Sr. Manager, Customer Support (Hybrid - Toronto) or (Remote - US)

ClearGov is a rapidly growing SaaS company that creates software to help local governments plan, budget, and report better. They are seeking a Senior Manager, Customer Support to lead their technical support team, optimize ticketing workflows, and ensure clients receive timely solutions to complex software questions.

Responsibilities:

• Lead, mentor, and scale a high-performing technical support team, fostering a culture of accountability, continuous learning, and customer empathy
• Oversee daily support operations, managing ticket queues, escalations, and ensuring adherence to established SLAs and quality standards
• Administer and optimize our Zendesk instance, including triggers, automations, macros, and reporting dashboards to drive operational efficiency
• Act as the primary escalation point for complex technical issues, collaborating closely with Engineering and Product teams to diagnose, track, and resolve software bugs
• Analyze support metrics and KPIs (including but not limited to TTR, FTR, Deflection Rate, CSAT) to identify trends, pinpointing product friction points or training gaps to improve the overall customer experience
• Develop and maintain internal documentation, knowledge base articles, and standard operating procedures for the technical support team
• AI-first mentality

Requirements:

• 5+ years of experience working in technical support, specifically within a B2B SaaS environment
• 3+ years of experience successfully managing, leading, or mentoring a technical support or customer-facing team
• Deep, hands-on experience using and administering Zendesk (ticketing, reporting, and workflows) or similar tools
• Experience managing leaders & individual contributors
• Strong troubleshooting and analytical skills, with the ability to translate complex technical jargon into clear, actionable steps for non-technical users
• Experience implementing AI tooling & automation throughout a Support organization
• Experience working within a financial technology (FinTech) SaaS company OR a post-secondary degree/background in Finance or Accounting