Customer Support Manager

🕒 October 16

🇨🇦 Canada – Remote

💵 $75k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Cardata

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1999

📦 Logistics

💼 Consulting

🏥 Healthcare

Logistics • Consulting • Healthcare

Cardata is a software company that provides an end-to-end vehicle reimbursement platform for businesses whose employees use personal vehicles for work. Their SaaS products include GPS-based mileage tracking, automated, tax-compliant reimbursement programs (FAVR, TFCA, CPM), insurance verification and direct deposit payments, plus reporting and analytics to optimize costs and compliance. Cardata serves enterprise and SMB clients with B2B solutions integrated with expense systems like SAP Concur.

📋 Description

• Lead, coach, and develop the Customer Support team, establishing clear expectations, accountability, and performance standards • Own key Support metrics, including CSAT, response times, resolution times, ticket backlog, and quality • Manage workforce planning, scheduling, and queue capacity to ensure effective coverage and service levels • Oversee customer escalations, ensuring timely resolution, clear communication, and appropriate ownership • Identify operational inefficiencies and improve workflows, processes, and documentation to reduce manual work and recurring issues • Drive opportunities for AI, automation, and self-service to improve Support efficiency and customer experience • Establish consistent quality assurance, coaching, and onboarding practices to strengthen team performance • Partner with Customer Success, Product, Engineering, and Operations to address recurring customer issues and improve processes • Use operational data to identify trends, measure improvements, and inform staffing and business decisions • Report to the Chief Customer Officer

🎯 Requirements

• 5+ years of experience in Customer Support, Customer Service, Contact Center, or a similar customer-facing environment • 2+ years of people-management experience, including coaching, performance management, and team development • Proven ability to improve Support KPIs, service levels, and operational efficiency • Experience with workforce planning, scheduling, queue management, and capacity forecasting • Strong analytical skills and experience using data to drive operational decisions • Experience managing customer escalations and improving Support processes • Strong communication, problem-solving, and cross-functional collaboration skills • Ability to thrive in a fast-paced environment and bring structure to evolving processes • Nice to have: Experience managing a high-volume, multi-channel Support or Contact Center environment • Nice to have: Experience with Zendesk or similar Support platforms • Nice to have: Experience with AI-powered Support tools, automation, self-service, or quality assurance programs • Nice to have: Experience leading remote or distributed Support teams • Nice to have: Experience in SaaS, technology, fintech, or a related industry

🏖️ Benefits

• Remote work and flexible working hours • Mentorship and development opportunities • Extended medical & dental benefits • Healthcare spending account • $3,000 annual Health and Wellness Spending Account • Employee assistance program (EAP) • Flexible (Unlimited) Time Off

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