Manager Product Support Toronto

Lead Product Support at Float in downtown Toronto, using people leadership and AI-first operations to serve Canadian businesses. This hybrid role includes office days.As Manager, Product Support, you will lead Product Support Associates and Specialists while owning people management, support standards, and customer outcomes. You will shape strategy through data, quality programs, tooling, incident response, and cross-functional partnership. The role covers SaaS or fintech support operations, customer escalations, and roadmap insight.Key Responsibilities:
Hire, coach, review, and develop Product Support team membersSet strategy, standards, targets, and operating plansLead AI assistants, automation, tooling, and documentationCoordinate incident response and customer communicationsTranslate case data into product recommendationsRequirements:
Seven-plus years in technical support or digital customer serviceTwo-plus years managing people, ideally managers or team leadsExperience designing operating models and durable improvementsData-driven communication with senior leaders and partnersReadiness for downtown Toronto office attendance two-to-three days weeklyBring support leadership, systems thinking, and AI experience to Float’s customer-focused Product Support organization in Toronto.
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