Senior Customer Support Manager (HealthTech)

TL;DR

Senior Customer Support Manager (HealthTech): Designing and scaling the end-to-end customer support function for B2B and D2C radar-based monitoring products with an accent on operational foundations and team growth. Focus on building workflows, optimizing support tools like Zendesk/Intercom, and translating customer insights into product improvements.

Location: Hybrid (Toronto, Ontario)

Company

Privacy-first technology company building radar-based monitoring products that help older adults live safely and independently at home.

What you will do

• Design a scalable and empathetic customer support experience for B2B and D2C channels.
• Establish the operational foundation, including workflows, knowledge management, and service standards.
• Recruit, onboard, and develop a high-performing support team.
• Own and optimize key metrics such as CSAT, response times, and resolution times.
• Collaborate with Product, Engineering, and Sales to remove customer friction and improve the product.
• Implement and optimize support tools and automation, such as Zendesk or Intercom.

Requirements

• 5+ years of customer support experience with 2+ years in a management or lead role.
• Experience supporting both B2C and B2B customers, preferably in hardware or SaaS.
• Proven track record of building support processes in early-stage or scaling environments.
• Proficiency with Zendesk, Intercom, or similar support platforms.
• Strong data-driven approach to decision-making and performance tracking.
• Must be based in Toronto, Ontario for hybrid work.

Culture & Benefits

• Opportunity to make a meaningful impact on the safety of older adults.
• Career growth in a fast-growing, mission-driven company.
• Competitive compensation and comprehensive health and wellness coverage.
• Flexible hybrid work environment.
• Collaborative culture valuing ownership and continuous improvement.