[Hiring] Manager, Client Support @rise

Role Description

Thousands of Canadian businesses rely on Rise every month to pay and manage their people. When they have questions, run into challenges, or need advice, they come to our Client Support team for help.

We're looking for a hands-on Manager, Client Support who leads from inside the queue — coaching in the thread, owning hard escalations, and running the operational rhythm that keeps a support team sharp.

• Hire, train, and lead a team of exceptionally effective support agents.
• Own the hardest escalations end-to-end, including direct client emails and calls when situations get sensitive.
• Define and evolve our processes, practices, and tools to make our support functions truly world-class.
• Mentor and develop the team through consistent coaching, training, and feedback.
• Monitor queue health, SLAs, and staffing; adjust as volume shifts.
• Use AI tools to accelerate resolution and expand what the team can handle.
• Track the metrics that matter (first-response time, time in queue by priority, reopen rate, CSAT) and report weekly.
• Partner with Product and Engineering to eliminate recurring issues at the root.

Qualifications

• 4+ years in customer support, with 2+ years leading a team.
• Experience in payroll, HR tech, fintech, or similar regulated SaaS.
• Player-coach mentality; ready and excited to roll up your sleeves as a manager.
• Strategic thinker; builds plans for capacity and volume.
• Challenges the status quo and brings strategy over hope.
• Experience with performance management, including structured plans and follow-through.
• Comfortable adopting AI tools to speed up resolution and expand team output.
• Bonus: National Payroll Institute certification, completed or in progress.
• Bonus: Bilingual proficiency in French and English.

Benefits

• Base salary of $70,000 - $90,000, depending on experience, plus stock options.
• Remote work environment with occasional in-person meetings.
• 3 weeks of paid vacation, flexible personal wellness days, and one day off for your birthday and work anniversary.
• $1,000 personal learning and development budget for courses, conferences, webinars, etc.
• No-wait benefits starting from your first day, including dental, eye care, and $2,000 in counselling coverage.