Senior Manager of Customer Support (Ottawa)

Senior Manager, Customer Support We are seeking an experienced, strategically minded, and hands‑on Senior Manager of Customer Support to lead the customer support operations across three of our premier email marketing and delivery brands: iContact, Campaigner, and SMTP. In this role you will define, drive, and scale support excellence across all three brands, directly manage our Customer Support Team Leads and oversee vendor partnerships, reviewing contracts to spot areas for expense reduction or budget reallocation, and serve as the primary AI Advocate for Customer Support, coaching and arming our Technical Support Lead with advanced tools, automations, processes, and AI protocols required to deliver technical support excellence. Key Responsibilities Leadership, Coaching & Team Management Directly manage, mentor, and coach Support Team Leads across all three brands to build a high‑performing, customer‑centric support culture.

Ensure Team Leads conduct consistent, structured performance reviews and active coaching sessions with their Tier 1, Tier 2, and Tier 3 representatives. Build clear career development paths and skill‑progression matrices from Tier 1 through to Tier 3. Operational Execution via the REGO Framework Align support tiers and team leads with REGO operational standards: Retain – Unit churn target 2% or lower, MRR churn target 3% or lower; Engage – Sending engagement minimum 70%; Resolve – average resolution time; CSAT – minimum 90%; Grow – Net Revenue Retention target 101%; Optimize – Ticket backlog maintain total open queue/backlog low, FCR at least 70%.

Actively manage renewals and outstanding balances to prevent churn, train teams to proactively resolve renewal obstacles, and work closely with Account Managers and Customer Success Managers on growth opportunities. Technical Support Excellence & AI Advocacy Partner with the Technical Support Lead to ensure they have the technical infrastructure, training, and backing to deliver Tier‑3 support excellence. Scout, test, and implement cutting‑edge AI technologies, automated workflows, and streamlined protocols to drive down resolution times and backlog.

Oversee internal documentation, ticketing systems, and customer‑facing knowledge bases to increase self‑service capabilities. Vendor, Expense & Contract Management Regularly review third‑party software, platforms, and vendor contracts used by the customer success department. Maintain a ledger of vendor renewal dates and negotiate optimal terms to maximize ROI on internal CS tooling.

Identify areas for cost reduction, consolidate redundant platforms across the three brands, or reallocate budget to high‑impact resources. Executive Reporting & Data Visibility Provide comprehensive weekly and on‑demand reporting to executive leadership on net revenue retention, gross churn, and key REGO operational metrics across all three brands. Establish, own, and maintain automated dashboards and real‑time tracking systems to make operational metrics and customer health indicators readily accessible on‑demand.

Qualifications 5+ years of progressive leadership experience in Customer Support/Customer Operations within a SaaS environment (experience with Email Service Providers, deliverability, or marketing automation platforms highly preferred). Proven track record of managing support operations across multiple products, brands, or distinct customer bases. Strong familiarity with technical support structures (Tier 1‑3), API support, email deliverability protocols, and advanced ticketing workflows (e.g., Zendesk, Salesforce Service Cloud, Jira).

Demonstrated experience implementing AI chatbots, automated routing rules, and macro efficiencies to optimize support workloads. Comfortable working with data, monitoring SLAs, predicting backlog trends, and tying customer support metrics directly to financial outcomes (MRR/Unit churn, retention). Exceptional leadership capabilities with a passion for mentoring team leads and developing front‑line agents.

Benefits Generous medical, dental, and vision coverage. Open PTO policy with the expectation that you take at least one week off per quarter. 10‑16 weeks of fully paid parental, medical, or family leave. Company matches to retirement plans.

Volunteer time off and matching donations. Stipends for home internet. Remote‑friendly culture, with the option to be in office in Ottawa, Raleigh‑Durham, Seattle, or Vancouver.

Training through Mozzer U; reimbursement for conferences. Free cereal bars, healthy snacks, and beverages. #J-18808-Ljbffr