Customer Support Operations Manager

Customer Support Operations Manager

Location: Scarborough, ON
Job Type: Full-Time, Permanent
Salary: $75,000–$90,000 per year, depending on experience
Schedule: Monday–Friday
Travel: No regular travel required; possible bi-annual trips to Las Vegas

About the Role

Are you aCall Centre Manager or Customer Support Manager who enjoys building strong teams, solving problems, and improving the way a business operates?

We’re looking for a hands-on Customer Support Operations Manager to lead our growing customer service team within a fast-paced online auction and technology-enabled business .

This is not a role where you simply monitor a team from a distance. You’ll be expected to learn our platform, understand our customers, solve problems, improve processes, coach employees, manage escalations, and take ownership of the overall customer support operation.

You’ll have direct access to senior leadership and a real opportunity to influence how our customer service and operations function as the business continues to grow.

What You’ll Be Responsible For

• Lead and develop a customer service and support team currently consisting of 8employees, growing to approximately 10
• Oversee day-to-day customer support and call centre operations
• Handle escalated customer issues and high-priority accounts
• Become highly knowledgeable about our online auction platform, systems, processes, and customer journey
• Monitor service levels, quality, productivity, customer issues, and team performance
• Coach team members and provide ongoing feedback and performance management
• Identify recurring customer problems and develop practical solutions
• Improve customer service processes, workflows, documentation, and training
• Work closely with the General Manager and other departments to resolve operational issues
• Help develop and implement team training programs
• Establish consistent operating standards and accountability within the support team
• Review employee performance and identify opportunities for improvement
• Build strong relationships with customers and become a trusted point of contact for key and high-value clients
• Identify opportunities to reduce preventable customer issues, improve retention, and create a smoother customer experience
• Lead by example by getting involved in customer issues and support tickets when necessary

Your First 90 Days

First 30 Days

Your priority will be to learn the business and master the system .

You’ll spend significant time understanding:

• Our online auction platform
• Customer service processes
• Customer needs and pain points
• Support tickets and common issues
• Team workflows and responsibilities
• Existing service standards and procedures

By the end of your first month, you should be able to confidently handle complex customer issues and understand the operation at a level comparable to our strongest team members.

First 60 Days

You’ll work with the General Manager to identify training and development opportunities and begin implementing 1–2 meaningful improvements to the customer support operation.

First 90 Days

You’ll be expected to take greater ownership of team performance, review and improve employee output, strengthen operating processes, and continue identifying opportunities to make customer support more efficient and effective.

First 6–12 Months

You’ll become a key relationship point for our customers and high-level accounts while helping build a stronger, more scalable customer support operation.

Your long-term success will be measured by your ability to build a high-performing team, reduce preventable customer issues, improve customer retention, and continuously improve the way our support operation works.

What We’re Looking For

We’re looking for someone who is:

• An experienced Call Centre Manager or Call Centre Operations Manager
• A strong people leader who can earn trust and establish accountability
• Comfortable managing a customer service or call centre team
• Hands‑on and willing to jump into customer issues rather than simply delegate them
• A fast learner who can quickly understand new technology, systems, and processes
• Strong at coaching, mentoring, and developing employees
• Comfortable having difficult performance conversations
• Highly organized and able to manage multiple priorities
• A practical problem solver who looks for root causes rather than temporary fixes
• Comfortabl