Senior Manager, Customer Support
VirtualVocations · Tacoma, Washington · Posted Jun 21, 2026
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Leading a high-performing technical support team, the full-time Senior Manager, Customer Support will optimize ticketing workflows and ensure local government clients receive timely solutions, with the flexibility of a remote or hybrid work arrangement in Calgary or Toronto. Key Responsibilities: Lead, mentor, and scale a technical support team, promoting a culture of accountability and customer empathy Oversee daily support operations, managing ticket queues and ensuring adherence to SLAs and quality standards Administer and optimize the Zendesk instance to drive operational efficiency and analyze support metrics to enhance customer experience Required Qualifications: 5+ years of experience in technical support within a B2B SaaS environment 3+ years of leadership experience managing a technical support or customer-facing team Hands-on experience using and administering Zendesk or similar tools Experience in financial technology (FinTech) SaaS or a degree in Finance or Accounting is preferred Strong troubleshooting skills with the ability to simplify complex technical concepts for non-technical users