linkedin
Manager, Customer Support
Elation Health
Calgary, CAN
Full-time
Mid-Senior
Onsite
CAD 110,000 to CAD 140,000.
Discovered 2 weeks ago
Technical support operationsPeople managementSLA managementData analysis and operational metricsDashboard developmentCase triage and escalation workflows
Free
Job Fit Check
Base Career helps you apply smarter for this job.
?%
Ready to ScanKey skills for this role
Technical support operationsPeople managementSLA management
Role Overview
Lead Elation Health's Support Specialists and Support Engineers as the operational leader for the support experience.
Treat support as a product by using data, experimentation, and systems thinking to improve customer outcomes.
Partner with Engineering, Product, and Customer Operations to turn support insights into product improvements.
Key Skills for This Role
Technical support operationsPeople managementSLA managementData analysis and operational metricsDashboard developmentCase triage and escalation workflows
Full Job Posting
Role Overview
Lead Elation Health's Support Specialists and Support Engineers as the operational leader for the support experience.
Treat support as a product by using data, experimentation, and systems thinking to improve customer outcomes.
Partner with Engineering, Product, and Customer Operations to turn support insights into product improvements.
Team Leadership
- Manage approximately 8 to 10 Support Specialists and Support Engineers, including hiring, onboarding, development, performance management, and retention.
- Conduct weekly one-on-one meetings focused on skill development, case quality review, and career growth.
- Coach the team to critically evaluate AI-generated recommendations and prioritize quality over speed.
- Hold the team accountable to time-to-resolution, backlog, and customer satisfaction targets.
Support Operations
- Manage case triage, routing, and escalation workflows to support efficient resolution.
- Monitor case queue health in real time and identify bottlenecks or quality issues before they affect customers.
- Design experiments to improve resolution speed, first-contact resolution, and customer satisfaction.
- Build and maintain the support playbook, documentation, troubleshooting guides, and AI-assisted workflow standards.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Elation Health
Account Executive, Small Group
, USA
Discovered 1 weeks agoFull-time
Technical Solutions Engineer
, USA
Discovered 1 weeks agoFull-time
RCM Solutions Engineer
, USA
Discovered 1 weeks agoFull-time
Staff Product Designer
, USA
Discovered 1 weeks agoFull-time
Senior Accountant
, USA
Discovered 1 weeks agoFull-time
Senior Associate, Strategic Finance
, USA
Discovered 1 weeks agoFull-time
Engagement Advisor
, USA
Discovered 1 weeks agoFull-time
Customer Success Manager, Small Group
, USA
Discovered 1 weeks agoFull-time