Global Client Support Manager – B2B SaaS

Job not on LinkedIn

🔥 2 minutes ago

🇨🇦 Canada – Remote

💵 $100k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📁 Client Services

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StoreForce

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2010

☁️ SaaS

🛒 Retail

🤝 B2B

💰 Private equity on 2023-04

SaaS • Retail • B2B

StoreForce is an all-in-one retail operations SaaS platform for specialty retailers that centralizes workforce management, KPI and performance management, retail execution, and employee engagement. It provides mobile and enterprise modules that give real-time visibility and enable retail executives, field managers, and store staff to communicate, execute strategies, optimize labor, and improve store performance.

📋 Description

• Lead the daily activities of the global helpdesk and ensure deliverables are met • Act as the internal voice of the customer and surface trends, bug patterns, and product feedback • Partner with Sales and Client Success to define support entitlements and coverage models • Contribute to the global support strategy roadmap, including AI/automation tooling, self-service deflection, and regional expansion planning • Ensure 24/7 global coverage models and SLA compliance across regions and customer segments • Train and develop the support team through performance management programs • Participate in Support Team recruitment • Manage tickets and escalated issues through resolution within expected timelines • Collaborate with cross-functional teams to troubleshoot and escalate client helpdesk issues • Maintain helpdesk statistics, reporting, and trend analysis • Maintain Zendesk and other support systems and research new features and tools • Maintain client support materials and lead client support training • Prepare weekly, monthly, and quarterly statistics for company reporting • Provide user support and guidance through client administrators • Identify trends using Zendesk data and provide product improvement feedback • Test resolved bugs and report bugs in Jira for development • Document tests and results and provide feedback to QA and Engineering • Maintain the StoreForce Demo environment with Client Services and Product teams

🎯 Requirements

• Proven track record of managing globally distributed support teams across multiple time zones • Experience developing and upskilling teams • Data-driven mindset with experience building and interpreting support analytics dashboards • Experience in retail support (operations or technology) • Experience administering or supporting helpdesk and ticketing systems • Effective written and verbal communication skills • Strong Excel skills • Zendesk experience an asset • Experience with AI-powered support tooling or self-service/deflection program design an asset • Familiarity with ITIL, HDI, or other support/service management frameworks an asset

🏖️ Benefits

• Remote work and flexibility in schedule • Employer-paid health benefits including dental and prescription drug coverage • Health Spending Account • RRSP matching with First Time Home Buyer support • Company-paid training and professional development • Extended Long Weekends and Religious Observance Days • Employee Referral Program • Spotlight Recognition Bonus Program • Dedicated Employee Assistance Program (EAP) • Accommodations available on request for candidates taking part in all aspects of the selection process