SUPPORT MANAGER

currently has the position of Support Manager available, and we're excited to tell you about it
OVERVIEW is looking for an experienced and motivated Support Manager to manage a very small team of Account Managers and Technical Support Specialists. As a Support Manager, you'll be instrumental in ensuring we provide an exceptional customer experience across all support channels. Working closely with the Account Management, Customer Support and Product Development teams, you'll play a key role in addressing customer needs, improving team efficiency, and contributing to the ongoing success of by Wishpond Technologies
RESPONSIBILITIES
• Link support insights to product roadmap and revenue impact
• Prioritize fixes and improvements based on churn risk and customer value
• Design and optimize support processes and workflows
• Lead change management when adopting new tools and systems
• Drive NPS, CSAT, churn reduction with measurable accountability
• Escalate on behalf of customers with authority
• Spot upsell/renewal signals and feed them to Account Managers
• Track advanced metrics: First Contact Resolution, Customer Effort Score, escalation prevention, revenue saved
• Go deeper technically: APIs, integrations, webhooks, automation tools
• Scale support using AI chatbots, macros, and self-serve workflows
• Coach underperformers effectively
• Maintain emotional resilience in high-stress customer interactions
• Build succession and delegation systems so the team runs independently
• Demonstrated history of turning support into a growth driver, not just a cost center
• Lead, mentor, and manage a remote team of Account Managers and Technical Support Specialists to ensure high-quality customer interactions and timely issue resolution
• Identify trends in customer issues, optimize workflows, and work with Product and Development teams to address recurring technical challenges
• Oversee and update the knowledge base, ensuring that all content, articles, and videos are accurate, accessible, and aligned with customer needs
• Proactively identify and escalate risks and opportunities to the appropriate teams
• Collaborate with other departments to ensure that support policies align with broader company goals, contributing to product improvements and service enhancements
• Other duties as assigned
QUALIFICATIONS
• 3 years of experience in customer support within a SaaS company, with a proven track record of effective team leadership and support delivery
• Strong understanding of software applications and ability to quickly learn complex systems. Knowledge of CRM, marketing automation, landing pages, and email marketing platforms is a plus
• Strong analytical and troubleshooting abilities to handle escalated issues and develop creative solutions for customers
• Excellent communication skills, with the ability to provide clear, empathetic guidance to customers and constructive feedback to team members
• Detail-oriented, organized, and able to balance multiple tasks in a fast-paced, high-growth environment
• Deeply committed to customer satisfaction, capable of fostering a client-first culture within the team
• Eager to participate in ongoing education and training for both personal and team development
• Fluent in English (spoken and written); knowledge of an additional language is an asset WORK ENVIRONMENT
• Given the nature of this role, it is expected that the successful candidate will provide their own workstation, computer, headset, and have a fast and reliable internet connection. This position may be required to download and utilize company software
• Due to the nature of this role, we may verify backgrounds including conducting employment reference, criminal record and credit checks
• Once hired, the successful candidate must provide a valid government-issued photo ID as part of their onboarding process
• Ability to provide oversight during standard business hours based on the Pacific Time Zone
GREAT REASONS TO APPLY FOR THIS ROLE
• Fully remote position allowing you to work from your home anywhere in the world
• Exciting and dynamic environment with a great leadership team
• Comprehensive training program and regular performance reviews to facilitate your success
• Competitive compensation based on experience and proven abilities
• Great referral programs with incentives and bonuses
• Unbelievable product discounts when you use our products for your own business
• A global workforce of multi-cultural and talented colleagues
• A close-knit operation with amazing growth opportunities for your personal development
• A high-growth SaaS technology company publicly traded on the TSX Venture Exchange
• Corporate headquarters in beautiful Vancouver, British Columbia, Canada
ABOUT US Founded in 2009, Wishpond is a rapidly growing technology company providing digital marketing solutions targeted at small businesses. The cloud-based platform includes landing pages, social promotions, website pop-ups, online forms, and lead activity tracking. Wishpond has a dedicated team of professional project managers, designers, copywriters, and developers who provide marketing services tailored to our individual clients Wishpond serves over 3,000 customers in various industries and sizes, from startups to large Fortune 500 companies. Wishpond has a rapidly growing global headcount and continues to hire dedicated and qualified employees and contractors who have what it takes to scale a successful software company
To learn more about Wishpond Technologies, please visit our website or any of our social media platforms:

• Website:
• Instagram: @wishpondofficial
• Twitter: Wishpond
• Youtube: Thewishpond
• LinkedIn: Wishpond
APPLICATION PROCESS If you are interested in applying for this exciting opportunity, please provide an updated resume in English (PDF or Word formats only), quoting the position title in the subject line of your cover letter. Wishpond Technologies is an equal-opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture that does not discriminate on the basis of disability, status or any other basis protected under legislation We thank all applicants in advance for their interest in this position; however, due to the volume of applications we receive, we are unable to respond to phone, email, or agency inquiries
Internal Applications close on Monday, September 29, 2025, at 5:00 pm Pacific Time

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