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Manager, Customer Support Operations (Remote - US/Canada) at Jobgether. Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.. One of our companies is currently looking for a . Manager, Customer Support Operations. in . Canada or the US. .. This is an exciting opportunity to lead the development of a scalable, high-performing customer support function for a growing SaaS product. As the Manager of Customer Support Operations, you’ll be responsible for building systems and teams that deliver exceptional support experiences to both free and paid users. From support tooling and workflows to team management and performance metrics, you'll set the standard for operational excellence. This is a fully remote role working across time zones, with a strong preference for candidates based in Eastern or Central Standard Time.. Accountabilities:. ·         Build and lead the support function, defining workflows, SLAs, and escalation paths. ·         Administer and optimize support platforms (e.g., Zendesk), including macros, triggers, and reporting. ·         Oversee support for multiple product types: desktop, mobile, and web-based services. ·         Partner with community teams to integrate and support volunteer contributors. ·         Develop a robust knowledge base and self-service tools, leveraging automation and AI where possible. ·         Define and track key support metrics (CSAT, ticket volume, response times, etc.). ·         Manage vendor relationships for any outsourced support partners. ·         Align with product and engineering teams to resolve technical issues and advocate for user needs. ·         7+ years in customer support roles, including at least 3 in management. ·         Hands-on experience administering customer support platforms (Zendesk preferred). ·         Proven success in building or scaling support operations in startup or growth-stage environments. ·         Experience with both technical product support and payment or billing inquiries. ·         Strong written and verbal communication skills, especially in remote and distributed teams. ·         Passion for user empowerment through documentation, automation, and community. ·         Experience in freemium, open-source, or consumer SaaS product environments. ·         Ability to build from the ground up with a collaborative, data-driven mindset. Company Location: United States.