Technical Support Manager

Company Description Established in 2017, TechPOS International Corp. was founded alongside the legalization of cannabis in Canada. Since then, we have grown into a leading SaaS provider supporting highly regulated retail industries, beginning with cannabis. Our mission is to empower retailers with comprehensive, reliable, and intuitive solutions. We offer our clients: 7‑days‑a‑week technical support Unlimited staff training Ongoing product maintenance and optimization By continuously evolving our platform and services, we help retailers address operational challenges, improve efficiency, and achieve sustainable growth. Our dedicated team of account managers, onboarding specialists, and technical support professionals ensure that every customer receives world‑class service. Role Description We are seeking a Technical Support Manager for a full‑time, on‑site position in Vancouver, BC. The Technical Support Manager will be responsible for leading the technical support team, ensuring that customer issues are resolved promptly, effectively, and with the highest level of professionalism. This role requires a hands‑on leader who can balance operational oversight with direct engagement in support activities. The successful candidate will: Oversee daily operations of the support team, driving efficiency and accountability. Ensure timely resolution of customer support inquiries through structured ticket management. Collaborate with cross‑functional teams to deliver seamless customer experiences. Proactively identify recurring issues and recommend system or product enhancements. Lead with discipline, organization, and professionalism as a role model for the support department. Key Responsibilities Team Management & Performance Ensure tickets are prioritized, organized, and closed within SLA timelines. Monitor team performance, track learning curves, and establish KPIs for each individual. Provide structured performance reviews and feedback on a regular basis. Build and manage a tiered support structure (Tier 1, Tier 2, escalation). Review recorded calls, evaluate quality, and provide coaching daily. Distribute workloads effectively to balance efficiency across the team. Maintain direct oversight of all tickets to ensure proper handling and resolution. Conduct follow‑ups and surveys to measure customer satisfaction. Develop survey templates and ensure the team executes them consistently. Meet with customers and occasionally visit retail locations to understand their pain points. Personally handle support calls or tickets when needed to ensure urgent issues are resolved. Process Optimization & Knowledge Management Analyze recurring issues and propose long‑term solutions to reduce support load. Collaborate with product and development teams to enhance system intuitiveness. Contribute to the knowledge base, creating training guides, FAQs, and documentation. Deliver online training sessions and develop training materials for customers. Ensure accurate use of HubSpot and ticketing systems for reporting and accountability. Leadership & Reporting Demonstrate punctuality, organization, and discipline as a role model for the support team. Provide leadership with clear monthly reports on ticket volumes, resolutions, and trends. Showcase continuous improvements, including month‑over‑month reductions in support tickets. Foster a culture of professionalism, responsibility, and customer‑first values within the support team. Qualifications Permanent Resident of Canada and based in British Columbia. Proven experience in technical support, troubleshooting, and customer service leadership. Strong knowledge of HubSpot, CRM platforms, and ticketing systems. Excellent communication, interpersonal, and organizational skills. Ability to mentor, train, and inspire team members. Strong analytical skills with the ability to identify patterns and implement solutions. Bachelor’s degree in a relevant field or equivalent professional experience. Willingness to travel occasionally to customer sites. Seniority level Mid‑Senior level Employment type Full‑time Job function Information Technology Industries Software Development #J-18808-Ljbffr