Manager, Customer Support

Manager, Customer Support

As a Manager, Customer Support you will lead a high-performing team responsible for delivering end-to-end customer support for FCT's technology platforms and business process outsourcing services. You will oversee day-to-day support operations across multiple channels, ensuring timely resolution of incidents, requests, and inquiries, while driving service excellence through effective incident, problem, and change management practices. In this role, you will combine strong people leadership with operational oversight, coaching and developing the team while optimizing processes, tools, and outcomes. You will act as a key escalation point for complex and high-impact issues, coordinating cross-functional responses and ensuring clear, consistent communication with clients and internal stakeholders. You will join a collaborative, fast-paced Customer Support team that plays a critical role in maintaining customer satisfaction, supporting internal and external stakeholders, and enhancing the overall customer experience. Success in this role requires strong leadership, sound judgment, and the ability to balance customer needs with operational priorities in a dynamic, fast paced, technology-driven environment.

Here's how you'll contribute:

• Lead and oversee day-to-day customer support operations across multiple channels (phone, email, chat, ticketing), ensuring timely and high-quality resolution of incidents, requests, and inquiries.
• Manage, coach, and develop a high-performing support team, including performance management, capacity planning, knowledge expansion, and continuous skill development.
• Drive service excellence through effective Incident, Problem, Change, and Major Incident Management practices.
• Act as an escalation point for complex or high-impact issues, coordinating cross-functional teams to ensure timely resolution and clear communication.
• Monitor and report on service performance (SLAs, KPIs, trends), identifying opportunities for continuous improvement in processes and tools.
• Oversee customer communications, including incident updates, release notes, and mass notifications, ensuring clarity and consistency.
• Collaborate with Product, Technology, and Operations teams to enhance platform stability, improve user experience, and support operational initiatives.

Here's what you'll bring:

• Proven experience leading customer support or service operations teams in a technology-driven or financial services environment
• Strong knowledge of service management practices (Incident, Problem, Change Management) and high-volume support operations.
• Exceptional leadership, communication, and stakeholder management skills, with the ability to influence and drive outcomes.
• Analytical and problem-solving mindset, with experience using metrics and reporting to improve performance.
• Ability to thrive in a fast-paced, high-pressure environment, managing competing priorities and complex customer needs.

Total Direct Compensation:

91,812 - 112,209

Any pay range is in $CAD. The stated pay range reflects the total expected compensation for this role (e.g., base pay plus any expected incentives or allowances, where applicable)

Here's what sets us apart:

• Comprehensive benefits that include Employee and Family Assistance Program (EFAP) and Wellness Essentials
• Group retirement savings plan with company match
• Paid holidays and generous paid time off
• Hybrid work arrangements
• Paid volunteer opportunities and charitable donation matching
• Employee recognition programs that include referral incentives
• Potential for performance-based incentives
• The opportunity to participate in our stock purchase plan
• And more!

The Great Place to Work® Institute has named FCT one of Canada's Top 50 Best Workplaces, Best Workplaces in Canada for Financial Services & Insurance, Best Workplaces in Canada for Women, Best Workplaces in Canada for Inclusion and Best Workplaces in Canada for Mental Wellness. We're also one of Achievers 50 Most Engaged Workplaces™ in North America.

By joining us, you will not only be part of an award-winning organization, you will be part of a workforce that is engaged and empowered to succeed.

Thank you for considering FCT. We look forward to meeting you.

In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, a request for accommodation will be accepted as part of FCT's hiring process.

To avoid any delays in the recruitment process, if you require accommodation to apply, please provide your accommodation needs in advance. You may also be required to submit adequate medical/other documentation to Human Resources to support your request for accommodation.

FCT is an equal opportunity employer and is committed to an active nondiscrimination program. All recruitment, hiring, placements, transfers, promotions, training, compensation, benefits, discipline, and other terms and conditions of employment will be on the basis of the qualifications of the individual regardless of race, colour, place of origin, ethnic origin, citizenship, handicap (including mental and physical disability), sex, sexual orientation, gender identity and expression, creed (religion), marital status, family status (being in a parent/child relationship), age, or any other basis prohibited by the applicable provincial or federal human rights legislation.