Manager, Customer Support at Loopio

TAKE YOUR CAREER TO NEW HEIGHTS WITH LOOPIO! 🚀✨ Loopio is a workplace that unleashes learning and growth opportunities for our Loopers. We provide autonomous, challenging work that allows employees to master their craft. We attract and retain naturally curious people who have grit and are eager to grow and build their careers. Our culture is built on collaboration, curiosity, and continuous improvement. We care deeply about helping our customers succeed and empowering our teams to do their best work. As our Manager, Customer Support, you will play a critical leadership role in delivering exceptional customer support experiences and strengthening product confidence across the customer journey. This role is responsible for overseeing both our Customer Support and Technical Support functions, ensuring customers receive timely, high-quality assistance while continuously improving how we triage, escalate, and resolve issues. You’ll lead a high-performing team of Customer Support and Technical Support Specialists, helping customers resolve challenges quickly while partnering closely with Product, Engineering, Customer Success, and Services teams to improve product quality and the overall customer experience. This role combines people leadership, operational excellence, and cross-functional collaboration, and will continue to evolve as our support capabilities scale alongside Loopio’s growth. 💻 WHAT YOU’LL BE DOING - Team Leadership & Enablement - Manage and mentor a team of Customer Support and Technical Support Specialists, ensuring clarity of roles, professional development, and performance alignment - Create a collaborative, feedback-driven team culture focused on delivering exceptional customer experiences - Act as an escalation point for complex customer issues and technical challenges - Support team members in developing strong troubleshooting, communication, and problem-solving skills - Customer Support Excellence - Own the execution and evolution of Loopio’s customer support strategy to ensure fast, reliable, and high-quality issue resolution - Maintain strong performance across key support metrics including CSAT, response times, and resolution timelines - Ensure consistent support experiences across customer segments and support channels - Identify opportunities to improve support workflows, documentation, and internal enablement - Technical Issue Management - Oversee the triage of product issues, including coordination with Product and Engineering teams - Establish clear prioritization and escalation pathways for bugs and technical challenges impacting customers - Drive strong feedback loops between Support, Product, and Engineering to ensure customer issues are clearly communicated and addressed - Promote transparency and clarity around issue status to maintain customer trust and internal confidence - Operational Excellence - Monitor ticket volume, team capacity, and workload distribution to ensure efficient support operations - Develop reporting frameworks and KPIs that measure support quality, efficiency, and customer satisfaction - Identify trends in customer issues and lead initiatives that improve processes, tooling, and internal collaboration - Implement operational improvements that enable the team to scale alongside Loopio’s growing customer base - Strategic Impact & Continuous Improvement - Champion the voice of the customer by surfacing product feedback and trends identified through support interactions - Contribute to the broader Services strategy by identifying opportunities to improve product confidence and reduce recurring issues - Partner with Customer Success, Professional Services, and Education teams to strengthen alignment across the customer journey - Help shape the long-term vision for how Support evolves to support Loopio’s continued growth ✨ WHAT YOU’LL BRING TO THE TEAM - 3+ years of experience in Customer Support, Technical Support, or Customer Experience, with prior experience providing support within a SaaS environment - 2+ years of experience managing or leading customer-facing teams - Strong experience managing complex customer issues and technical escalations - Experience working cross-functionally with Product and Engineering teams - Excellent communication skills and the ability to navigate complex customer situations with empathy and clarity - Strong operational mindset with experience improving support processes and team efficiency - A passion for coaching, developing teams, and building high-performing organizations Where You’ll Work 📍 - Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We are HQ’d in Canada, with established hub regions around the world where we hire from. - Our employees (or Loopers, as we call ourselves!) live and work in 🇨🇦 Canada (British Columbia and Ontario), 🇬🇧 London, and 🇮🇳 India (specifically in Gujarat, Maharashtra, and Bengaluru). - The majority of our team is based in ON and BC, which means these employees live and work remotely within a 300km radius of Toronto (within Ontario) and Vancouver (Within BC).  - We offer flexible co-working locations available to Loopers in ON and BC. Those based in ON have the option of working out of our convenient co-working space located in the heart of Downtown Toronto and a 12-minute walk from Union Station. BC Loopers have the option to work centrally in Vancouver. It is whatever works best for you! - You’ll collaborate with your teams virtually across the UK, India, and North America (we’re just a Zoom call and Slack message away!) with core sync hours and focus time for headsdown work 🙇🏾 during the workday - We encourage asynchronous collaboration to effectively work as a global #OneTeam! Why You’ll ♥️ Working at Loopio - Your manager supports your development by providing ongoing feedback and regular 1-on-1s, we leverage Lattice [Upgrade to PRO to see link] for our 1:1s and performance conversations   - You will have the opportunity to elevate 🪄 your craft and the opportunity to explore your creativity, with a dedicated professional mastery allowance for more learning support! We encourage experimentation and innovative thinking to drive business impact. - We offer a wide range of health and wellness benefits [Upgrade to PRO to see link] to support your physical and mental well-being, starting day 1️⃣ with Loopio. - We’ll set you up to work remotely with a MacBook laptop 🍏, a monthly phone and internet subsidy, and a work-from-home budget to help get your home office all set up.   - You’ll be joining a supportive culture that has thoughtfully built out opportunities for connections in a remote first environment. - Participate in 🎤 townhalls, AMA (Ask-Me-Anything), and quarterly celebrations to celebrate the big wins and milestones as #oneteam! - Our four active Employee Resource Groups [Upgrade to PRO to see link] offer opportunities for employees to learn and connect year-round.  - You’ll be a part of an award-winning workplace 🏆with an opportunity to make a big impact on the business. Questioning your qualifications? Read this ‼️ Hi there, we recognize that all too often, potential candidates don’t apply for a position simply because they don’t hit every single criteria included in the job description [Upgrade to PRO to see link] members of underrepresented groups [Upgrade to PRO to see link]  Whether or not your experience ✅ checks off all the boxes on a job posting, we still encourage you to apply to ensure that your application receives a review from our team. We understand that a resume can only showcase so much during the applicant stage, so we've created prompts in the application for you to share more about yourself. If you've made a career transition (or a few!), you’re self taught in a new role, or you have skills/experience you’d like to highlight, we want to hear more about what you could bring to the table. AI in Recruitment 👩🏻‍💻 At Loopio, we leverage  artificial intelligence (AI) technology to enhance our recruitment process. These tools assist with tasks such as resume screening, drafting preliminary job descriptions, generating initial interview questions, transcription and occasionally sourcing prospective candidates. However, AI is never used to make final hiring decisions; our use of AI  serves to support repetitive and administrative tasks in order to streamline our hiring and recruitment workflows. We are committed to the responsible use of AI in our hiring practices, prioritizing both  an improved candidate experience and operational efficiency. Our standardized hiring practices remain focused on reducing biases, with all key hiring decisions  solely made by our team. We continuously review and refine our hiring practices to align with  industry best practices and evolving legal guidelines Loopio is an equal opportunity employer that is deeply committed to building equitable workplaces that are diverse and inclusive. We actively encourage candidates from all backgrounds and lifestyles to consider us as a future employer. Please contact a member of our Talent Experience team ([Upgrade to PRO to see contact]) should you require accommodations at any point during our virtual interview processes.