Customer Support Manager

Practice Better

4d•CA$100,000 - CA$115,000•Remote

About The Position

Practice Better is seeking a Manager, Customer Support to lead their customer support department. This role involves overseeing operations, managing a team of representatives who handle over 4,000 monthly inquiries via email and calls, and supporting both practitioners and their clients. The team operates in a fast-paced environment with frequent product updates and complex integrations, requiring a balance of efficiency and empathy in a health-focused sector. The position includes developing and implementing customer service policies and procedures, and collaborating with other departments to resolve customer issues. The initial 90 days will be a structured onboarding period as a Team Lead, with direct support from the Senior Manager of Customer Support, to develop management skills, learn team operations, and build confidence before assuming the full manager responsibilities. Success in this phase involves establishing trust, effective 1:1s and team meetings, providing feedback, managing daily operations, and demonstrating sound judgment in escalations and prioritization. The role will gradually transition out of the ticket queue to focus entirely on management responsibilities.

Requirements

2+ years of relevant experience in Customer Support within a B2B SaaS environment
A people-first leadership mindset with the ability to balance empathy and accountability
Strong emotional intelligence and communication skills, including the ability to navigate challenging conversations with clarity and confidence
Comfort leading teams through operational change without defaulting to “this is how we’ve always done it.” You think critically about how processes can be improved for both customers and the team.
Proven ability to collaborate with other cross-functional teams and manage multiple priorities while providing an excellent level of customer service
Analytical, curious, and adaptable—you seek solutions, not perfection, and are comfortable operating in a fast-moving, growth-stage environment.
A strong sense of ownership and accountability for team performance, customer outcomes, and continuous improvement.
Experience working with modern support and collaboration tools (Zendesk, Ada chatbot, Slack, HubSpot, Guru, Notion, Sigma, Google Suite)

Nice To Haves

Experience in the Health & Wellness industry with some level of knowledge of how our software supports practitioners
Knowledge of or technical proficiency with both Practice Better and That Clean Life software platforms

Responsibilities

Lead, coach, and develop the Customer Support team through hiring, training, regular 1:1s, clear and actionable feedback, and performance conversations that drive growth and accountability.
Foster a culture of psychological safety, trust, and empathy, ensuring team members feel heard while still holding a high bar for ownership and outcomes.
Guide the team through change by communicating context, setting expectations, and helping individuals understand the why behind decisions.
Manage daily operations of support queues, including specialized queues (ePrescribe, Team Plan vs Non-Team Plan tickets)to ensure timely, high-quality support.
Handle complex or escalated customer issues, providing timely and effective resolutions.
Develop and implement Customer Support policies, procedures, and standards to improve customer satisfaction, efficiency, and consistency.
Monitor and analyze customer service performance metrics using Zendesk and Sigma dashboards; identify trends, surface insights, and drive data-informed improvements.
Identify recurring themes and systemic issues in support tickets and partner cross-functionally to address root causes.
Ensure the Customer Support team has the tools, training, and knowledge to provide exceptional customer experiences.
Collaborate with other departments, such as Marketing and Product, to improve the end-to-end customer experience.
Identify skill gaps and growth opportunities across the team and partner with Leadership to support development plans, enablement, and career progression.
Report on Customer Support performance, trends, and overall team health to leadership.

Benefits

Comprehensive benefits package for full-time, permanent employees
Health, dental, and vision coverage from day 1
RRSP matching
Generous paid parental leave
Annual learning stipends
Unlimited vacation
$750 annual Health & Wellness Allowance
$1,000 annual Learning & Development Allowance
$500 annual Home Office Allowance
Sprout Family: personalized support for family-building and fertility journeys
Inkblot: confidential, digital mental health support from licensed professionals
Company-wide holiday closure in December
Regular virtual company-wide events, lunches, and team socials