Senior Manager, Support Operations

ComPsych

Senior Manager responsible for building Support Operations from scratch for ComPsych. Leading customer support initiatives for GuidanceResources and AbsenceResources platforms.

Posted 6/12/2026full-timeRemote • 🇨🇦 CanadaSenior💰 CA$150,000 per yearWebsite

About the role

Key responsibilities & impact

Hire, onboard, and develop a team of Tier 1 and Tier 2 Support Operations Agents and a Support Operations Administrator.
Establish clear roles, performance expectations, and career development plans for team members.
Foster a culture of accountability, customer focus, and effective communication.
Own all outage communications, including internal alerts, client notifications, status updates, and resolution messaging.
Maintain communication templates for status pages, phone announcements, Teams alerts, and client communications.
Oversee client support across portal, email, and phone channels.
Implement and manage a tiered support model, including escalation management and support for key clients.
Lead the selection, implementation, and administration of the customer support platform.
Define and track key support metrics, including SLA performance, CSAT, first-contact resolution, and escalation rates.

Requirements

What you’ll need

5+ years of relevant experience in customer support, account management, support operations, or a related operational leadership role
3+ years of people management experience, including hiring, onboarding, and performance management
Demonstrated experience building or standing up a new team, function, or operational capability from scratch
Strong track record of owning outage or incident communications in a customer-facing environment
Experience implementing and managing a customer support platform (Zendesk, Freshdesk, or equivalent)
High accountability orientation — owns outcomes independently and consistently follows through on commitments
Strong written and verbal communication skills, with the ability to present data-driven insights to senior leadership
Ability to manage multiple priorities independently in a dynamic work environment
High attention to detail and a commitment to data accuracy and reliability
Bachelor’s degree in related field, preferred

Benefits

Comp & perks

Full benefits package, including Paid Time Off (PTO)
medical
dental
vision
401(k) with match
robust EAP
wellness program
and much more

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportaccount managementsupport operationsperformance managementteam buildingincident communicationsSLA performanceCSATfirst-contact resolutionescalation management

Soft Skills

accountabilitycommunicationdata-driven insightsattention to detailindependencemulti-priority managementcustomer focusleadershipperformance expectationscareer development