Manager, Customer Support @Elation

Overview

The Manager, Customer Support will lead a high-performing team of Support Specialists and Support Engineers at Elation, a SaaS cloud-based clinical platform focused on enhancing physician and patient quality of life.

Key Responsibilities

• Lead a team of approximately 8–10 Support Specialists and Support Engineers, managing hiring, onboarding, development, performance management, and retention.
• Conduct weekly 1:1s focused on skill development, case quality review, and career growth.
• Manage the daily execution of case triage, routing, and escalation workflows for efficient resolution.
• Build and maintain the Support playbook, including documentation, troubleshooting guides, and AI-assisted workflow standards.
• Build dashboards, define KPIs, and make support performance visible and actionable.
• Collaborate with Engineering, Product, and Customer Operations teams to translate support insights into product improvements.
• Continuously identify inefficiencies in support workflows and drive improvements.

Requirements

• 5+ years in technical support, customer success operations, or technical account management with at least 2 years in a management role.
• Proven track record managing to SLAs in a technical support or customer operations environment.
• Experience with technical products (SaaS, B2B software, healthcare tech preferred).
• Data fluency: experience building dashboards and using metrics to drive operational improvements.
• Strong systems thinking and understanding of process optimization.
• Comfortable with ambiguity and excited to build operations for a new support model.

Benefits

Salary range: $110,000-140,000 CAD. Elation is dedicated to creating a diverse and inclusive work environment.

Location

Remote - Canada

How to Apply

To apply, please visit the company’s career page.