Senior Manager, Product Support

TouchBistro•Toronto, ON

About The Position

TouchBistro is seeking a high-impact Senior Manager, Product Support to oversee the operational execution of their Customer Support and Workforce Management (WFM) teams. This role is crucial for ensuring the company meets its Service Level Agreements (SLAs), optimizes staffing, and positively impacts the customer experience. The ideal candidate will possess strong operational discipline, a people-first leadership style, and understand the importance of every support interaction in retaining revenue and fostering customer loyalty.

Requirements

8+ years in support leadership within SaaS or B2B environments, with a focus on metrics-driven operations.
Experience managing high-stakes technical escalations with strong cross-functional communication skills.
Proven track record of building performance management and QA programs that drive KPI improvement.
Ability to translate support data into actionable insights and influence product or process changes.
Hands-on experience with WFM tools (e.g., Calabrio, Genesys, NICE) and a strong understanding of forecasting, occupancy, and shrinkage.
High Emotional Quotient (EQ): Collaborative, clear communicator who leads with empathy and builds strong cross-functional relationships.

Nice To Haves

Experience supporting 24/7 operations across multiple time zones.
Exposure to AI-driven support tools or self-service strategies.
Experience scaling support teams in high-growth or startup environments.

Responsibilities

Own daily operations, ensuring consistent, calm, and efficient performance, even during peak volume.
Identify root causes of support volume and partner cross-functionally to eliminate friction and improve the customer experience.
Manage critical customer escalations end-to-end, driving fast resolution and addressing underlying product or process gaps.
Design and evolve Quality Assurance (QA) frameworks to drive measurable improvements in service delivery.
Establish a high-frequency coaching rhythm to improve First Contact Resolution (FCR), Customer Satisfaction (CSAT), and overall team performance.
Coach teams to deliver high-empathy, high-competence interactions that rebuild customer confidence and improve customer retention.
Lead forecasting, scheduling, and capacity planning for WFM to ensure efficient, cost-effective coverage aligned with SLAs.
Build a high-performing, high-retention team culture grounded in accountability, transparency, and support.