Customer Support Manager | Gestionnaire du soutien à la clientèle

Jesta I.S.•Westmount, QC

2d•Hybrid

About The Position

We are looking for a Customer Support Manager to lead customer support operations across our Service Desk, Technical Support, and Application Support functions. This role is ideal for a service-driven leader who is passionate about building strong teams, solving complex customer issues, and continuously improving the customer support experience. You will oversee day-to-day support operations, coach and develop support professionals, manage customer escalations, and help strengthen our support processes, tools, documentation, and service delivery practices.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related discipline, or equivalent professional experience.
3+ years managing customer or technical support teams in a B2B SaaS, enterprise software, ERP, or similar environment.
Strong experience with customer escalations, SLA-driven service, incident management, and support operations.
Experience troubleshooting or guiding investigations involving enterprise applications, integrations, databases, APIs, and system performance.
Experience collaborating with Product, Development, QA, Professional Services, Customer Success, and business teams.
Experience using support metrics and service data to improve quality and operational efficiency.
Strong leadership, coaching, and people management skills.
Excellent customer service and escalation management skills.
Strong analytical, troubleshooting, and problem-solving abilities.
Excellent communication skills with technical and non-technical audiences.
Strong organizational and prioritization skills.
Solid understanding of incident, SLA, escalation, and support management.
Continuous improvement mindset and ability to leverage data, automation, and technology.
Collaborative, adaptable, accountable, and resilient in a fast-paced environment.

Nice To Haves

ITIL Foundation certification or an equivalent IT Service Management certification is considered an asset.

Responsibilities

Oversee daily Service Desk, Technical Support, and Application Support operations, including ticket flow, prioritization, escalations, SLA performance, and service quality.
Lead, mentor, and develop the support team, strengthening troubleshooting, product knowledge, accountability, and service standards.
Set priorities, align resources with customer and business needs, and monitor team performance.
Identify opportunities to improve productivity, service consistency, and customer satisfaction.
Act as a senior escalation point for strategic accounts, critical incidents, and complex technical issues.
Ensure timely and clear customer communication throughout the resolution process.
Guide investigations involving enterprise applications, ERP configurations, integrations, databases, APIs, and system performance.
Coordinate incident resolution and follow-up across internal teams.
Collaborate with Product, Development, QA, Professional Services, Customer Success, and business teams to resolve issues and prioritize defects and improvements.
Facilitate knowledge sharing between support and technical teams.
Share observations from customers and support to improve products, processes, and customer experience.
Use support metrics, customer feedback, ticket trends, SLA performance, and root-cause analysis to identify improvements.
Drive initiatives to reduce recurring issues and backlog, improve workflows, and strengthen service consistency.
Establish and maintain effective support processes, standards, and best practices.
Identify opportunities to improve incident management, escalation processes, and overall service delivery.
Maintain and improve documentation, troubleshooting guides, knowledge bases, runbooks, and customer-facing resources.
Leverage automation, reporting, and approved AI tools to improve triage, documentation, communication, analysis, and productivity.
Encourage knowledge sharing and continuous learning within the team.