Senior Manager, Customer and Technical Support 12-Month Fixed Term Contract

Senior Manager, Customer and Technical Support (12-Month Fixed Term Contract)

Join to apply for the Senior Manager, Customer and Technical Support (12-Month Fixed Term Contract) role at Certn

Senior Manager, Customer and Technical Support (12-Month Fixed Term Contract)

Join to apply for the Senior Manager, Customer and Technical Support (12-Month Fixed Term Contract) role at Certn

This range is provided by Certn. Your actual pay will be based on your skills and experience - talk with your recruiter to learn more.

Base pay range

CA$106,000. 00/yr - CA$132,500. 00/yr

Who We Are

At Certn, we're revolutionizing background screening with The World's Easiest Background Check-fast, global, and powered by tech. We're not about outdated processes and red tape. We're about innovation, speed, and impact.

If you're looking for a place where ownership, collaboration, and creativity thrive, this is it.

The Gig: Senior Manager, Customer and Technical Support

The Senior Manager, Customer and Technical Support is a strategic leader responsible for optimizing the performance, scalability, and long-term sustainability of Certn's Global Support operations.

Reporting to the Director of Support (until their maternity leave), the Senior Manager will play a key role in setting strategy, influencing cross-departmental priorities, and ensuring that support-led insights inform product development, operational planning, and overall customer success. By proactively identifying opportunities for improvement and mobilizing the right resources, this leader helps ensure a seamless, responsive experience for Certn's global customer base.

What You'll Be Doing (and Crushing)

• Drive team engagement by fostering a collaborative culture, coaching leaders to enhance their effectiveness, and leveraging support metrics to inform decisions and optimize team performance.
• Set, manage, and adjust team objectives for direct reports, ensuring alignment with Certn and customer goals. Oversee a comprehensive performance management strategy, including QA processes and service level objectives.
• Collaborate closely with Operations, Product, Sales, and Customer Success teams to align support strategies with new product launches and evolving customer expectations. Ensure that the support function is fully integrated with Certn's go-to-market initiatives.
• Lead the team in establishing consistent processes to resolve client and applicant issues. Make decisions on resource allocation and team structure to meet performance targets and maintain 24/7 global coverage. Empower the team to resolve support queries across all channels, adhering to Certn's Legal and Compliance SOPs.
• Make day-to-day decisions on resource allocation, tool management, and team structure to ensure alignment with and the achievement of performance targets, 24/7 global coverage, and to meet the evolving needs of Certn.
• Collaborate with the Support Leadership team to enhance self-serve resources, including AI/chatbot responses and internal documentation.
• Collaborate with Product to identify, analyze, and report on key support volume drivers, maintain detailed records and make recommendations for reducing and mitigating future support volume.
• Collaborate with Product to improve internal tooling and platform efficiency.
• Collaborate with clients and the Product team to streamline and resolve API integration issues.
• Implement tooling and process changes to automate repetitive support inquiries and improve support efficiency.
• Support high-level client escalations by troubleshooting and resolving technical issues impacting clients and applicants.
  
  

• Proven track record of being adaptable to change and delivering great customer service in ambiguous or complex environments.
• Comfortable with technology and familiarity with tooling used in SaaS companies to complete actions related to Customer Support (CRMs and ticketing software such as Zendesk, Intercom, Hubspot, Atlassian products, etc. )
• Hands-on experience with SQL for data analysis and reporting.
• Proficient in diagnosing and resolving API issues.
• Experience implementing and configuring support tooling.
• Comfortable setting performance targets and objectives for direct reports.
• Comfortable managing employee expectations and resolving issues.
• Ability to learn and pick up new information and interpret client requirements quickly.
• Comfortable working with incomplete information and teasing out solutions.
• Experience leading Tier 2 or Escalated Support teams.
• Experience driving product changes in a SaaS environment.
• Experience in AI training and conversational design.
• Previous experience implementing and managing Support tooling.
• Strong personal communication skills.
• Strong work ethic, with the desire to 'roll up sleeves' and get the job done.
  
  

• Work with amazing teams committed to giving great customer service.
• DEIB Commitment: We're dedicated to creating an inclusive and equitable environment for all.
• Bright Minds: Learn from some of the most brilliant and kind people you'll ever meet!
• Work from home allowance.
• Full IT equipment will be provided.
• 4 weeks vacation
• 12 wellness days
• Health spending account/ benefits / etc.
• Work from home set-up allowance
• Plus lots of other perks
  
  

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industri.