Senior Customer Support Manager

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Cordance

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2021

🤝 B2B

💳 Fintech

☁️ SaaS

B2B • Fintech • SaaS

Cordance is a young company with a long history, dedicated to partnering with founder-run businesses to provide financial and strategic support for their growth. Leverage their extensive operational expertise and resources, they focus on customized growth journeys for their partners, ensuring that quality, talent, and culture are preserved. Cordance aims to build long-term partnerships geared towards sustainable success.

📋 Description

• Carry direct responsibility for a portfolio of complex, high-priority, or escalated customer situations requiring senior-level ownership and coordination • Lead and develop a team of Customer Support Managers, Team Leads, and/or Support Specialists with accountability for performance, coaching, and operational consistency • Support customers across multiple SaaS products and environments, ensuring effective coordination and consistent service quality despite varying product complexity • Serve as the senior escalation point for executive-level customer issues, commercially sensitive situations, and cross-functional incidents • Draft, review, and guide high-impact customer communications during escalations, service disruptions, or critical account situations • Balance personal operational responsibilities with leadership responsibilities — ensuring neither customer ownership nor people leadership quality degrades under pressure • Coach managers and team members through complex customer interactions, escalation management, and stakeholder communication strategies using real-time operational examples • Partner with Product, Engineering, and Customer Success leadership to drive resolution plans, customer recovery efforts, and systemic operational improvements • Maintain visibility into team performance metrics, SLA adherence, escalation trends, and support quality while actively contributing operationally where needed • Help establish scalable operational processes, escalation frameworks, and communication standards across support teams and product lines • Lead root cause analysis efforts to identify recurring issues, process gaps, product defects, and opportunities for operational improvement. • Drive knowledge management strategy, including internal documentation, customer-facing knowledge bases, self-service adoption, and content governance. • Define and enforce ticketing standards, case management processes, documentation requirements, escalation procedures, and support workflow compliance.

🎯 Requirements

• 8+ years of experience in customer support or technical support in a B2B SaaS environment • Prior people management experience with direct reports in a support, customer success, or related customer-facing function — with formal accountability for individual performance and development • Proven ability to develop support talent — identifying capability gaps, designing development plans, and delivering feedback that produces measurable improvement in individual performance • Strong operational fluency — able to maintain visibility into a team's queue health, SLA performance, and quality trends without managing the day-to-day triage directly • Experience managing team performance across multiple levels of seniority — including both early-career and senior support specialists • Demonstrated track record of driving support quality improvement at the team level — through case review programs, coaching, process design, or quality framework development • History of cross-functional influence — representing the support team's needs and performance in conversations with CS, Product, Engineering, and Leadership with specificity and credibility • Experience with support tooling at both a practitioner and team management level - Zendesk, Salesforce, HubSpot, or TeamSupport — including data quality oversight and process compliance. • Exceptional communication skills — able to deliver difficult feedback, manage executive escalations, and represent the team to senior leadership with equal directness and care • Experience leading remote or distributed support teams.

🏖️ Benefits

• Comprehensive Health Coverage: Coverage begins on your first day of employment. • 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested. • RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested. • Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life. • 12 weeks paid leave for all employees. • Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely. • Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.