Support Manager (Canada )

About the Role

We’re hiring experienced, people-focused Support Managers to lead teams of Merchant Support Specialists - the frontline experts empowering entrepreneurs worldwide. As a Support Manager, you’ll coach your team to deliver industry-leading service via chat, phone, and email, using data, AI-powered tools, and proven processes to drive performance and impact. You'll set and uphold clear standards, champion innovation, and foster a culture where every Specialist thrives. Your leadership will be key in translating metrics to action, practicing extreme ownership, and ensuring Specialists are focused on what matters most: merchant success.

Key Responsibilities

• Lead, coach, and mentor a high-performing team of Merchant Support Specialists, focusing on their delivery of exceptional service for merchants.
• Use AI-powered tools, data, and established playbooks to monitor, assess, document and improve Specialist and team performance; de...