Manager, Technical Support

Globalrelay

Vancouver, Canada
Base: $100,000 - $130,000 cad; bonus/equity: not s...
On-site
24/7 customer-facing team leadership
Client escalation management
Saas environment support
Lead Global Relay customer-facing teams in a 24/7 environment, responsible for day-to-day operations and guiding a team of 6-12 subject matter experts

Job Summary

  • Lead Global Relay customer-facing teams in a 24/7 environment, responsible for day-to-day operations and guiding a team of 6-12 subject matter experts.
  • Hire, coach, and lead a growing team, with accountabilities including reporting on key metrics, handling client escalations, and identifying opportunities to improve client experience.
  • Collaborate with development and product teams to address software issues, bug fixes, and feature enhancements, while overseeing documentation of support processes and knowledge base articles.

Matching Summary

Lead Global Relay customer-facing teams in a 24/7 environment, responsible for day-to-day operations and guiding a team of 6-12 subject matter experts.

Salary

Base: $100,000 - $130,000 CAD; Bonus/Equity: Not specified; Benefits: Comprehensive extended health benefits, virtual healthcare, wellness allowance, annual vacation days, paid sick days, maternity/parental enhancement, bonus, RRSP matching, subsidized meal program

Skills & Requirements

Must-have

  • 24/7 customer-facing team leadership
  • Client escalation management
  • SaaS environment support
  • Technical issue resolution
  • Performance assessment and coaching

Nice-to-have

  • Servant leadership focus
  • Relationship building
  • Adaptability and resilience
  • Proactive problem-solving

Key Requirements

  • 10 years SaaS support experience
  • 5 years progressive leadership experience
  • Post-secondary education preferred
  • Client-facing role experience

Work Rights

Not specified

Tailored Resume

Cover Letter