Manager, Customer Support

First 90 Days

Build trust with your team through 1:1s, understanding strengths and challenges, and establishing clear expectations

Master the case data: know the top case drivers, current SLA performance, and team capacity model

Establish effective partnerships with Engineering Managers

Identify and fix 1–2 quick-win process inefficiencies

First Year

SLA performance: Your team consistently meets time-to-resolution targets and keeps backlog under control

Case quality: AI-assisted case resolution accuracy at 95%+; zero critical escalations due to poor case handling

Team development: At least one team member promoted or developing toward the next level; retention at 90%+

Product impact: Your case data analysis drives 3+ roadmap prioritization decisions that reduce case volume

Operational leverage: You've built analytics dashboards, improved documentation, and implemented at least one automation that increases team impact by 10%+

Required Experience

5+ years in technical support, customer success operations, or technical account management, with at least 2 years managing people

Proven track record managing to SLAs in a technical support or customer operations environment

Experience with technical products (SaaS, B2B software, healthcare tech preferred) where support requires genuine technical troubleshooting, not just scripted responses

Data fluency: You've built dashboards, analyzed trends, and used metrics to drive operational improvements—not just reported them

Skills & Attributes

Systems thinker: You see support as a process to optimize, not just a queue to clear; you've redesigned workflows or implemented tooling that improved efficiency

Product management mindset: You understand root cause analysis and think about preventing issues upstream rather than just resolving them faster

Technical credibility: You can learn product architecture, understand complex workflows, and coach support engineers on technical cases

Coaching-oriented: You develop people through feedback, skill-building, and stretch opportunities—not just task assignment

High standards with empathy: You hold your team accountable while supporting their growth

Cross-functional collaboration: You've worked effectively with Engineering, Product, or Customer Success teams where success required partnership

Comfortable with ambiguity: You're excited to build operations for a new support model without a perfect playbook on day one

Nice to Have

Experience in healthcare, health tech, or regulated industries

Exposure to AI-assisted support workflows or LLM-based tooling

Prior experience as a technical support engineer or individual contributor before moving into management

Familiarity with Notion, Linear, Salesforce, Intercom, or similar support/case management platforms

Salary range: $110,000-140,000 CAD

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.