Customer Support Manager

Job not on LinkedIn

🔥 0 minutes ago

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Jonas Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏗️ Construction

🏥 Healthcare

🏭 Manufacturing

Construction • Healthcare • Manufacturing

Jonas Software is the leading provider of enterprise management software solutions to over 40 different vertical markets. The company has acquired over 160 unique and innovative companies, positioning itself as a trusted source for technology and product innovation. With a client base of over 40,000 customers worldwide, Jonas Software operates offices across multiple continents and employs over 3,500 skilled professionals. Its vision is to be a global leader in enterprise management software, recognized for quality and customer service.

📋 Description

• Lead BEC's Support team and own the client experience from request arrival through resolution • Personally handle Tier 1 and Tier 2 client inquiries by email, phone, and callback request across BEC's product suite • Diagnose functional and technical issues, reproduce defects, and collaborate with R&D and Cloud Ops • Serve as escalation point for complex or sensitive client situations • Keep clients informed during outages, defects, and long-running issues • Manage, coach, and develop the Support team through 1:1s, ticket reviews, and structured feedback • Define and enforce ticket classification by tier and product • Establish, track, report, and revise SLA response and resolution targets • Document and operationalize escalation workflows into R&D • Evaluate, select, configure, implement, and train the team on a support system of record • Build operational reporting covering volume, backlog, ticket ageing, response and resolution times, defect clusters, and client/product trends • Own Online Help and internal documentation processes, using AI to accelerate authoring and maintain accuracy • Drive AI adoption for drafting responses, triage, routing, thread summaries, and knowledge-gap discovery; audit output • Establish regular working cadence with R&D, Cloud Ops, and Professional Services • Identify at-risk accounts, close the loop on NPS and survey responses, and drive proactive client outreach • Own a quarterly continuous-improvement initiative with measurable results

🎯 Requirements

• Post-secondary degree, or an equivalent combination of experience and education • 5+ years in a customer-facing technical support role • At least 2 years leading, supervising, or mentoring a support team • Hands-on experience with legal practice management, matter management, or document automation platforms • Track record of introducing and adopting support structures such as ticket classification, SLAs, escalation processes, knowledge management, or QA • Hands-on experience with a helpdesk or ticketing platform, including reporting • Experience using generative AI tools such as Claude, ChatGPT, or Copilot • Capability to excel in a data-driven, metrics-oriented environment and build metrics where they do not yet exist • Excellent written and verbal communication skills, strong listening skills, and genuine service orientation • Comfortable working independently and remotely in a lean organization • Preferred: familiarity with Microsoft 365, NetDocuments, or iManage • Preferred: experience deploying or tuning an AI support agent, chatbot, or automated deflection channel • Preferred: experience owning a knowledge base or help centre • Preferred: exposure to cloud operations or hosted application support environments

🏖️ Benefits

• Regular worker type • 37.5 scheduled weekly hours