Taking applicationsVoice Support·Posted 9d ago
Manager, Customer Support
Elation Health
Canada
Pay
$37.5–$48/hr
Job type
Full-time · Remote
Hours
Flexible
Location
Canada
EnglishSenior level
About the role
Manager, Customer Support at Elation Health leads 8–10 Support Specialists and Support Engineers and owns SLA performance, case operations, and data-driven support improvements. The role is Canada-based and combines people management with product-style experimentation and analytics for a healthcare SaaS platform.
What you'll do
- Lead 8–10 Support Specialists and Support Engineers
- Own hiring, onboarding, development, and performance management
- Manage case triage, routing, and escalation workflows
- Build dashboards, define KPIs, and report support performance
- Run experiments to improve resolution speed and customer satisfaction
- Coach the team on AI-generated recommendations and case quality
- Partner with Engineering, Product, and Customer Operations
- Build support playbooks, documentation, and QA processes
What you'll need
- 5+ years in technical support, customer success operations, or technical account management
- 2+ years managing people
- Track record managing SLAs in technical support or customer operations
- Experience with technical SaaS/B2B products requiring troubleshooting
- Data fluency with dashboards and trend analysis
- Product-management mindset
Skills
Technical supportCustomer success operationsTechnical account managementPeople managementSLA managementData analytics and dashboardsAI-assisted workflowsProcess improvement
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