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Manager, Customer Support

3 weeks ago
Canada
Full-time
Lead
Customer Support
Project and Program Management
SQL
Apply Now
Versaterm

Versaterm

Versaterm Public Safety is a leading developer of integrated software solutions for First Responders in Canada and the United States. They focus on customer experience and outcomes, empowering public safety agencies to transform their organizations. Ve...

Internet Software & Services
51-250
Founded 1977
View All Jobs 39

Description

  • Lead and develop a team of 5-15 support specialists across technical support, user enablement, and hybrid support functions.
  • Manage daily support operations including ticket queues, workload distribution, training schedules, resource allocation, and on-call coverage.
  • Monitor and drive performance against SLA targets, adoption metrics, operational efficiency measures, and customer satisfaction scores.
  • Conduct one-on-ones, performance reviews, and career development planning for team members.
  • Handle critical customer escalations and coordinate with technical teams on resolution and communications.
  • Identify training needs and build competency programs across technical support and user enablement skills.
  • Implement process improvements that balance reactive incident response with proactive customer enablement.
  • Develop and maintain support documentation, including technical procedures, knowledge base articles, and training materials.
  • Analyze team and customer metrics to identify issues, drive root cause analysis, and implement permanent solutions.
  • Partner with other support managers and participate in product roadmap discussions to represent support insights.

Requirements

  • Bachelor's degree in Computer Science, Technology, Information Systems, Business, or a related field.
  • 6-8+ years of progressive customer support experience, including at least 2+ years in a managerial or leadership role, or an equivalent combination of experience.
  • Experience with public safety or mission-critical software systems strongly preferred.
  • Proven experience managing diverse support teams in a software environment.
  • Strong technical foundation with customer engagement and training experience.
  • Experience managing both SLA/operational metrics and customer adoption KPIs.
  • Proficiency with support ticketing systems, reporting tools, and customer success platforms.
  • Experience managing 24x7 support operations.
  • Excellent communication, leadership, and interpersonal skills with the ability to influence technical, business, and executive audiences.
  • ITIL certification or service management framework experience preferred.
  • Customer Success Manager certification (CCSM, CCSMP) preferred.
  • Experience with support automation, AI technologies, and digital transformation preferred.
  • Knowledge of public safety standards and compliance requirements preferred.
  • Previous experience in government or regulated industries preferred.
  • Project management or change management certification preferred.
  • SQL knowledge and understanding of system integration concepts preferred.
  • Must be legally authorized to work in Canada and able to obtain and maintain a Government of Canada Reliability security clearance.
  • Must comply with the FBI CJIS Security Policy and pass a fingerprint-based background check.

Benefits

  • Competitive starting salary based on skills, experience, education, training, internal equity, market data, and business needs.
  • Comprehensive benefits offering.
  • Eligibility for variable compensation such as incentive plans or discretionary performance bonuses in some roles.
  • Equity, diversity, inclusion, and barrier-free workplace commitment.
  • Accommodations available upon request throughout the recruitment process.
  • People-led recruitment process with no AI used in hiring decisions.

Interested in this position?

Apply directly on the company website

Apply Now

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