Manager, Customer Support Operations (Remote - US/Canada)

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.

Accountabilities:

·         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

·         7+ years in customer support roles, including at least 3 in management

·         Hands-on experience administering customer support platforms (Zendesk preferred)

·         Proven success in building or scaling support operations in startup or growth-stage environments

·         Experience with both technical product support and payment or billing inquiries

·         Strong written and verbal communication skills, especially in remote and distributed teams

·         Passion for user empowerment through documentation, automation, and community

·         Experience in freemium, open-source, or consumer SaaS product environments

·         Ability to build from the ground up with a collaborative, data-driven mindset

·         💻 Fully remote work with flexible scheduling

·         💼 Competitive salary (Canada: $95,000–$120,000 CAD / US: $110,000–$130,000 USD)

·         🌐 Monthly internet and annual remote work stipends

·         🚀 Professional development and conference support

·         🌴 24 days PTO per year + birthday + wellbeing days + year-end company shutdown

·         🩺 Comprehensive health, dental, and vision insurance

·         🍼 Paid parental leave and sick days

·         🧘 Wellbeing stipend for personal/family use

·         💰 401(k)/RRSP contributions, disability and life insurance

Jobgether Hiring Process Disclaimer

This job is posted on behalf of one of our partner companies. If you choose to apply, your application will go through our AI-powered 3-step screening process, where we automatically select the 5 best candidates.

Our AI thoroughly analyzes every line of your CV and LinkedIn profile to assess your fit for the role, evaluating each experience in detail. When needed, our team may also conduct a manual review to ensure only the most relevant candidates are considered.

Our process is fair, unbiased, and based solely on qualifications and relevance to the job. Only the best-matching candidates will be selected for the next round.

If you are among the top 5 candidates, you will be notified within 7 days.
If you do not receive feedback after 7 days, it means you were not selected. However, if you wish, we may consider your profile for other similar opportunities that better match your experience.

Thank you for your interest!

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