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Customer Support Manager - NAM

EcoOnline
Toronto, CAN
Hybrid
Discovered 6 days ago
Customer support operationsTeam leadershipCoaching and mentoringPerformance managementService-level managementCase prioritization
Free

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Customer support operationsTeam leadershipCoaching and mentoring
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About EcoOnline

EcoOnline is a global technology company focused on software that helps businesses mitigate risks and create safer, healthier workplaces.

The company serves more than 11,000 customers and emphasizes impact, innovation, growth, and collaboration.

About the Role

The Customer Support Manager will lead a team responsible for timely, high-quality customer support.

The role oversees issue prioritization, escalations, service-level monitoring, and the tools and knowledge needed by the support team.

Key Responsibilities

  • Deliver support performance against agreed service levels, quality expectations, and customer experience standards.
  • Lead, coach, and develop the support team through objectives, feedback, performance management, and engagement.
  • Oversee case prioritization, backlog management, escalation handling, and workload visibility.
  • Use support data, reporting, and customer feedback to identify trends and drive service improvements.
  • Collaborate with Product, Engineering, Customer Success, and Services to resolve issues and improve support.
  • Handle complex, sensitive, and high-priority issues and provide clear, timely customer updates.

What We Are Looking For

  • Proven expertise in team management, strategic guidance, mentorship, performance objectives, and evaluations.
  • At least 3 years of customer support experience, including team lead or people-management experience.
  • Experience in an IT environment and knowledge of software systems.
  • Ability to remain effective and composed under pressure while resolving customer issues.
  • Strong organizational, workload-management, and prioritization skills.

Workplace

  • The posting includes a hybrid work indicator.

Benefits

  • Benefits include paid time off, extended parental leave, health coverage, learning paths, wellness initiatives, company events, employee resource groups, and recognition awards.

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