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Manager, Customer Support

Gestionnaire, support client

Remote (EST timezone) • Remote • Full-time • Req ID: GDBI-2V4X6S0U

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Manager, Customer Support

Location: Remote (EST preferred) • Type: Full-time • Status: Open
About Global Data and BI Global Data and BI is hiring on a rolling basis for Data, BI & Analytics and ML/AI projects for large corporations. Beyond consulting services, we build production-ready business platforms and SaaS applications that leverage modern cloud technologies, data analytics, and AI capabilities. We deliver enterprise-grade solutions with certified engineers in AWS and Microsoft Azure / Power BI technologies. Our focus includes transformation projects in the financial industry, custom platform development, and our proprietary Noème suite of products. Our mission is to transform the corporate data journey from complexity to strategic clarity, ensuring data is not just collected, but leveraged to drive smarter decisions, stronger businesses, and lasting impact.

Summary

The Manager of Customer Support will lead and scale a high-impact team of technical and general support specialists who provide exceptional service to our enterprise clients and Noème product users. You will design the support strategy, define the operating model, and drive execution in close partnership with Customer Success, Professional Services, Product, and Engineering teams. You will shape the support experience end to end, ensuring it meets the complex technical needs of our data and analytics customers while maintaining high quality and efficiency standards.

You will champion the growth of customer support capabilities, including leading cross-functional initiatives that elevate both the support team experience and customer outcomes. The successful candidate will bring experience leading technical support teams, working with data on decision-making, and developing support specialists into a consistently high-performing, customer-focused organization.

What you'll do (roles & responsibilities)

  • Design and own the support strategy including vision, roadmap, and operating model for technical and general support across Global Data and BI's client base and product users
  • Lead and develop a support team of 5-15 technical and general support specialists, ensuring clear accountability, effective communication, and strong engagement
  • Manage technical and non-technical resources ensuring consistent attainment of SLAs and KPIs for response times, resolution times, customer satisfaction, and first-contact resolution
  • Define and refine quarterly and annual targets partnering with Customer Success, Professional Services, Product, and Engineering leadership to drive sustained performance and continuous improvement
  • Develop enterprise support capabilities including processes and policies for premium support tiers, priority escalations, and white-glove service for strategic accounts
  • Establish support operations rhythm ensuring consistency in information sharing, forecasting, performance tracking, and reporting to leadership
  • Build support documentation and knowledge base creating self-service resources, troubleshooting guides, and best practices for common technical issues
  • Represent the Voice of the Customer influencing Product and Engineering roadmap by surfacing patterns in support requests, feature gaps, and usability issues
  • Drive cross-functional programs that solve customer and support team challenges, from discovery through execution and measurement
  • Provide oversight of major incidents ensuring high-quality communication and follow-through with customers and internal stakeholders during critical issues
  • Handle escalations acting as senior point of contact for complex customer issues, complaints, and technical challenges that require leadership involvement
  • Develop support team skills through training, coaching, mentorship, and career development programs
  • Implement support tools and technologies including ticketing systems, knowledge bases, AI-powered chatbots, and customer communication platforms
  • Analyze support metrics and trends using data to identify improvement opportunities, optimize processes, and inform strategic decisions
  • Collaborate with Customer Success to ensure seamless handoffs between support and account management for ongoing client relationships
  • Partner with Professional Services to escalate complex technical issues and ensure alignment on client implementations
  • Work with Product and Engineering to report bugs, request features, and improve product quality based on customer feedback
  • Manage support budget including staffing, tools, training, and operational expenses
  • Hire and onboard support specialists building a diverse, skilled team with technical depth in data platforms, BI tools, and cloud technologies
  • Foster support team culture emphasizing customer empathy, technical excellence, collaboration, and continuous learning

What you should have (Must-Haves)

