Manager, Customer Support

Elation Health
Canada
Workplace: RemoteFull timeCAD 110,000 - 140,000 annuallyFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Systems thinking","Coaching","Root cause analysis","Cross-functional collaboration","Comfortable with ambiguity"]

Lead a technically oriented support team of Support Specialists and Support Engineers, owning SLA commitments, case quality, and retention. Run daily triage, routing, and escalation workflows while treating support as a product—using data, experiments, and QA for AI-assisted resolution. Build dashboards and KPIs, translate patterns into prioritized feedback for Product and Engineering, and improve support tooling, playbooks, and automation to increase operational leverage.

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FursaFursa
Elation Health
Elation Health
1 day ago

Manager, Customer Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Lead a technically oriented support team of Support Specialists and Support Engineers, owning SLA commitments, case quality, and retention. Run daily triage, routing, and escalation workflows while treating support as a product—using data, experiments, and QA for AI-assisted resolution. Build dashboards and KPIs, translate patterns into prioritized feedback for Product and Engineering, and improve support tooling, playbooks, and automation to increase operational leverage.
Location: Canada
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead a team of approximately 8–10 Support Specialists and Support Engineers, including hiring, onboarding, development, performance management, and retention.
  • •Own daily support operations—case triage, routing, escalation workflows, queue health monitoring, and SLA commitments.
  • •Design and run experiments to improve resolution speed, first-contact resolution rates, and customer satisfaction.
  • •Build and maintain support playbooks, documentation, troubleshooting guides, and AI-assisted workflow standards; own QA and audit quality for AI-assisted resolution.
  • •Drive data-driven insights by building KPIs and dashboards, running case reviews, translating case data into product/engineering feedback, and reporting on SLA trends and top case drivers.

Pay and Benefits

Salary: CAD 110,000 - 140,000 annually

Key Requirements

  • •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) requiring genuine technical troubleshooting.
  • •Data fluency: build dashboards, analyze trends, and use metrics to drive operational improvements.
  • •Experience coaching teams and improving support workflows through root-cause analysis and cross-functional collaboration.
Experience:5+ yearsSaaSB2B softwareHealthcare techRegulated industriesAI-assisted support workflows
Skills:Systems thinkingCoachingRoot cause analysisCross-functional collaborationComfortable with ambiguity
Languages:English
Tech Stack:DashboardsNotionLinearSalesforceIntercom

Company Brief

Elation Health
Builds electronic health record (EHR) and practice management software for primary care teams, focusing on clinician workflow, longitudinal patient records, telehealth, and care coordination to improve value-based primary care delivery.
Industry: HealthTech
Headquarters: San Francisco, United States
Founded: 2010
WebsiteLinkedIn