Senior Manager of Customer Support

MOZ Group • Ottawa, ON

5d

About The Position

We are seeking an experienced, strategically minded, and hands-on Senior Manager of Customer Support to lead the customer support operations across three of our premier email marketing and delivery brands: iContact, Campaigner, and SMTP. In this role, you will be responsible for defining, driving, and scaling support excellence across all three brands. You will directly manage our Customer Support Team Leads, ensuring their teams (composed of Tier 1, Tier 2, and Tier 3 support representatives) operate at peak efficiency and perform to our standard REGO (Retain, Engage, Grow, Optimize) operational framework. You will also oversee vendor partnerships, reviewing contracts to spot areas for expense reduction or budget reallocation. Additionally, you will serve as the primary AI Advocate for Customer Support, coaching and arming our Technical Support Lead with the advanced tools, automations, processes, and artificial intelligence protocols required to deliver technical support excellence.

Requirements

• 5+ years of progressive leadership experience in Customer Support / Customer Operations within a SaaS environment (experience with Email Service Providers (ESPs), deliverability, or marketing automation platforms is highly preferred).
• Proven track record of managing support operations across multiple products, brands, or distinct customer bases.
• Strong familiarity with technical support structures (Tier 1–3), API support, email deliverability protocols, and advanced ticketing workflows (e.g., Zendesk, Salesforce Service Cloud, Jira).
• Demonstrated experience implementing AI chatbots, automated routing rules, and macro-efficiencies to optimize support workloads.
• Comfortable working with data, monitoring SLAs, predicting backlog trends, and tying customer support metrics directly to financial outcomes (MRR/Unit Churn, Retention).
• Exceptional leadership capabilities with a passion for mentoring team leads and developing front-line agents.

Responsibilities

• Directly manage, mentor, and coach Support Team Leads across all three brands to build a high-performing, customer-centric support culture.
• Ensure Team Leads are equipped to conduct consistent, structured performance reviews and active coaching sessions with their respective Tier 1, Tier 2, and Tier 3 representatives.
• Build clear career development paths and skill-progression matrices from Tier 1 through to Tier 3.
• Ensure all support tiers and team leads align their daily workflows, coaching, and performance monitoring with our established REGO Framework to hit strict operational standards for RETAIN, ENGAGE, GROW, and OPTIMIZE.
• Partner closely with the Technical Support Lead, ensuring they have the technical infrastructure, training, and strategic backing to deliver tier-3 support excellence.
• Serve as the AI Advocate for customer support across iContact, Campaigner, and SMTP- scouting, testing, and implementing cutting-edge AI technologies, automated workflows, and streamlined support protocols to drive down resolution times and backlog.
• Oversee the evolution of internal documentation, ticketing systems, and customer-facing knowledge bases to increase self-service capabilities.
• Regularly review third-party software, platforms, and vendor contracts utilized by the customer success department.
• Maintain a ledger of vendor renewal dates and negotiate optimal terms to maximize ROI on internal CS tooling.
• Actively identify areas for cost reduction, consolidation of redundant platforms across the 3 brands, or reallocation of budget to high-impact resources.
• Provide comprehensive weekly and on-demand reporting to executive leadership detailing net revenue retention (NRR), gross churn, and key REGO operational metrics across all three brands.
• Establish, own, and maintain automated dashboards and real-time tracking systems to ensure critical operational metrics and customer health indicators are readily accessible on-demand.

Benefits

• Competitive salaries
• Robust, health and wellness-focused benefits
• Paid time off
• Employee Resource Groups
• Company-sponsored events
• Opportunities for professional growth through educational support, mentorship programs, and career development resources
• Employee engagement programs
• Recognition awards

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed