Technical Support Manager

1 day ago

Moncton, New Brunswick, Canada Purple Cow Internet Full time $50,000 - $60,000 per year

Technical Support Team Lead

Purple Cow Internet – Halifax, NS

Full Time, remote

Customer Experience Team

Lead the team that customers count on when their world goes offline.

Nothing stops life faster than Wi-Fi that won't work and at Purple Cow, our Technical Support team is the backbone of our entire customer experience. We don't script-troubleshoot. We don't shrug and blame the device. We stay with customers, get curious, and solve real problems with empathy, accuracy, and grit.

We're looking for a Technical Support Team Lead who is equal parts technical SME and customer experience champion - someone who loves elevating people and refining processes. This role leads the team that handles the most complex inbound support issues across our internet (TPIA and Fibre),Wi-Fi, phone, and TV. You'll be developing, coaching, supporting, elevating, and building a culture of relentless customer care.

What You'll Do

Lead a High-Performing Technical Support Team

  • Provide daily leadership, guidance, and escalation support to a team of Technical Support Specialists.
  • Run structured weekly team meetings that anchor the team on performance, customer experience themes, and upcoming changes.
  • Build a culture of curiosity and accountability

Raise the Bar on Customer Experience

  • Ensure customers feel supported, understood, and cared for, not rushed or redirected.
  • Lead the team through outages, service disruptions, and high-stress moments with calm clarity and high empathy.
  • Never stop at "your device is the problem" — always dig deeper.

Coach, Develop, and Elevate Talent

  • Conduct regular ride-alongs, call/message evaluations, and technical skill assessments.
  • Deliver bi-weekly 1:1s focused on metric achievement, growth, technical competency, sentiment improvement, and behavioral coaching.
  • Own the quarterly and annual review process for your team.
  • Identify skill gaps early and build targeted training plans.

Drive Operational Excellence

  • Partner closely with Customer Care leadership to ensure customers experience seamless, accurate support.
  • Support queue health and performance through real-time leadership
  • Reinforce consistency in troubleshooting, documentation, and customer communication.

Who You Are

  • A coach at heart, who loves seeing people grow.
  • A technical problem-solver who can break down complex issues into clear, understandable steps.
  • Calm under pressure, especially during outages or high-volume moments.
  • Obsessed with customer experience and how technical support shapes it.
  • Excellent at balancing empathy with clarity — customers feel safe in your hands.
  • A natural leader who elevates the room, sets pace and tone, and leads by example.
  • Organized, structured, and able to manage a large team with consistency.

What You Bring

  • Experience leading a technical support or customer experience team.
  • Strong understanding of Wi-Fi, internet troubleshooting, and customer connectivity issues.
  • Proven ability to coach, train, and develop talent.
  • Exceptional communication skills — written, verbal, and interpersonal.
  • Comfort working in fast-paced environments with evolving tools, products, and expectations.
  • A customer-first mindset that never gives up on a problem.

Job Type: Full-time

Pay: $50,000.00-$60,000.00 per year

Benefits:

  • Dental care
  • Employee assistance program
  • Extended health care
  • Paid time off
  • Vision care
  • Work from home

Work Location: Remote

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