experience managing a customer support or technical service team
Proven ability to lead and motivate teams across multiple regions and time zones
Demonstrated success in owning and improving support processes within CRM/service tools
Familiarity with e-commerce marketplaces, storefront platforms, and ERP systems is an asset but not required
Strong organizational and analytical skills, with a data-driven approach to performance management
Exceptional written and verbal communication skills
Solid technical or mechanical aptitude is an asset, but not required
Familiarity with AI and ability to implement tasks and automations
Who You Are and What You Bring to the Table
You are a decisive, process-oriented leader who thrives on accountability and structure. You balance tactical awareness with strategic vision — capable of managing daily operations while constantly seeking ways to improve systems, workflows, and outcomes.
You are hands-on when needed, but you empower your team to perform independently. You take ownership of your department and act as the point person for performance, metrics, and results — ensuring leadership can trust that the Support & Engineering team runs smoothly and efficiently.
You communicate clearly, build trust across departments, and understand that great customer experiences come from well-designed processes and well-supported people.
What We Offer
Work with an established market leader with high year-over-year growth and a collaborative culture
Competitive compensation structure with performance-based incentives
The ability to directly influence departmental success, drive change, and make a measurable impact
A supportive environment where your leadership, ideas, and ownership are valued and visible
Pay: $60,000.00-$80,000.00 per year
Work Location: In person
