Senior Manager/Manager, Customer Support

Join our mission to provide governments with exceptional experiences so they can do the same for their communities. What do we do? We empower governments to deliver exceptional citizen experiences. About Us page offers a deep dive into our product and what makes us exceptional. How will you help us make an impact? We are seeking a transformational leader to head the Customer Support function at Clariti. Reporting to CX leadership, the successful candidate will have a track record of building and leading high‑performing Customer Support teams and practical experience managing customer support operations for a SaaS product on the Salesforce platform. This role ensures our Enterprise and Mid‑market customers run Clariti at scale and involves high‑visibility escalations, process improvement, and talent development. Key Responsibilities Lead and manage a team of customer support analysts, motivating, training, and equipping them for high‑quality support. Oversee day‑to‑day technical support operations, including ticket management, escalations, and resolution processes. Monitor KPIs to measure team performance and individual productivity, using data‑driven insights to improve and implement corrective actions. Maintain a customer‑centric approach by ensuring timely, effective responses and exceeding customer expectations. Build complex Salesforce solutions, identify development patterns, and articulate best practices to support our next‑generation platform. Drive adoption of KCS practices, facilitate creation and maintenance of knowledge base articles to enable self‑service and improve first‑contact resolution. Collaborate with cross‑functional teams (product, development, account management, partnerships) to advocate for customer needs and contribute to product improvements. Provide coaching, mentoring, and training on technical skills, customer service, and KCS methodologies. Conduct regular quality reviews of support interactions to ensure adherence to standards. Report and analyze performance metrics to senior management. Lead resolution of critical production outages and conduct post‑incident reviews to drive continuous improvement. Partner with Sales, Professional Services, Customer Success, and other functions to address blockers in product adoption and account expansion. Prevent potential escalations by aligning resources with customer‑impacting activities. Work with product and engineering on issue escalation, feature requests, and defect remediation. Champion a unified incident response experience across functions. Role Breakdown 30% Strategy & Management (Team, Performance, and Functional) 40% Tactical Support & Escalations (incl. Cross‑functional Collaboration) 30% Managed Services & Scaling Premium Support (Program Management) What you bring to the team At least five (5) years experience in a highly technical, post‑sale leadership role at a software company, overseeing medium‑sized teams during high‑growth or change management. At least three (3) years of experience in an Incident Response leadership role. Strong technical background with software applications, IT infrastructure, and troubleshooting methodologies, including Salesforce technology. Experience building Salesforce solutions, knowledge of development patterns, best practices, and in‑depth integration expertise. Practical experience implementing KCS principles and methodologies. Experience implementing high‑severity issue de‑escalation patterns to maximize customer experience and company efficiency. Ability to support virtual and on‑site meetings with customers and present to technical and non‑technical stakeholders. Experience building, leading, and developing high‑performing technical customer support teams. Prior experience managing people across multiple lines of business with a focus on career development in a high‑growth environment. Commitment to delivering exceptional customer service and improving satisfaction metrics. Experience managing global escalations and cross‑functional responses. Born‑in‑the‑cloud XaaS experience; IaaS or PaaS. Data‑analysis skills to identify trends and make data‑driven decisions, including producing dashboards and scorecards. Benefits Competitive compensation package and well‑deserved time off. Base salary range: $110–132.5k CAD, based on skills, experience, and qualifications. Benefits vary by employment type (full‑time, part‑time, contract). Additional Information Background checks: Comprehensive checks on global sanctions and criminal offences relevant to employment. Travel: Occasionally (1–2 times per year) for in‑person company‑wide or departmental meetings. We welcome candidates of all backgrounds and encourage a culture of ownership, growth mindset, courageous communication, and customer focus. Accommodations are available for applicants with disabilities; contact Senior level: Mid‑Senior level | Employment type: Full‑time | Job function: Other | Industry: Software Development Referrals increase your chances of interviewing at Clariti by 2x. We’re unlocking community knowledge in a new way—experts add insights directly to each article, helped by AI. #J-18808-Ljbffr