Manager, Customer Support
About The Position
MealSuite builds end-to-end foodservice technology for healthcare and senior living organizations. Our mission is to help care teams deliver better dining experiences with less effort. We’re a fast-growing team working on meaningful problems that directly impact patient and resident care. We’re looking for a People-Oriented and Enterprising Manager, Customer Support to join our Customer Support team. Reporting to the VP, Customer Experience, you’ll coach and mentor Customer Support Team Leads to reinforce a culture of accountability, transparency, and continuous improvement. You’ll also act as the senior escalation point for complex customer issues requiring management oversight or cross‑functional collaboration.
Requirements
- 4-6 years of direct experience in support, customer success, or a technical support environment, preferably in a SaaS ecosystem.
- 2-4 years of experience in a people management or team lead capacity overseeing support agents or a support team.
- 2+ years’ experience managing escalation workflows or serving as a senior escalation point.
- Experience with CRM/Support or Project Management tools, such as Jira, Confluence, Zendesk, PlanHat, or equivalent.
- Astute communication skills with a strong ability to translate complex technical issues into clear, simple to understand language for both internal and external stakeholders
- A proven dedication to coaching and mentorship, and comfort developing talent and providing actionable feedback
- An analytical mindset that uses data to drive decisions and is continuously looking for ways to improve processes
- Detail-oriented approach to problem solving, a strong desire to build relationships with customers and cross-functional teams alike, and the ability to maintain composure when handling high-priority escalations or competing demands.
- Ability to thrive in a collaborative, fast-moving environment
- Willingness to travel occasionally; valid passport with no travel restrictions (Canada/USA; Vietnam if required)
Responsibilities
- Mentor, coach, and develop Team Leads through regular 1:1s, performance reviews, and targeted professional development planning.
- Implement and continuously optimize support workflows, escalations processes, and operational procedures to drive efficiency and reduce resolution time across the team
- Oversee queue health, SLA adherence, and KPI performance; analyze support metrics and present findings and recommendations to senior leadership
- Monitor and manage escalation channels, ensuring timely triage and resolution of high-priority or complex issues escalated from Team Leads and Level One Support
- Communicate cross-functionally with Product, Engineering, and other stakeholders to surface customer-reported trends, advocate for product improvements, and close the feedback loop with the support team
- Develop, refine, and maintain support playbooks, internal knowledge bases, and documentation standards used by Team Leads and Level One Support
Benefits
- Unlimited paid time off
- Retirement savings support – we invest in your future with RRSP/401(k) matching at 100% up to 3%
- Health benefits – this includes day one medical, dental, and vision options, life & disability insurance, & paid maternity and parental leave.
- Hybrid flexibility
- Work-life balance – this is supported by the fact that more than 90% of current employees agree that their leader supports their wellbeing.
- Participation in our equity program
- Opportunities for career development and advancement
- Purposeful work with a positive community impact
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
11-50 employees
