Manager, Customer Support

Job Description

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we've been focused on building a delightful, world-class experience that empowers physicians to deliver phenomenal care to patients.

We're looking for a Manager, Customer Support to lead a high-performing team of Support Specialists and Support Engineers. This isn't traditional support management—you'll treat support as a product, using data to diagnose friction, design experiments to improve resolution speed and quality, and continuously optimize the system that delivers customer outcomes.

You'll be the operational leader for Elation's support experience, owning team performance, development, and the daily execution of SLA commitments. You'll partner closely with Engineering, Product, and Customer Operations to translate support insights into product improvements, and build the analytics infrastructure that makes support performance transparent and actionable.

If you think like a Product Manager, love operations, and want to build a technically oriented team that drives real impact, this is the role for you.

What You'll Do

Lead a High-Performing Team

• Manage approximately 8–10 Support Specialists and Support Engineers, owning hiring, onboarding, development, performance management, and retention
• Conduct weekly 1:1s focused on skill development, case quality review, and career growth
• Coach your team to critically evaluate AI-generated recommendations and deliver exceptional customer outcomes—quality over speed
• Hold your team accountable to SLA commitments, including time-to-resolution, backlog targets, and customer satisfaction scores

Own Support Operations & Processes

• Manage the daily execution of case triage, routing, and escalation workflows to ensure efficient resolution
• Monitor case queue health in real time and identify bottlenecks or quality issues before they impact customers
• Design and run experiments to improve case resolution speed, first-contact resolution rates, and customer satisfaction
• Build and maintain the Support playbook, including documentation, troubleshooting guides, and AI-assisted workflow standards
• Own the QA process for AI-assisted case resolution; audit quality regularly and coach to gaps

Drive Data-Driven Insights

• Treat metrics as your product: build dashboards, define KPIs, and make support performance visible and actionable
• Run weekly case reviews with your team to identify patterns, high-volume issue types, and systemic product gaps
• Translate case data into prioritized feedback for Product and Engineering teams
• Own monthly reporting on team performance, SLA trends, top case drivers, and escalation patterns
• Use data to forecast capacity needs, identify skill gaps, and recommend training investments

Partner Cross-Functionally

• Work closely with Engineering Managers to keep support context present in product decisions
• Collaborate with Customer Operations on service standards and cross-functional initiatives
• Surface urgent product issues and provide context for prioritization decisions
• Build feedback loops to ensure case-driving issues get resolved upstream

Improve Systems Continuously

• Proactively identify inefficiencies in support workflows, tooling, or documentation and drive improvements
• Recommend and implement automation that increases team leverage (e.g., AI response quality, case routing logic, knowledge base search)

What Success Looks Like

First 90 Days

• Build trust with your team through 1:1s, understanding strengths and challenges, and establishing clear expectations
• Master the case data: know the top case drivers, current SLA performance, and team capacity model
• Establish effective partnerships with Engineering Managers
• Identify and fix 1–2 quick-win process inefficiencies

First Year

• SLA performance: Your team consistently meets time-to-resolution targets and keeps backlog under control
• Case quality: AI-assisted case resolution accuracy at 95%+; zero critical escalations due to poor case handling
• Team development: At least one team member promoted or developing toward the next level; retention at 90%+
• Product impact: Your case data analysis drives 3+ roadmap prioritization decisions that reduce case volume
• Operational leverage: You've built analytics dashboards, improved documentation, and implemented at least one automation that increases team impact by 10%+

What We're Looking For

Required Experience

• 5+ years in technical support, customer success operations, or technical account management, with at least 2 years managing people
• Proven track record managing to SLAs in a technical support or customer operations environment
• Experience with technical products (SaaS, B2B software, healthcare tech preferred) where support requires genuine technical troubleshooting, not just scripted responses
• Data fluency: You've built dashboards, analyzed trends, and used metrics to drive operational improvements—not just reported them

Skills & Attributes

• Systems thinker: You see support as a process to optimize, not just a queue to clear; you've redesigned workflows or implemented tooling that improved efficiency
• Product management mindset: You understand root cause analysis and think about preventing issues upstream rather than just resolving them faster
• Technical credibility: You can learn product architecture, understand complex workflows, and coach support engineers on technical cases
• Coaching-oriented: You develop people through feedback, skill-building, and stretch opportunities—not just task assignment
• High standards with empathy: You hold your team accountable while supporting their growth
• Cross-functional collaboration: You've worked effectively with Engineering, Product, or Customer Success teams where success required partnership
• Comfortable with ambiguity: You're excited to build operations for a new support model without a perfect playbook on day one

Nice to Have

• Experience in healthcare, health tech, or regulated industries
• Exposure to AI-assisted support workflows or LLM-based tooling
• Prior experience as a technical support engineer or individual contributor before moving into management
• Familiarity with Notion, Linear, Salesforce, Intercom, or similar support/case management platforms

Salary range: $110,000-140,000 CAD

Elation welcomes individuals from all backgrounds and walks of life.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.