[Hiring] Senior Manager, Product Support @TouchBistro

Role Description

We are looking for a high-impact Senior Manager, Product Support to own the operational execution of our Customer Support and Workforce Management (WFM) teams. Reporting to the Senior Director, you will be the operational heartbeat of the team ensuring that we meet our SLAs, optimize our staffing, and drive measurable, positive impact on customer experience.

We need a leader who balances operational discipline with a genuine, people-first leadership style, and who understands that every support interaction is an opportunity to protect our revenue and deepen customer loyalty.

What You’ll Do

• Own Daily Operations: Run the “live” environment, ensuring consistent, calm, and efficient performance—even at peak volume.
• Reduce Volume at the Source: Use data to identify root causes and partner cross-functionally to eliminate friction and improve the customer experience.
• Lead Escalations: Own critical customer issues end-to-end, driving fast resolution while addressing underlying product or process gaps.
• Build QA & Performance Programs: Design and evolve QA frameworks that drive measurable improvements in service delivery.
• Drive Coaching Excellence: Establish a high-frequency coaching rhythm that improves FCR, CSAT, and overall team performance.
• Improve Customer Retention: Coach teams to deliver high-empathy, high-competence interactions that rebuild customer confidence.
• Own WFM Strategy: Lead forecasting, scheduling, and capacity planning to ensure efficient, cost-effective coverage aligned to SLAs.
• Lead with Empathy: Build a high-performing, high-retention team culture grounded in accountability, transparency, and support.

Qualifications

• 8+ years in support leadership within SaaS or B2B environments, running metrics-driven operations.
• Experience managing high-stakes technical escalations with strong cross-functional communication.
• Track record of building performance management and QA programs that drive KPI improvement.
• Ability to translate support data into actionable insights and influence product or process changes.
• Hands-on experience with WFM tools (e.g., Calabrio, Genesys, NICE) and a strong understanding of forecasting, occupancy, and shrinkage.
• Collaborative, clear communicator who leads with empathy and builds strong cross-functional relationships.

Nice to Have

• Experience supporting 24/7 operations across multiple time zones.
• Exposure to AI-driven support tools or self-service strategies.
• Experience scaling support teams in high-growth or startup environments.

Salary Range

$135,000 — $155,000 CAD

Benefits

• Generous Time Off Program
• Health, Dental, and Vision Benefits
• Flexible Health and Wellness Plan
• Parental Leave & top up
• Employee Assistance Program
• Professional Development
• Volunteer Program
• Monthly Lunches