Customer Service Support Manager

Role:
Customer Support Manager

Location:
Montreal (in person 4 days a week)

Level:
Manager

Oversees
: Customer Support, Customer Success

Employment Type:
Full-time permanent contract 40h a week

Starting date:
As soon as possible

About Alvéol

e

Alvéole is on a mission to reconnect people with nature in cities, one building at a time. We partner with the world's leading real estate companies to turn sustainability into an experience that tenants can see, touch, and feel. Through rooftop beehives, biodiversity programs, and ESG data, we help our clients meet their environmental goals while engaging communities and strengthening their brand

s.You can find our work in thousands of properties across North America and Europe, and at the heart of it all is a belief that business and biodiversity can thrive togethe

r.Learn more at

***z.

About the R***

ole

We're looking for a strategic, tech-savvy Customer Experience Manager to own the full post-sale journey, from on-boarding and support, through renewals and account growth.You'll lead and mentor our Customer Support and Customer Success teams, build systems that scale, and be part of overseeing and delivering an end-to-end experience that focuses on replying to client requests quickly, building value with every client interaction and setting clients up so they're ready to grow with us year after y

ear.

The role is both operational and strategic: you'll roll up your sleeves to reply to tickets and improve workflows, while also shaping the long-term vision for customer satisfaction, retention and expan

***sion.

What You***

• 'll Do

Own the full post-sale client experience strategy across Support and
- SuccessBuild on the client journey by identifying friction points and opportunities for proactive commun
- icationPartner cross-functionally with Service Delivery, Product and Revenue to ensure seamless experience handoff to long-term
- value.Lead the Customer Support function, ensuring fast, empathetic, high-quality responses across all c
- hannelsImplement SLAs, QA standards, and escalation p
- athwaysMonitor support trends and use insights to improve workflows, reduce inbound volume and drive improv
- ements.Oversee client onboarding, value realization, and long-term relationship building for a defined segment of c
- lients.Ensure renewal and expansion processes are predictable, data-driven and tied to measurable ou
- tcomes.Build playbooks for engagement, quarterly value check reviews, risk mitigation and upsell m
- otions.Champion the adoption of AI and automation to reduce manual work and elevate customer expe
- rience.Own the strategy and configuration of customer-facing tools (eg. Fin AI Agent, Zendesk
- , etc.)Identify where AI can augment support responses, power recommendations, and automate routine pro

***cesses.

What Success Lo***

• oks Like

High levels of customer satisfaction (CSAT), strong retention, and predictable
- renewals.A unified, efficient, and customer-centric operating rhythm across Support and
- Success.Significantly reduced manual work through effective use of automation and AI-powered w
- orkflows.Strong cross-functional alignment, with seamless handoffs between Sales → CX → Service

***Delivery.

W***

• ho You Are

A minimum of 3 years of experience in Customer Experience, Customer Support, Customer Success, or similar client-fa
- cing roles.A High proficiency with software systems such as HubSpot, Zendesk, knowledge management platforms, automation tools, and strong comfort working with AI-powered te
- chnologies.Exceptional communication and relationship-building skills, with the ability to create trust and clarity for clients and inte
- rnal teams.A continuous-improvement mindset, with a willingness to dive into the details of client requests to uncover friction points and identify opportunities to enh

ance val

• ue.

Benefits

A performance cycle review with salary increase opportunity
- twice a yearComprehensive health insurance benefi
- ts from Day 1Generous and flexible PTO policy (mini
- mum 4 weeks)Access to a beautiful office space at Mont
-Royal Metro (the best view o
- f Montreal) Lunchs pa
- id by AlvéoleRegular company events to gather, connect, and have f

***un with peers

Our commitment to Inclusion &***

amp; Belonging

At Alvéole, we embrace diversity as a core part of our identity and success. We foster an inclusive environment where individuals from all backgrounds, experiences, and perspectives feel valued. Our team's unique talents create a vibrant, innovative workplace where everyone can be their authentic selves. We actively seek to attract and retain a diverse workforce, celebrating differences that strengthen us. We encourage applicants needing accommodati
ons to contact tale
n