Manager, Customer Support at MAINTAINX INC

Toronto, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

04 Feb, 26

Salary

0.0

Posted On

06 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Leadership, Coaching, Communication, Data-Driven, KPI Analysis, Help Desk Systems, CRM Tools, Knowledge Base Management, Organizational Skills, Empathy, Process Optimization, Team Development, Escalation Management, Continuous Improvement

Industry

Software Development

Description

MaintainX is the world's leading Asset and Work Intelligence platform for industrial and frontline environments. We are a modern IoT-enabled cloud-based tool for reliability, safety, and operations on physical equipment and facilities. MaintainX powers operational excellence for 12,000 businesses including Duracell, Univar Solutions Inc., Titan America, McDonald's, Brenntag, Cintas, Xylem, and Shell. We recently completed a $150 million Series D funding round, bringing our total funding to $254 million and valuing the company at $2.5 billion. We are looking for a Customer Support Manager to lead and develop our growing Customer Support team globally. You will be responsible for driving operational excellence in our support function, ensuring world-class customer experiences, and enabling your team to thrive in a high-growth, fast-paced environment. What you’ll do: Lead, coach, and mentor a team of Customer Support Representatives to deliver high-quality, efficient, and empathetic support. Define and track KPIs for support performance, ensuring quick response and resolution times, and high customer satisfaction. Partner with Product, Sales, and Customer Success teams to escalate feedback, prioritize feature requests, and advocate for customers. Implement and optimize processes, tools, and workflows to improve team efficiency and the customer journey. Manage workforce planning, scheduling, and training to support a 24/7, global customer base. Provide hands-on support for escalated customer issues and drive continuous improvement initiatives across the support organization. About you: 5+ years of experience managing customer support or success teams, preferably in SaaS. Proven track record of building, scaling, and developing high-performing teams. Strong leadership, coaching, and communication skills with a customer-first mindset. Data-driven with experience defining and analyzing support KPIs. Highly organized with the ability to prioritize, delegate, and thrive in a fast-paced environment. Familiarity with help desk systems, CRM tools, and knowledge base management like Zendesk, Intercom, Notion etc. What’s in it for you: Competitive salary and meaningful equity opportunities. Healthcare, dental, and vision coverage. 401(k) / RRSP enrollment program. Take what you need PTO. A Work Culture where: You’ll work alongside folks across the globe that reflect the MaintainX values, Smart Humble Optimist. We believe in meritocracy, where ideas and effort are publicly celebrated. About us: Our mission is to make the life of blue-collar workers easier worldwide by creating software that meets their needs and realities. Our product is truly life-changing for 80% of the workforce that doesn’t work behind a desk and needs enterprise-grade software at their fingertips. MaintainX is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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Responsibilities

Lead and develop the Customer Support team to ensure high-quality support and customer satisfaction. Implement processes and tools to improve team efficiency and manage escalated customer issues.