Global Client Support Manager – B2B SaaS

Job not on LinkedIn

🕒 June 11

🇨🇦 Canada – Remote

💵 $100k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📁 Client Services

👻 Ghost score 45%

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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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

• Report to the CCO • Lead the daily activities of the global helpdesk and ensure deliverables are met • Remove obstacles and provide direction and follow-up to the support team • Represent the customer internally by surfacing trends, bug patterns, and product feedback to Engineering and Product leadership • Partner with Sales and Client Success to define support entitlements and coverage models across customer tiers • 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 team through performance management programs • Participate in Support Team recruitment • Ensure helpdesk issues are actioned within expected timelines and escalated issues are resolved • Maintain ticket-management processes against SLAs • Collaborate cross-functionally to troubleshoot client 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 • Analyze Zendesk data and provide product-improvement feedback to Product and Engineering • Test resolved bugs and report bugs in Jira • Document tests, log 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 • Integrity, leadership, communication, service orientation, attention to detail, conceptual thinking, and problem-solving abilities

🏖️ Benefits

• Flexible schedule • Remote work • Employer-paid health benefits including dental, prescription drug coverage, and a 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)