Customer Support Manager

Job not on LinkedIn

🔥 1 minute ago

🇨🇦 Canada – Remote

💵 $89k - $111k / year

⏰ Full Time

🟠 Senior

🔴 Lead

💝 Customer Support

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.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.

Apply Now

Find Similar Remote Jobs

insightsoftware

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🏢 Enterprise

💸 Finance

💰 $798.6M Private Equity Round - insightsoftware on 2021-07

SaaS • Enterprise • Finance

insightsoftware is a provider of reporting, analytics, and enterprise performance management (EPM) software targeted at finance, accounting, and enterprise IT teams. The company delivers a broad portfolio of products for ERP reporting and automation (for Oracle, SAP, Microsoft Dynamics, JD Edwards and 140+ ERPs), data connectivity (Simba ODBC/JDBC drivers and SDK), embedded analytics (Logi), planning & disclosure tools (JustPerform, Certent, Longview), lease and equity management, and product information management (Agility PIM). Their offerings focus on financial reporting, ERP-to-cloud data integration, automation of accounting processes, and enabling embedded analytics for ISVs and enterprise customers.

📋 Description

• Lead and manage a global support organization, including hiring, onboarding, performance management, coaching, career development, and workforce planning • Ensure effective 24/7 support coverage • Foster customer advocacy, accountability, continuous improvement, knowledge sharing, and operational excellence across distributed teams • Serve as primary point of contact for internal and external escalations • Triage critical issues and coordinate cross-functional response efforts through resolution • Lead weekly cross-functional escalation reviews with Support, Product, Engineering, Professional Services, and Cloud Operations • Act as the voice of the customer and engage directly with strategic customers • Monitor customer sentiment and manage expectations during critical incidents • Collaborate with Product Management, Engineering, Cloud Operations, Customer Success, and Professional Services • Drive AI, automation, self-service, and knowledge base initiatives • Analyze support trends, escalation data, customer feedback, and operational metrics • Drive root cause analysis and corrective and preventative improvements • Establish, track, and report team performance metrics, service health, customer risks, and operational goals • Communicate major incidents, hot issues, customer risks, product updates, and infrastructure changes to customers and executive stakeholders • Represent the Disclosure Management Pillar in cross-functional leadership discussions

🎯 Requirements

• Bachelor's Degree in Business, Finance or Computer Science or relevant work experience • 8+ years in customer service or technical support management, ideally in financial environments • Proficient with Salesforce or similar ticketing systems • Hands-on experience with AI tools and implementing AI in support operations • Strong client-facing communication and interpersonal skills • Excellent problem-solving, critical thinking, and attention to detail • Proven ability to lead, mentor, and develop high-performing teams • Adaptable, organized, and effective in fast-paced, dynamic settings • Deep commitment to customer service excellence and empathetic client support • Required to work in U.S. shifts or as defined by assigned requirements • Willingness to be on-call on holidays or weekends or as required by the business • Familiarity with ERP systems like NetSuite, Oracle, SAP • Strong knowledge of databases (Postgres, SQL, Oracle) • Experience with cloud-based solutions and infrastructure • Knowledge of ITIL processes and best practices • Background check required for employment where permitted by country, state/province

🏖️ Benefits

• Additional bonus eligibility may apply • 24/7 support coverage structure • Equal employment opportunity workplace • Confidential handling of applicant information according to EEO guidelines

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume