Manager, Customer Support

Loopio Inc.

Job Overview

Location

Toronto, ON Hub

Job Type

Full-time

Full Job Description

📋 Description

• As Manager, Customer Support at Loopio Inc., you will lead and elevate the Customer Support and Technical Support teams to deliver exceptional, timely, and high-quality assistance that strengthens product confidence and enhances the overall customer experience across the customer journey.
• You will play a critical leadership role in overseeing support operations, driving operational excellence, and fostering cross-functional collaboration with Product, Engineering, Customer Success, and Services teams to improve product quality and customer satisfaction.
• Your day-to-day responsibilities will include managing and mentoring a team of Customer Support and Technical Support Specialists, ensuring role clarity, professional development, and performance alignment while cultivating a collaborative, feedback-driven culture focused on exceptional customer experiences.
• You will act as the primary escalation point for complex customer issues and technical challenges, supporting team members in developing strong troubleshooting, communication, and problem-solving skills to resolve customer challenges efficiently.
• You will own the execution and evolution of Loopio’s customer support strategy, maintaining strong performance across key metrics such as CSAT, response times, and resolution timelines, while ensuring consistent support experiences across customer segments and channels.
• You will identify opportunities to improve support workflows, documentation, and internal enablement, and oversee the triage of product issues in close coordination with Product and Engineering teams to establish clear prioritization and escalation pathways for bugs and technical challenges.
• You will drive strong feedback loops between Support, Product, and Engineering to ensure customer issues are clearly communicated and addressed, promoting transparency and clarity around issue status to maintain customer trust and internal confidence.
• You will monitor ticket volume, team capacity, and workload distribution to ensure efficient support operations, develop reporting frameworks and KPIs that measure support quality, efficiency, and customer satisfaction, and identify trends in customer issues to lead process, tooling, and collaboration improvements.
• You will implement operational improvements that enable the team to scale alongside Loopio’s growing customer base, champion the voice of the customer by surfacing product feedback and trends from support interactions, and contribute to the broader Services strategy by identifying opportunities to improve product confidence and reduce recurring issues.
• You will partner with Customer Success, Professional Services, and Education teams to strengthen alignment across the customer journey and help shape the long-term vision for how Support evolves to support Loopio’s continued growth.
• Loopio is a remote-first workplace with hubs in Toronto, ON, Vancouver, BC, London, UK, and select regions in India (Gujarat, Maharashtra, Bengaluru), offering flexible co-working spaces in Downtown Toronto and Vancouver for employees within a 300km radius of these hubs.
• You will collaborate virtually with global teams across the UK, India, and North America, supported by core sync hours and asynchronous collaboration practices to enable effective work as a #OneTeam.

🎯 Requirements

• 3+ years of experience in Customer Support, Technical Support, or Customer Experience, with prior experience providing support within a SaaS environment
• 2+ years of experience managing or leading customer-facing teams
• Strong experience managing complex customer issues and technical escalations
• Experience working cross-functionally with Product and Engineering teams
• Excellent communication skills and the ability to navigate complex customer situations with empathy and clarity
• Strong operational mindset with experience improving support processes and team efficiency
• A passion for coaching, developing teams, and building high-performing organizations

🏖️ Benefits

• Remote-first work model with flexible co-working space access in Downtown Toronto (12-minute walk from Union Station) and Vancouver for eligible employees
• Monthly phone and internet subsidy, work-from-home budget, and provision of a MacBook laptop to support remote work setup
• Comprehensive health and wellness benefits starting day one, including physical and mental well-being support
• Professional mastery allowance for learning and skill development, encouraging experimentation and innovative thinking
• Ongoing development support through regular 1-on-1s, feedback, and use of Lattice for performance conversations and growth planning
• Participation in townhalls, AMAs, quarterly celebrations, and Employee Resource Groups to foster connection and inclusion in a remote-first culture
• Opportunity to work at an award-winning, equitable, and inclusive workplace committed to diversity and belonging

Skills & Technologies

Remote

Degree Required

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Loopio Inc.

Visit Website

About Loopio Inc.

Loopio provides cloud-based RFP, RFx, and security questionnaire response software for enterprise sales, security, and proposal teams. Its platform centralizes content, automates workflows, and offers AI-driven suggestions to accelerate response creation, ensure consistency, and maintain compliance. Core features include a searchable knowledge library, collaboration tools, customizable templates, and analytics dashboards. Serving technology, financial services, and professional services firms, Loopio integrates with Salesforce, HubSpot, and Slack to embed response management into existing sales processes and reduce turnaround times.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.