SUPPORT OPERATIONS MANAGER — SUPPORT EXCELLENCE & BUSINESS GROWTH

Location: Kingston, ON (In Person / Hybrid (minimum 3 days a week on site)
Salary: CA$90,000–CA$120,000
Reports to: Chief Operating Officer
Type: Full-time, Permanent

REQUIRED EXPERIENCE

• 8+ years in operations management with team leadership responsibility
• 5+ years managing support operations in a technology environment
• Strong experience of support desk operation processes and principles (knowledge of Zoho Desk, Zendesk, or HubSpot)
• Proven track record of scaling operations during high-growth periods
• Advanced analytics skills with experience in BI tools such as Tableau, Power BI, or similar
• Experience with AI implementation into a support environment is an advantage
• Experience with Notion is an advantage

1ST STAGE

If we feel there is a match with an applicant, we will move them forward to a 1st stage interview, where we will focus on our core values and the candidate’s alignment with them, whilst also assessing potential for future growth. In addition, it will be an opportunity to bring forward what they are looking for in an employer. This interview is an informal introductory conversation.
If there is a match at this stage, then the candidate will be moved to a second interview.

WHY THIS ROLE MATTERS

This position is a critical investment in operational excellence and growth. You will lead our support operations transformation and build scalable processes to support expansion as we expand our offerings. The role offers direct exposure to executive leadership and the opportunity to shape operational strategy and outcomes across the business.

YOUR IMPACT AND RESPONSIBILITIES

Strategic Leadership (25%)

• Partner with the executive team on operational strategy and business planning
• Lead cross-functional initiatives to optimize client experience and operational efficiency
• Develop and present quarterly business reviews to leadership
• Drive data-driven decision-making through advanced analytics and reporting
• Identify and execute process improvements with quantified business impact
• Identify KPIs that will unlock growth and service improvement

Operational Excellence (50%)

• Lead a 12-person support team (8 onshore, 4 offshore)
• Optimize support operations to achieve industry-leading SLAs
• Implement predictive analytics for capacity planning and resource optimization
• Own ticketing flow improvements end-to-end, from requirements through rollout and change adoption
• Implementation and delivery of KPIs

Team and Organizational Development (25%)

• Build comprehensive training and development programs for technical and soft skills
• Establish clear career progression frameworks and mentorship programs
• Lead hiring strategy including interview processes, onboarding, and retention initiatives
• Foster a high-performance culture aligned with values and growth objectives

What You Bring