The Manager, Customer Support will lead and develop Customer Support Team Leads, foster a culture of accountability and continuous improvement, and serve as the senior escalation point for complex customer issues. This role reports to the VP, Customer Experience and plays a key role in optimizing support operations and cross-functional collaboration at MealSuite.
What You'll Do
- Mentor, coach, and develop Team Leads through regular 1:1s, performance reviews, and targeted professional development planning
- Implement and continuously optimize support workflows, escalations processes, and operational procedures to drive efficiency and reduce resolution time across the team
- Oversee queue health, SLA adherence, and KPI performance; analyze support metrics and present findings and recommendations to senior leadership
- Monitor and manage escalation channels, ensuring timely triage and resolution of high-priority or complex issues escalated from Team Leads and Level One Support
- Communicate cross-functionally with Product, Engineering, and other stakeholders to surface customer-reported trends, advocate for product improvements, and close the feedback loop with the support team
- Develop, refine, and maintain support playbooks, internal knowledge bases, and documentation standards used by Team Leads and Level One Support
What We're Looking For
- 4-6 years of direct experience in support, customer success, or a technical support environment, preferably in a SaaS ecosystem
- 2-4 years of experience in a people management or team lead capacity overseeing support agents or a support team
- 2+ years’ experience managing escalation workflows or serving as a senior escalation point
- Experience with CRM/Support or Project Management tools, such as Jira, Confluence, Zendesk, PlanHat, or equivalent
- Astute communication skills with a strong ability to translate complex technical issues into clear, simple to understand language for both internal and external stakeholders
- A proven dedication to coaching and mentorship, and comfort developing talent and providing actionable feedback
- An analytical mindset that uses data to drive decisions and is continuously looking for ways to improve processes
- Detail-oriented approach to problem solving
- A strong desire to build relationships with customers and cross-functional teams alike
- The ability to maintain composure when handling high-priority escalations or competing demands
- Ability to thrive in a collaborative, fast-moving environment
- Willingness to travel occasionally
- Valid passport with no travel restrictions (Canada/USA; Vietnam if required)
Technical Stack
- Jira
- Confluence
- Zendesk
- PlanHat
Team & Environment
Customer Support team led by Team Leads, reporting to the Manager, Customer Support, who reports to the VP, Customer Experience
Benefits & Compensation
- Unlimited paid time off
- Retirement savings support with RRSP/401(k) matching at 100% up to 3%
- Day one medical, dental, and vision options
- Life & disability insurance
- Paid maternity and parental leave
- Hybrid flexibility with onsite and remote work options
- Work-life balance supported by leadership
- Participation in the equity program
- Opportunities for career development and advancement
- Purposeful work with a positive community impact
Compensation: $90,000–$103,000 CAD per year / $78,700–$89,200 USD per year, participation in equity program, and RRSP/401(k) matching at 100% up to 3%.
Work Mode
Hybrid role based in Cambridge or Dallas, requiring onsite work two days per week; open to discussing options for candidates more than an hour away.
We want to ensure that every qualified individual has an equal opportunity to work with us. If you require accommodation to our application process, please contact [email protected]. MealSuite uses AI-assisted tools during parts of the hiring process, including screening and workflow automation. All final hiring decisions are made by people.
