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

About the Opportunity We’re looking for a Senior Manager, Customer Support with a passion for learning, a kind heart, a positive attitude, and a great sense of humor to join our growing team. The Senior Manager, Customer Support will be responsible for leading our technical support team, optimizing our ticketing workflows, and ensuring our local government clients receive timely, accurate solutions to complex software questions. In this role, you will work regularly with our broader Customer Support team, Product Management, Engineering, and Customer Success teams to bridge the gap between customer feedback and product improvement. The Senior Manager, Customer Support, will be a key player on an incredible team as we execute our mission to help local governments and school districts take the next step from good to great. Key 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. Drive an AI‑first mentality. Critical Skills/Experience SaaS Experience: 5+ years of experience working in technical support, specifically within a B2B SaaS environment. Leadership: 3+ years of experience successfully managing, leading, or mentoring a technical support or customer‑facing team. Tooling Expertise: Deep, hands‑on experience using and administering Zendesk (ticketing, reporting, and workflows) or similar tools. Domain Knowledge (Preferred): Experience working within a financial technology (FinTech) SaaS company OR a post‑secondary degree/background in Finance or Accounting. Experience managing leaders & individual contributors. Technical Aptitude: 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. The Ideal ClearGov Candidate Self‑motivated, self‑starter with a zeal to win. Great communicator; strong oral and written skills. Ability to think creatively and innovatively. Hands‑on problem solver who enjoys cracking difficult nuts. Quick study – able to pick up and apply new concepts in a hurry. Track record of achievement. Enjoys working on and helping to build outstanding teams. Demonstrates an entrepreneurial spirit and gets stuff done. A sense of humor and don’t take themselves too seriously. Benefits Competitive Salary. Quality Medical, Dental, and Vision Insurance Plans. Short and Long Term Disability Insurance. Life Insurance. 401K Plan with Match. Flexible Personal Time Off Policy. Company‑Paid Holidays Observed. Annual Holiday “Dimming of the Lights” (aka: reduced work hours). Parental Leave. Employee Referral Bonus. Compensation In the spirit of transparency, we are excited to share the base salary for this position is $110,000 - $125,000 USD or $90,000 CAD - $110,000 CAD, and exclusive of fringe benefits or potential bonuses. If you are hired at ClearGov, your final base salary compensation will be determined by factors such as skills, interview performance, education and/or experience. In addition to those factors, we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary for the role. Hiring beyond the base range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package (more information on benefits listed below). Equal Opportunity Statement ClearGov is an equal opportunity employer committed to building a diverse, inclusive, and respectful workplace. We prohibit discrimination and harassment of any kind and make employment decisions without regard to race, color, ancestry, ethnicity, nationality or national origin, citizenship, sex, sexual orientation, gender identity or expression, religion or creed, age, disability, genetic information, pregnancy, childbirth or related medical conditions, marital or family status, veteran or military status, Indigenous status, record of offenses (where legally protected), or any other characteristic protected by applicable federal, state, provincial, or local laws in the United States and Canada. ClearGov is also committed to providing reasonable accommodations for applicants and employees with disabilities, in accordance with applicable U.S. and Canadian laws. If you require an accommodation during any part of the hiring process, please let us know. At ClearGov, we value diverse perspectives and believe they strengthen our ability to achieve our mission of helping local governments work better. #J-18808-Ljbffr ClearGov