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Manager, Customer Support

1 month ago

Toronto Ontario CA, Ontario Air-tek Full time

About Us

Air-tek is a Canadian-based software company with a powerful suite of unique products that have already achieved a significant share of a huge global market. The product market fit is excellent, and customers are lining up to buy. Although our global customers know us, we intentionally operate in stealth mode during this growth phase.


Our diverse team shares a collective passion for solving complex problems with a drive to innovate and a desire to create the passenger-centric travel industry


Based in Toronto, our inclusive culture is built on trust, collaboration, delivering a great product, and continuous personal development. We love what we do, and we support the team around us.


The Role

We’re looking for an experienced Manager of Customer Support to lead our 24x7x365 Support Team. Working with our globally distributed, large enterprise SaaS customers, you’ll be responsible for overseeing the client support function while ensuring swift and effective resolution of complex enterprise-level issues. Reporting to the VP of Delivery, you will coach and manage a team of skilled support professionals, advocate for continuous improvements, and serve as the go-to person for all support-related activities.


What You’ll Do

  • Lead and manage a team of highly skilled support analysts, ensuring top-notch service delivery.
  • Oversee the entire support process, from ticket handling to resolution, ensuring timely responses.
  • Monitor support trends, optimize workflows, and reduce resolution times through process improvements and team development.
  • Collaborate with Product, Development, and Infrastructure teams to enhance support tools and methodologies.
  • Ensure adherence to SLAs and key performance metrics, continuously driving improvements.
  • Provide coaching, training, and performance management to support staff.
  • Act as an escalation point for high-severity incidents, ensuring quick resolution and customer satisfaction.
  • Build and maintain the workforce plan that ensures 7x24 support for our customers who span APAC, EMEA and the Americas.


About You

  • 4+ years of experience leading technical support teams for enterprise customers.
  • Strong knowledge of incident management frameworks and customer support methodologies.
  • Excellent leadership skills with a track record of hiring talented individuals as well as coaching and motivating teams.
  • Hands-on experience with support platforms such as Zendesk, Freshdesk, or similar.
  • Ability to establish, track, and communicate key support metrics.
  • Exceptional communication and interpersonal skills, with experience engaging senior-level customers.
  • Passion for continuous improvement and delivering world-class client experiences.
  • A proactive problem-solver with the ability to learn new software and industries quickly.
  • If you're ready to take on a leadership role where you can drive impact and elevate customer support standards, we’d love to hear from you Apply now and join us in delivering exceptional service to our enterprise clients.