  • Bachelor's degree in Computer Science, Information Systems, Business, or related field
  • 5-7 years of progressive experience in customer support or technical support, with at least 2-3 years in leadership roles
  • Proven track record building, scaling, and leading technical support teams including both individual contributors and team leads
  • Experience supporting enterprise B2B customers with complex technical products or services
  • Strong technical background with ability to understand and troubleshoot data platforms, cloud infrastructure, BI tools, and analytics solutions
  • Data-driven decision making - demonstrated ability to use metrics, analytics, and insights to shape strategy and drive improvements
  • Experience designing support processes spanning from self-service (Tier 0) to escalated technical support (Tier 2/3)
  • Strong leadership and people management skills including coaching, performance management, and team development
  • Excellent communication skills with ability to influence technical and non-technical stakeholders at all levels
  • Customer-centric mindset with passion for delivering exceptional experiences that improve customer satisfaction and retention
  • Strong analytical and problem-solving skills with experience debugging technical issues and identifying root causes
  • Ability to manage complex initiatives independently while delegating and empowering team members
  • Experience with support tools including ticketing systems (Zendesk, Freshdesk, Salesforce Service Cloud), knowledge bases, and customer communication platforms
  • Understanding of SLAs and KPIs for enterprise support including response time, resolution time, CSAT, NPS, and first-contact resolution

Nice-to-Haves

  • Experience with data and analytics products including data platforms, BI tools (Power BI, Tableau, Looker), or analytics SaaS products
  • Technical knowledge of cloud platforms (AWS, Azure) and infrastructure troubleshooting
  • Understanding of data engineering concepts including data pipelines, ETL/ELT, data warehouses, and data quality
  • Familiarity with SQL and ability to query databases for troubleshooting
  • Knowledge of APIs including REST APIs, authentication (OAuth, SAML, SCIM), and integration troubleshooting
  • Experience with AI-powered support tools and chatbots for automation and self-service
  • Background in consulting or professional services organizations supporting client delivery
  • Understanding of compliance and security frameworks (SOC 2, GDPR, HIPAA) for enterprise data platforms
  • Experience with SaaS product support in high-growth technology companies
  • Scripting or programming knowledge (Python, JavaScript, SQL) for technical troubleshooting
  • Knowledge of Linux/Unix systems and command-line troubleshooting
  • Experience with monitoring and observability tools (DataDog, New Relic, Grafana)
  • Understanding of financial services or regulated industries and their support requirements
  • Experience launching support in new markets or for new products
  • Background with remote-first support teams and distributed team management
  • Certifications in ITIL, HDI, or customer service frameworks
  • Bilingual proficiency in English and French (essential for supporting Quebec clients and bilingual support team)

Work details

  • Location: Remote (EST timezone preferred for coverage of North American business hours)
  • Reporting relationship: You will report to the VP of Customer Success, Director of Customer Experience, or Chief Customer Officer

Compensation

Competitive management salary package adjusted to your local market and country of residence. Compensation is location-based and reflects regional market standards. We benchmark against leading technology companies in your country to ensure competitive, fair pay for customer support managers with technical expertise in data and analytics.

Our commitment to diversity, equity, and inclusion We're committed to employment equity and encourage women, Indigenous Peoples, persons with disabilities, veterans and persons of all races, ethnicities, religions, abilities, sexual orientations, and gender identities and expressions to apply. We also welcome applications from Latin America countries, as the position is remote.

What happens after you apply

Timeline: We aim to complete our process within 2-3 weeks of application.

Step 1
Apply Submit your application. If you applied before and were not successful, you are welcome to apply again.
Step 2
Initial call (1 hour) If pre-selected, we schedule an initial conversation.
Step 3
Leadership interview (1h30) If shortlisted, covering support strategy, team management, and customer experience philosophy.
Step 4
Technical discussion (1h30) Deep dive on support operations, metrics, and technical troubleshooting approach.
Step 5
Panel interview (1h30) Meet with Customer Success, Product, and Engineering leadership.
Step 6
Hiring decision If selected, we send an offer and next steps, otherwise we inform you by email.
If you don't hear back from us after application or any interview stage, it means we do not pursue your application.
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