Sr. Manager, Customer Support (Hybrid - Toronto) or (Remote - US)

TL;DR

Sr. Manager, Customer Support (Hybrid - Toronto) or (Remote - US): Lead and scale a technical customer support team for a B2B SaaS product, optimizing ticketing workflows and resolving complex software issues with an accent on Zendesk administration, SLA-driven operations, and AI-first support automation. Focus on analyzing support KPIs to identify product friction and partnering with Engineering and Product to diagnose and track software bugs.

Location: Remote (US) or Hybrid (Toronto)

Salary: $110,000–$125,000 USD base (or $90,000–$110,000 CAD base)

Company

hirify.global builds easy-to-use SaaS for local governments to plan, budget, and report more effectively.

What you will do

• Lead, mentor, and scale a technical support team with a culture of accountability, continuous learning, and customer empathy.
• Run daily support operations: manage ticket queues, escalations, and ensure adherence to SLAs and quality standards.
• Administer and optimize Zendesk (triggers, automations, macros, and reporting dashboards) to improve operational efficiency.
• Own escalation for complex technical issues and collaborate with Engineering and Product to diagnose, track, and resolve software bugs.
• Analyze support metrics and KPIs (TTR, FTR, deflection rate, CSAT) to identify trends, product friction points, and training gaps.
• Maintain internal documentation, knowledge base articles, and standard operating procedures for the support team.

Requirements

• 5+ years of experience in technical support in a B2B SaaS environment.
• 3+ years of experience managing, leading, or mentoring a technical support or customer-facing team.
• Deep hands-on experience administering Zendesk (ticketing, reporting, and workflows) or similar tools.
• Strong troubleshooting and analytical skills, with the ability to translate technical issues into clear steps for non-technical users.
• Experience implementing AI tooling and automation across a support organization.
• Experience managing both leaders and individual contributors.

Nice to have

• Experience in a FinTech SaaS company, or a post-secondary background in Finance or Accounting.

Culture & Benefits

• Flexible remote/hybrid work model.
• Quality medical, dental, and vision insurance; short- and long-term disability; life insurance.
• 401(k) plan with match and flexible paid time off; company-paid holidays and parental leave.
• Annual reduced work hours holiday (“Dimming of the Lights”).
• Employee referral bonus and professional growth opportunities.

Hiring process

• Interviews to evaluate skills, interview performance, education, and experience.
• Final base salary offer determined based on the stated factors and pay equity considerations.