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Salary: CAD 75,000 - 100,000 / annual
Cardata is a software company transforming how businesses manage vehicle reimbursement with smart, automated solutions. We're seeking a Manager, Customer Support to lead our customer-facing Support team and drive improvements in service quality, team performance, and operational efficiency.
You will oversee daily Support operations, establish clear performance expectations, and use data to improve service levels, workforce capacity, and customer satisfaction. You'll identify opportunities to streamline processes, introduce automation, and build a scalable Support function. This role reports to the Chief Customer Officer.
Key responsibilities include:
- 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
The role is fully remote and based in Canada, offering flexible working hours, mentorship and development opportunities, extended medical and dental benefits, healthcare spending account, $3,000 annual Health and Wellness Spending Account, employee assistance program, and unlimited time off.
REQUIREMENTS:
- 5+ years of experience in Customer Support, Customer Service, Contact Center, or 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
- Experience with Zendesk or similar Support platforms
- Experience with AI-powered Support tools, automation, self-service, or quality assurance programs
- Experience leading remote or distributed Support teams
- Experience in SaaS, technology, fintech, or related industry
