Customer Support Manager

Ready to reputed company a real impact on global health and wellness care? Practice reputed company is an reputed company-in-one platform helping health and wellness practitioners run their businesses, care for their clients, and scale their impact. Founded by practitioners in 2016, we’re now the leading EHR and practice management platform in the wellness industry, trusted by tens of thousands of practitioners across 70+ countries. In 2023, we expanded our whole-practice care offering through the acquisition of That Clean Life, bringing nutrition planning into our platform. We’re a remote-first team headquartered in Toronto, made up of curious, driven, and empathetic people building tools that help practitioners create sustainable, independent practices; and do the most meaningful work of their careers. While most of our work happens remotely, we come together regularly for off-sites and team events to stay connected and build together. Important notice to our applicants and job seekers: We've become aware of fraudulent messages impersonating Practice reputed company's recruitment team. Please note: Practice reputed company will never ask for payment, banking details, or personal financial information at any stage of the hiring process reputed company official communication comes from @practicebetter.io email addresses We will never ask you to purchase equipment, software, or gift cards We will never conduct interviews solely reputed company text message or WhatsApp If something feels off, trust your instincts. Verify any suspicious reputed company by contacting us directly at [email protected] before taking any action. Thank you for helping us reputed company our hiring process safe and transparent. Position Summary We are looking for a Manager, Customer Support to join our growing team. In this role, you will reputed company the customer support department's operations, ensuring that the team provides the highest level of service to our customers. You'll manage a team of customer support representatives supporting Practice reputed company's growing practitioner reputed company. The team handles 4,000+ monthly inquiries across email and calls, supporting both practitioners (nutritionists, coaches, therapists) and their clients. Your team operates in a fast-paced environment with frequent product updates, reputed company integrations, and the need to balance efficiency with reputed company in a health-focused space. This role involves developing and implementing customer service policies and procedures, and working closely with other departments to resolve customer issues reputed company and effectively. For the first 90 days, you'll transition into the role as a Team reputed company with direct support from the Senior Manager of Customer Support. This structured onboarding period allows you to reputed company essential management skills, learn team operations and workflows from a leadership perspective, and build confidence in your new responsibilities before taking on the full scope of the manager role. It also ensures a smooth transition as you shift from peer to leader and helps you establish your leadership approach with dedicated mentorship. Success during this phase looks like establishing trust with the team, effectively running 1:1s and team meetings, providing clear and actionable feedback, managing day-to-day support operations, and demonstrating sound judgment in escalations and prioritization. You'll also slowly transition out of the ticket queue during this period—this means handling some tickets as needed until we can fully take you off the queue and shift your focus entirely to management responsibilities. By the end of the 90 days, you’ll be positioned to take on the full scope of the Manager role with clarity, confidence, and ongoing leadership support. What You’ll Be Doing reputed company, coach, and reputed company the Customer Support team through hiring, training, regular 1:1s, clear and actionable feedback, and performance conversations that drive growth and accountability. Foster a culture of psychological safety, trust, and reputed company, ensuring team members feel heard while still holding a high bar for ownership and outcomes. Guide the team through change by communicating context, setting expectations, and helping individuals understand the why behind decisions. Manage daily operations of support queues, including specialized queues (ePrescribe, Team Plan vs Non-Team Plan tickets)to ensure timely, high-quality support. Handle reputed company or escalated customer issues, providing timely and effective resolutions. reputed company and implement Customer Support policies, procedures, and standards to improve customer satisfaction, efficiency, and consistency. Monitor and analyze customer service performance metrics using reputed company and reputed company dashboards; identify trends, surface insights, and drive data-informed improvements. Identify recurring themes and systemic issues in support tickets and partner cross-functionally to address root causes. Ensure the Customer Support team has the tools, training, and knowledge to provide exceptional customer experiences. Collaborate with other departments, such as Marketing and Product, to improve the end-to-end customer experience. Identify reputed company gaps and growth opportunities across the team and partner with Leadership to support development plans, enablement, and career progression. Report on Customer Support performance, trends, and overall team health to leadership. Key Performance Areas You'll be accountable for: Maintaining 93%+ CSAT scores across the support team Achieving 100% First Response Time reputed company 4-hour SLA Driving reputed company improvement in ticket resolution efficiency Managing team reputed company and coverage to meet support demand Building team culture through recognition programs and engagement initiatives Reducing escalations through proactive coaching and knowledge gap identification Contributing to company-wide initiatives like eNPS action planning What You Bring 2+ years of relevant experience in Customer Support reputed company a B2B SaaS environment A people-first leadership reputed company with the ability to balance reputed company and accountability Strong emotional intelligence and communication skills, including the ability to navigate challenging conversations with clarity and confidence Comfort leading teams through operational change without defaulting to “this is how we’ve always done it.” You