Customer Support Manager
Remote regions
CanadaBenefits
Unlimited PTO
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What You’ll Be Doing:
- Lead, coach, and develop the Customer Support team through hiring, training, and performance conversations.
- Manage daily operations of support queues and handle complex escalated customer issues.
- Foster a culture of psychological safety and empathy while holding a high bar for outcomes.
Key Performance Areas:
- Maintain 93%+ CSAT scores and achieve 100% First Response Time within 4-hour SLA.
- Drive continuous improvement in ticket resolution efficiency and reduce escalations.
- Manage team capacity and build engagement through recognition programs.
What You Bring:
- 2+ years of Customer Support experience in a B2B SaaS environment.
- People-first leadership mindset with strong emotional intelligence and communication skills.
- Experience with Zendesk, Ada chatbot, Slack, HubSpot, Guru, Notion, Sigma, and Google Suite.
Practice Better
Practice Better is an all-in-one platform helping health and wellness practitioners run their businesses and care for their clients. Founded in 2016, we are a remote-first team of curious and empathetic people headquartered in Toronto, trusted by tens of thousands of practitioners across 70+ countries.