Senior Product Support Manager Role (Toronto)

Overview

Lead the Customer Support and WFM teams at TouchBistro as the Senior Manager of Product Support. Deliver high‑impact solutions to improve customer experience while managing technical escalations.

As a Senior Product Support Manager, you will ensure operational excellence in our quick‑growing SaaS setting. With over 8 years in support leadership, you will leverage your expertise in metrics‑driven operations and high‑stakes escalation management. Collaborating across teams, your goal will be to use data to enhance customer interactions and team performance.

Key Responsibilities

• Own daily operations to maintain calm performance under pressure
• Lead cross‑functional collaborations to eliminate customer experience friction
• Drive fast resolutions for critical customer escalations
• Design QA frameworks to improve service delivery metrics
• Implement coaching strategies to enhance team performance