Manager of Customer Support

2 weeks ago


Québec City, Canada Harris Computer Full time

Manager of Customer Support
Harris ERP - Remote


Harris ERP is seeking a dynamic and motivated professional to join our team as the Manager of Customer Support. The Manager of Customer Support will oversee ERP’s Customer Support department. The ideal candidate is a motivated leader, capable of driving operational excellence, enhancing customer satisfaction, and maximizing efficiency within the Customer Support department while managing within the financial expectations of the organization. The Manager of Customer Support will play a pivotal role in achieving our organizational goals and contributing to our growth in the highly competitive Enterprise Resource Planning (ERP) software industry.

The Manager of Customer Support will be responsible for leading and managing the Customer Support department. This role involves strategic planning, financial and operational reporting, team leadership, process optimization, and ensuring exceptional service delivery to our clients. The Manager of Support will work closely with the VP of Operations to develop and implement strategies that align with the company's vision and objectives.

Primary Responsibilities

Strategic Leadership:

Develop and execute strategies to enhance the effectiveness and efficiency of the Customer Support department, aligned with company objectives and customer needs. Collaborate with the VP of Operations to define operational goals, develop KPIs, and create roadmaps to achieve targets.

Team Management:

Lead, motivate, and manage the Customer Support team, fostering a culture of accountability, cross department collaboration, and continuous improvement. Provide guidance, coaching, and mentorship to team members to ensure growth and development. Develop training and cross-training plans to ensure long-term department sustainability across all product lines.

Financial Management:

Collaborate with Finance and the VP of Operations to ensure a seamless renewal process and timely collection of maintenance invoicing. Advise VP of Operations and Finance of applicable information received from customers that would impact the financial forecast.

Process Optimization:

Identify opportunities to streamline processes, reduce operational costs, and improve service delivery through automation, technology, and best practices. Implement efficient workflows and procedures to enhance productivity and customer satisfaction. Provide timely operational reporting to support ongoing validation of current and newly implemented processes.

Customer Focus:

Oversee customer support operations to ensure a high level of customer satisfaction through timely and effective resolution of inquiries, issues, and concerns. Foster strong relationships with customers, gathering feedback and insights to drive service improvements and product enhancements. Ensure effective cross functional collaboration to ensure issues are addressed in an appropriate manner.

Qualifications / Skills

Leadership and Team Management:

Proven experience leading and managing teams in fast-paced, high-growth environments. Exceptional leadership and motivational skills to guide teams and foster a collaborative and productive work environment.

Financial Acumen:

Solid financial management skills, including support renewals management and working capital management.

Strategic Thinking:

Strong strategic planning and execution capabilities with a track record of aligning operations with organizational goals and industry best practices.

Operational Excellence:

Deep understanding of operational processes, methodologies, and tools to drive efficiency, scalability, and quality in support delivery.

Customer-Centric Approach:

Demonstrated ability to understand and meet customer needs, ensuring a positive customer experience and driving customer loyalty.

Education and Experience Requirements

Post-secondary education with a concentration in Business Administration, Computer Science or equivalent industry experience. Proven experience managing support teams in a technical environment. Proficient in Microsoft Office Suite, Ticketing Software Applications. Excellent communication and interpersonal skills. Analytical mindset with the ability to troubleshoot and solve complex issues. Proven ability to manage and prioritize multiple tasks in a fast-paced environment. Ability to travel across North America (United States, Canada and the Caribbean)

What Will Make You Stand Out

Prior experience managing a customer support team in a face paced environment that supports mission critical software to numerous clients. Prior experience using Click Up, Team Support. Strong functional or technical knowledge of ERP software.

Benefits and Work Hours

Harris ERP offers competitive salaries, registered retirement savings plan matching programs and employee stock ownership options. We also provide our employees and their families with access to our corporate health, dental and vision plans. Harris ERP employees are also provided with life insurance, disability and AD&D coverage. 

While we’re based in St. Louis, Harris ERP is a work-from-anywhere employer. Some flexibility in hours is allowed, but ERP employees must be available during the "core" work hours. In addition to paid vacation, we offer our employees flexible paid personal time.



  • Quebec City, Canada National Bank of Canada Full time

    As a Customer Service Manager, you'll be responsible for supporting and helping transaction service employees make a positive impact in people’s lives while also enabling your team to grow professionally. You'll play a leadership role by helping the Branch Manager make sure your branch functions smoothly and by listening to and coaching your employees...


  • Québec, Canada Coveo Full time

    **The Challenge**: As a Customer Success Manager, you will work proactively with customers who have recently launched Coveo solutions, optimizing their experience with search and knowledge management best practices. You'll be on a mission to drive customers engagement, adoption, and satisfaction ensuring they are getting value from their Coveo investment....


  • Quebec City, Canada Royal Bank of Canada Full time

    **Come Work with Us!** At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose. Whether you’re helping clients find new opportunities, developing new technology, or providing expert advice to internal partners, you will be doing work...