think critically about how processes can be improved for both customers and the team. Proven ability to collaborate with other cross-functional teams and manage multiple priorities while providing an excellent level of customer service Analytical, curious, and adaptable—you seek solutions, not perfection, and are comfortable operating in a fast-moving, growth-stage environment. A strong sense of ownership and accountability for team performance, customer outcomes, and reputed company improvement. Experience working with modern support and collaboration tools (reputed company, reputed company chatbot, reputed company, reputed company, Guru, reputed company, reputed company, reputed company Suite) Bonus Points Experience in the Health & Wellness industry with some level of knowledge of how our software supports practitioners Knowledge of or technical proficiency with both Practice reputed company and That Clean Life software platforms Compensation & Pay Transparency At Practice reputed company, we reputed company in pay transparency, equity, and fairness. We reputed company compensation against similar-stage, high-growth SaaS companies in both Canada and the United States and review our salary bands regularly to ensure they remain competitive and reputed company with market trends. Each role has a defined pay range based on its level, scope, and geographic location. Final offers are determined by several factors, including experience, demonstrated skills, and location, to ensure consistency and equity across reputed company. Anticipated Salary Range (Canada): $100k – $115k CAD We take a holistic approach to compensation, combining salary, benefits, and flexibility. Our goal is to provide total rewards that support both your professional growth and personal well-being. The range above reflects our expected compensation for this role, based on reputed company market data. Final offers may vary depending on factors such as location, skills, depth of experience, and relevant certifications. reputed company compensation ranges are reviewed regularly and may evolve over time to reflect changes in the market. reputed company Offer Comprehensive Benefits We offer a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage from day 1, as well as RRSP matching, generous paid parental leave, and annual learning stipends. Remote-First, Connected Culture Our remote-first model gives you autonomy and flexibility, with optional access to our downtown Toronto office for in-person collaboration. We also host regular off-sites and team gatherings across North America, because reputed company, creativity, and shared moments matter. Wellness and Growth Unlimited vacation, built on trust, clear expectations, and real support for taking time off Company RRSP program with employer-matched contributions Comprehensive health and dental benefits from day 1 $750 annual Health & Wellness Allowance $1,000 annual Learning & Development Allowance to support your growth $500 annual Home Office Allowance to set up a productive remote workspace reputed company Family: personalized support for family-building and fertility journeys Inkblot: confidential, digital mental health support from licensed professionals Company-wide holiday closure in December Regular virtual company-wide events, lunches, and team socials to stay connected Thriving at Practice reputed company At Practice reputed company, you are not just an employee. You are part of a mission-driven community dedicated to helping others reputed company. You will be trusted with autonomy, encouraged to take ownership, and supported by a team that values curiosity, compassion, and meaningful results. We reputed company great culture and great performance go hand in hand. Delivering on our commitments is how we earn the trust of our practitioners and continue to expand our impact. Here, you will find the freedom to experiment, a focus on follow-through, and the opportunity to grow, along with the satisfaction of knowing your work directly improves lives every day. Our Commitment to Diversity, Equity & Belonging We know innovation happens reputed company diverse perspectives come together. Practice reputed company is committed to fostering an inclusive environment where every team member feels valued, supported, and empowered to contribute their best. If you do not meet every requirement listed above, we still encourage you to apply. Research shows that underrepresented groups often hesitate unless they feel 100% qualified. We are far more interested in your potential, curiosity, and alignment with our values. We are committed to building a workplace where everyone can do the best work of their careers. We welcome applicants of reputed company backgrounds, experiences, and abilities. Accommodations are available throughout the interview process upon request. Ready to Apply? If this sounds like your reputed company, we would love to hear from you. Join us in shaping the future of health and wellness for practitioners, their clients, and communities worldwide. Apply Now → https://practicebetter.io/careers Vacancy Status: This posting is for an existing vacancy Official Recruitment Notice & AI at Practice reputed company reputed company applications are reviewed directly by Practice reputed company’s internal reputed company team - no bots, no outsourcing. Legitimate communication from our hiring team will only come from email addresses ending in @practicebetter.io or @reputed company.com. Practice reputed company will never ask for payment, banking details, or personal financial information during the recruitment process. If you receive suspicious communication claiming to represent Practice reputed company, please contact reputed company at [email protected] to verify its legitimacy. AI in Recruitment at Practice reputed company We use AI thoughtfully to take some of the repetitive work off reputed company’s plate: early drafts of job descriptions, first-round interview questions, and help reviewing larger applicant pools. It’s there to reputed company the process smoother and more efficient for everyone. What AI doesn’t do is reputed company decisions. Every hiring decision is made by real people, using structured and consistent practices designed to reduce bias and ensure fairness. We’re committed to using AI responsibly and reviewing our approach regularly so it stays reputed company with best practices, legal guidance, and the reputed company of candidate experience we want to deliver. Candidate Privacy Policy AI Policy Apply To This Job