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Senior Manager, Customer Support

1 hour, 5 minutes ago
Canada
Full-time
Lead
Customer Support
Project and Program Management
Microservices Salesforce
Apply Now
Clariti

Clariti

Clariti provides cloud-based government permitting and licensing software that streamlines operations, cuts processing times by 75%, and ensures remarkable results in digital transformation and regulatory compliance.

Internet Software & Services
51-250
Founded 1985
$1M raised
View All Jobs 3

Description

  • Lead, coach, hire, and develop a team of Support Analysts while building a high-performance team culture.
  • Own the AI strategy for support operations, including prompt engineering, tool selection, and support agent design.
  • Partner with the internal AI team to build and iterate on AI tools that assist analysts with complex Salesforce investigations.
  • Own the escalation framework and lead response to critical customer issues and incidents.
  • Drive post-incident reviews and implement durable process improvements.
  • Manage after-hours support coverage for major go-lives, production events, and premium customer deployments.
  • Own the premium support program for enterprise accounts, including SLA compliance, entitlement tracking, and proactive engagement.
  • Expand the knowledge base and lead KCS practices to improve self-service and reduce inbound case volume.
  • Build measurement, reporting, and scorecard infrastructure for support performance and backlog visibility.
  • Partner cross-functionally with Product, Engineering, Professional Services, Customer Success, and external partners to ensure smooth handoffs and coordinated customer support.

Requirements

  • 5+ years in a post-sale technical leadership role at a SaaS company, including leading teams through growth or significant change.
  • 5+ years supporting an enterprise SaaS platform with complex, highly configured customer environments.
  • 3+ years of direct experience in incident response or escalation management leadership.
  • Demonstrated experience using AI tools in support operations, including deploying AI agents, building prompt workflows, evaluating native AI, or integrating LLMs into support toolchains.
  • Hands-on experience implementing KCS methodologies and building knowledge management programs.
  • Proven ability to run a metrics-driven support operation, including queue management, SLA design, CSAT measurement, and executive reporting.
  • Experience managing premium or tiered support programs for enterprise customers.
  • Track record of developing support talent and handling difficult performance situations fairly and effectively.
  • Experience managing escalations at scale across global resources and coordinating response across Sales, Customer Success, Professional Services, Engineering, and Product.
  • Comfort presenting to both technical and non-technical audiences.
  • Background in government technology, permitting, or public sector SaaS is preferred.
  • Hands-on Salesforce experience, especially in an OEM, ISV, or Service Cloud support setting, is preferred.
  • Experience with support platform implementation and administration, with a preference for Salesforce Service Cloud and Zendesk, is preferred.
  • Successful candidates must pass comprehensive background checks.
  • Occasional travel is required, typically 1-2 times per year for in-person company-wide or departmental meetings.

Benefits

  • Base salary range of $126,000-$135,000 CAD.
  • Competitive compensation package.
  • Well-deserved time off.
  • Benefits designed to keep you and your family healthy.
  • Remote work with only occasional travel required.
  • Accommodation support during the hiring process, if needed.

Interested in this position?

Apply directly on the company website

Apply Now

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