[Hiring] Manager, Customer Support @Cardata

Role Description

Join us as a Manager, Customer Support to lead our customer-facing Support team and drive improvements in service quality, team performance, and operational efficiency.

• Oversee daily Support operations, establish clear performance expectations, and use data to improve service levels, workforce capacity, and customer satisfaction.
• Identify opportunities to streamline processes, introduce automation, and build a scalable Support function.
• This role reports to the Chief Customer Officer.

What you will do:

• Lead, coach, and develop the Customer Support team, establishing clear expectations, accountability, and performance standards.
• Own key Support metrics, including CSAT, response times, resolution times, ticket backlog, and quality.
• Manage workforce planning, scheduling, and queue capacity to ensure effective coverage and service levels.
• Oversee customer escalations, ensuring timely resolution, clear communication, and appropriate ownership.
• Identify operational inefficiencies and improve workflows, processes, and documentation to reduce manual work and recurring issues.
• Drive opportunities for AI, automation, and self-service to improve Support efficiency and customer experience.
• Establish consistent quality assurance, coaching, and onboarding practices to strengthen team performance.
• Partner with Customer Success, Product, Engineering, and Operations to address recurring customer issues and improve processes.
• Use operational data to identify trends, measure improvements, and inform staffing and business decisions.

Qualifications

• 5+ years of experience in Customer Support, Customer Service, Contact Center, or a similar customer-facing environment.
• 2+ years of people-management experience, including coaching, performance management, and team development.
• Proven ability to improve Support KPIs, service levels, and operational efficiency.
• Experience with workforce planning, scheduling, queue management, and capacity forecasting.
• Strong analytical skills and experience using data to drive operational decisions.
• Experience managing customer escalations and improving Support processes.
• Strong communication, problem-solving, and cross-functional collaboration skills.
• Ability to thrive in a fast-paced environment and bring structure to evolving processes.

Requirements

• Experience managing a high-volume, multi-channel Support or Contact Center environment.
• Experience with Zendesk or similar Support platforms.
• Experience with AI-powered Support tools, automation, self-service, or quality assurance programs.
• Experience leading remote or distributed Support teams.
• Experience in SaaS, technology, fintech, or a related industry.

Compensation

In line with Ontario’s Pay Transparency legislation, the salary range for this role is $75,000 – $100,000 CAD annually, based on experience, skills, and alignment with the role requirements.

Benefits

• Remote work and flexible working hours.
• Mentorship and development opportunities (to help you achieve your career goals!).
• Extended medical & dental benefits.
• Healthcare spending account.
• $3,000 annual Health and Wellness Spending Account to support your overall wellbeing.
• Employee assistance program (EAP).
• Flexible (Unlimited) Time Off: No annual cap on vacation, supported by a trust-based, flexible approach to time away.

Company Description

Cardata is where driven people make an outsized impact. We’re a small but mighty team transforming how businesses manage vehicle reimbursement — replacing outdated programs with smart, automated solutions.

Our vision is bold: to provide the most comprehensive, intelligent, and automated software and services for creating ideal vehicle programs.

At Cardata, delivering a great customer experience is central to how we operate and grow.