Customer Support Manager

Bilingual Talent Acquisition Specialist @Alvéole | People listener | Bee whisperer Role: Customer Support Manager Location: Montreal (in person 4 days a week) Level: Manager Employment Type: Full-time permanent contract 40h a week Starting date: As soon as possible 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 brands. 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 together. Learn more at alveole.buzz About the Role 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 year. 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 expansion. What You’ll Do Own the full post‑sale client experience strategy across Support and Success Build on the client journey by identifying friction points and opportunities for proactive communication Partner 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 channels. Implement SLAs, QA standards, and escalation pathways. Monitor support trends and use insights to improve workflows, reduce inbound volume and drive improvements Oversee client onboarding, value realization, and long‑term relationship building for a defined segment of clients Ensure renewal and expansion processes are predictable, data‑driven and tied to measurable outcomes. Build playbooks for engagement, quarterly value check reviews, risk mitigation and upsell motions Champion the adoption of AI and automation to reduce manual work and elevate customer experience 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 processes What Success Looks 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 workflows Strong cross‑functional alignment, with seamless handoffs between Sales → CX → Service Delivery Who You Are A minimum of 3 years of experience in Customer Experience, Customer Support, Customer Success, or similar client‑facing roles A high proficiency with software systems such as HubSpot, Zendesk, knowledge management platforms, automation tools, and strong comfort working with AI‑powered technologies Exceptional communication and relationship‑building skills, with the ability to create trust and clarity for clients and internal teams A continuous‑improvement mindset, with a willingness to dive into the details of client requests to uncover friction points and identify opportunities to enhance value A performance cycle review with salary increase opportunity twice a year Comprehensive health insurance benefits from Day 1 Generous and flexible PTO policy (minimum 4 weeks) Access to a beautiful office space at Mont‑Royal Metro (the best view of Montreal) Lunchs paid by Alvéole Regular company events to gather, connect, and have fun with peers Our commitment to Inclusion & 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 accommodations to contact Seniority level Mid‑Senior level Employment type Full‑time Job function Customer Service #J-18808-Ljbffr