Organisations don't innovate, people do.

As part of our digital transformation business, you’ll help clients unlock innovation, embrace the future and change communities for good.

And we’ll help you stimulate new thinking, accelerate your career and connect you to projects that really matter.

Join our team of over 600 data scientists, design thinkers, immersive digital consultants, project managers and innovators, all working to create positive change for generations to come.

Who are we looking for?

We are looking for a Customer Support Manager in Waterloo or GTA offices. The Customer Support Manager leads the day-to-day operations of the support team, overseeing both Tier 1 (product admin) support and Tier 2 (application-level) support. This role is accountable for delivering responsive, high-quality customer service while ensuring consistent and timely resolution of issues.

They coach and develop team members, foster a customer-first mindset, and ensure operational excellence through reporting on key support metrics such as SLA adherence, ticket response times, and CSAT. The Support Manager also identifies ticket trends and emerging issues, providing visibility and insights to cross-functional teams to improve products and processes. They are Dependable, Resourceful and Respectful when speaking with customers, their team members and internal stakeholders. They are innovative, own the process and systems to become more self-serve.

The Support Manager is also key driver of incident detection and response, and is accountable to ensure communication around incidents is timely, accurate, and effective.

Be part of the dynamic culture! Our workplace thrives on a hybrid model, combining in-office collaboration and flexibility. Join us in office, 3 days a week to contribute, connect and excel in our vibrant environment.

Candidates must demonstrate and live by the core values of our PnP team: Dependable, Resourceful, Respectful

Responsibilities:

Operations Management & Customer Support Delivery:

• Manage the day-to-day operations of Tier 1 and Tier 2 support teams, ensuring consistent, high-quality responses to customer inquiries and issues
• Schedule and prioritize team workload to ensure coverage during our hours of operation, and ability to meet service level agreements (SLAs) and customer expectations
• Plan for and communicate any changes to the normal hours of operation (holiday closures)
• Ensure SLAs are met, along with customer needs and expectations
• Communicate with cross-functional teams to facilitate the resolution of technical or customer-impacting issues
• Serve as the escalation point for complex or sensitive support issues, guiding resolution and communication strategy

Faults Diagnosis & Correction:

• Early detection and escalation of incidents impacting multiple customers
• Lead the internal response to incidents, ensuring they are resolved quickly and effectively
• Ensure clear, appropriate, and timely communication to internal and external stakeholders during incidents
• Drive post-incident reviews to ensure root cause analysis is completed and an incident report is prepared and shared with internal stakeholders and (where applicable) external stakeholders
• Maintain readiness for incident response by ensuring the team is trained and escalation protocols are well understood

Team Leadership & Performance Management:

• Deliver structured onboarding plans for new agents, ensuring they gain product knowledge, proficiency with our support tools, and familiarity with team processes
• Create and maintain onboarding resources such as checklists, learning guides, and documentation
• Provide daily coaching and just-in-time feedback to support agents
• Conduct regular one-on-ones and performance check-ins with team members
• Host regular team meetings to align on goals, share updates, and reinforce best practices
• Celebrate achievements, recognize great work, and develop team morale and engagement
• Monitor and report on support metrics (e.g., response times, resolution times, routine updates, backlog, CSAT) to track team performance

Operational Reporting & Insights:

• Monitor key metrics and provide action plans to stay on track
• Prepare and share monthly reports summarizing team performance and customer support trends
• Analyse support data to identify patterns, bottlenecks, and emerging customer pain points
• Identify trends and emerging issues in customer tickets and escalate insights to Product, Development, and Customer Success as needed.
• Conduct root cause analysis for recurring or high-impact issues and work with cross-functional teams to implement preventive solutions

Process Improvement:

• Implementing tools and resources to enhance service quality
• Identify opportunities to improve workflows, tools, and support documentation to drive efficiency, scalability, and customer satisfaction
• Lead initiatives to reduce ticket volume through better self-service and proactive support
• Implement and refine support policies and procedures to ensure consistency and scalability

Education:

• Bachelor's Degree or Equivalent Level

Experience General Experience:

• 3-5 years experience as Support Manager in a SaaS/technology company
• 5-10 years experience in customer support roles
• Experience with Zendesk, phone systems and HubSpot CRM
• Experience implementing self-serve and AI automation tools
• Experience managing a team of 10+ customer support professionals in Canada and Philippines

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As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. GHD is an equal opportunity employer. Upon request, GHD will provide reasonable accommodation for applicants with disabilities throughout the recruitment and selection process.