Customer Support Manager

Job not on LinkedIn

🔥 18 hours 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

💼 Consulting

🏥 Healthcare

Construction • Consulting • Healthcare

Jonas Software is a prominent acquirer of vertical market software companies, with a rich history of over 20 years. The company focuses on mission-critical software solutions across various industries, aiming to provide business tools and a network for growth. Jonas Software operates under a decentralized structure, allowing acquired companies to maintain their autonomy while tapping into Jonas's extensive experience and best practices. They adhere to a 'buy & hold forever' strategy, ensuring long-term stability and a permanent home for acquired businesses. With more than 130 successful acquisitions under its belt and being part of Constellation Software, Jonas Software emphasizes preserving the legacy and culture of the companies it acquires, fostering a culture of sharing and leveraging expertise in vertical market software.

📋 Description

• Lead BEC's Support team and own the client experience from request intake through resolution • Personally handle Tier 1 and Tier 2 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 • Escalate complex or sensitive client situations involving firm administrators, IT directors, and managing partners • Communicate with clients 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, and implement a support system of record, including team training and change management • Build operational reporting on volume, backlog, ticket ageing, response and resolution times, defects, and client/product trends • Own Online Help and internal documentation processes, using AI to accelerate authoring and maintenance • Drive AI adoption for response drafting, ticket triage, thread summaries, and knowledge-gap discovery; audit output for accuracy and tone • 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 outreach to improve retention • Own a quarterly continuous-improvement initiative with measurable outcomes

🎯 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 work in a data-driven, metrics-oriented environment and build metrics where needed • Excellent written and verbal communication skills, strong listening skills, and 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 • Remote work arrangement • Periodic visits to the Cincinnati office, occasional client sites, and industry conferences (estimated 5–10% travel)