Customer Support Manager | Gestionnaire du soutien à la clientèle

Company Overview

Jesta I.S. is a leading provider of enterprise software solutions for the retail, wholesale, and supply chain industries. With more than 50 years of retail and supply chain technology expertise, we build end-to-end software solutions that help global brands unify their people, operations, data, and customer experiences across every channel.

Position Summary

We are looking for a Customer Support Manager to lead customer support operations across our Service Desk, Technical Support, and Application Support functions.

This role is ideal for a service-driven leader who is passionate about building strong teams, solving complex customer issues, and continuously improving the customer support experience. You will oversee day-to-day support operations, coach and develop support professionals, manage customer escalations, and help strengthen our support processes, tools, documentation, and service delivery practices.

Responsibilities

Support Operations & Team Leadership

• Oversee daily Service Desk, Technical Support, and Application Support operations, including ticket flow, prioritization, escalations, SLA performance, and service quality.
• Lead, mentor, and develop the support team, strengthening troubleshooting, product knowledge, accountability, and service standards.
• Set priorities, align resources with customer and business needs, and monitor team performance.
• Identify opportunities to improve productivity, service consistency, and customer satisfaction.

Customer Escalations & Incident Management

• Act as a senior escalation point for strategic accounts, critical incidents, and complex technical issues.
• Ensure timely and clear customer communication throughout the resolution process.
• Guide investigations involving enterprise applications, ERP configurations, integrations, databases, APIs, and system performance.
• Coordinate incident resolution and follow-up across internal teams.

Cross-Functional Collaboration

• Use support metrics, customer feedback, ticket trends, SLA performance, and root-cause analysis to identify improvements.
• Drive initiatives to reduce recurring issues and backlog, improve workflows, and strengthen service consistency.
• Establish and maintain effective support processes, standards, and best practices.

Process Improvement & Service Excellence

• Use support metrics, customer feedback, ticket trends, SLA performance, and root-cause analysis to identify opportunities for improvement.
• Drive initiatives to reduce recurring issues, improve workflows, reduce backlog, and strengthen service consistency.
• Establish and maintain effective support processes, standards, and best practices.
• Identify opportunities to improve incident management, escalation processes, and overall service delivery.

Knowledge Management, Automation & Innovation

• Maintain and improve documentation, troubleshooting guides, knowledge bases, runbooks, and customer-facing resources.
• Leverage automation, reporting, and approved AI tools to improve triage, documentation, communication, analysis, and productivity.
• Encourage knowledge sharing and continuous learning within the team.

Qualifications

Education

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related discipline, or equivalent professional experience.
• ITIL Foundation certification or an equivalent IT Service Management certification is considered an asset.

Experience

• 3+ years managing customer or technical support teams in a B2B SaaS, enterprise software, ERP, or similar environment.
• Strong experience with customer escalations, SLA-driven service, incident management, and support operations.
• Experience troubleshooting or guiding investigations involving enterprise applications, integrations, databases, APIs, and system performance.
• Experience collaborating with Product, Development, QA, Professional Services, Customer Success, and business teams.
• Experience using support metrics and service data to improve quality and operational efficiency.

Skills & Abilities

• Strong leadership, coaching, and people management skills.
• Excellent customer service and escalation management skills.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Excellent communication skills with technical and non-technical audiences.
• Strong organizational and prioritization skills.
• Solid understanding of incident, SLA, escalation, and support management.
• Continuous improvement mindset and ability to leverage data, automation, and technology.
• Collaborative, adaptable, accountable, and resilient in a fas