  • Québec, Canada UNITED CLEANING SERVICES LIMITED Full time

    **_Mobile position, servicing customer locations from Toronto to Windsor_** **Job Summary** This role is responsible for leading, managing, coordinating, and implementing daily, the Janitorial Services scope of works at all store or site locations within the designated area or territory, across multiple customer banners. **The key focus areas of this role...


  • Québec City, Canada Brandt Full time

    Brandt est actuellement à la recherche d’un directeur régional des ventes du support client pour notre région Quebec. En tant qu'acteur clé de la croissance et du développement du programme de soutien aux produits, le directeur régional des ventes, soutien à la clientèle participera et s'engagera avec les directeurs commerciaux, des pièces, du...


  • Québec City, Canada SAIL Full time

    SAIL Outdoors is a company from Quebec that offers a vast selection of brand-name products for outdoor sports, camping, hunting, and fishing through their Quebec and Ontario stores. Job description: I am my Department Manager’s right hand and I’m a reference in terms of customer service and sales. The employees in the department can count on...

  • Technical Support

    3 weeks ago


    Québec City, Canada Harris Computer Full time

    ACCEO Retail Solutions conçoit, développe et déploie des solutions logicielles et matérielles clés en main pour les détaillants qui leur fournissent des solutions complètes de gestion de la vente au détail, allant de la gestion des stocks à la gestion des commandes, en passant par la gestion des promotions, les programmes de fidélisation, le...


  • Québec, Canada Desjardins Full time

    At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should...


  • Québec, Canada Desjardins Full time

    At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should...

  • Customs Manager

    3 days ago


    Québec, Canada Alpha Logistiques Full time

    **Responsibilities**: - Develop and implement strategies to meet organizational goals. - Monitor performance of staff and take corrective action when necessary. - Provide guidance and direction to team members. - Develop and maintain relationships with customers. - Manage the budget and ensure that resources are used efficiently. - Ensure compliance with...


  • Quebec City, Canada LexisNexis Full time

    or outbound service center within consistent service and quality standards. Tasks include providing reference and search assistance, technical troubleshooting and ID/password support. In addition, the position provides intelligence and referrals to Sales regarding upsell opportunities. Completes customer follow up in a timely manner. The position requires...


  • Québec, Canada Applied Software Technology Full time

    Canada - Montreal - Sales - Regular Full-Time - 1542 **Job Description**: **About Graitec Group** GRAITEC Group Company is a global software editor leading Building Information Modeling (BIM) solutions and helping its architectural, engineering, construction, and manufacturing customers to digitize and industrialize their processes to improve performance...


  • Quebec City, Canada EXFO Full time

    Manager - Customer Solution Integration **Main locations**:Richardson, TX, US - Ville Saint-Laurent, Quebec, CA - Quebec, Quebec, CA**Job Type**:Full-time**Workplace type**:Remote**Offer number**:3761EXFO develops smarter test, monitoring and analytics solutions for the global communications industry. We are trusted advisers to fixed and mobile network...


  • Quebec City, Canada EXFO Full time

    Manager - Customer Project Office **Main locations**:Ville Saint-Laurent, Quebec, CA - Richardson, TX, US - Quebec, Quebec, CA**Job Type**:Full-time**Workplace type**:Remote**Offer number**:3762EXFO develops smarter test, monitoring and analytics solutions for the global communications industry. We are trusted advisers to fixed and mobile network operators,...


  • Québec City, Canada HITACHI ENERGY CANADA INC. Full time

    Description : General Information: Hitachi Energy is looking for a customer success specialist to provide superior external customer service and coordinate with relevant resources to increase customer satisfaction. Responsabilities : Single point of contact for customers “the voice of the customer” for all post-order transactions. Develop...


  • Québec, QC, Canada Planned Inc. Full time

    Planned is an event management platform that helps companies streamline their meetings & events booking process. We make it easy for anyone to plan successful events while giving finance teams the visibility and control they need to maximize their budget. The Event Manager operates as a member of the customer success team and is primarily responsible for the...


  • Québec, Canada Sandoz Full time

    With over 250 molecules, including 20 of the top 25 molecules on the market, Sandoz has one of the largest Bio-Generic product portfolios in Canada. - Our Customer Experience team counts 6 members, including a team manager, to whom you will report. We are part of the Supply Chain team, so you will have the opportunity to understand your critical role in...

  • Practice Leader

    4 weeks ago


    Québec, Canada Desjardins Full time

    At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should...


  • Québec, Canada Royal Bank of Canada Full time

    **Job Summary** **This four-month Co-op in a Commercial Banking Centre will prepare the intern to provide excellent reactive and proactive service to commercial clients in a **Agriculture**. Comprehensive training will combine observation, self-study and interactive courses, guaranteeing an exceptional internship experience.** **Availability to work in one...


  • Québec City, Canada Royal Bank of Canada> Full time

    Job SummaryJob Description*** This career opportunity is for candidates located in the Greater Montreal region and Quebec City region ***What is the opportunity?Your natural flair for sales and resolving intricate business challenges is what sets you apart from the crowd. This role is all about professional relationship management and delivering top-tier...