Technical Support Manager, Financial Enterprise Application (customer-facing exp

Technical Support Manager, Financial Enterprise Application (customer-facing exp. req.)
Location: must reside in Canada
Salary: $90,000 - $150,000 CAD + Bonus Opportunity
Job Type: Full-Time | Remote
Typical Hours: Monday-Friday, ~40-45 hours per week
Start Date: ASAP
Sponsorship is not available

Technical Support Manager, Financial Enterprise Application (customer-facing) Description

Our client, an enterprise application provider in the fintech industry, is seeking a Customer Support Manager to join their remote team in Canada. In this role, youll lead a highly skilled support team responsible for empowering global clients to succeed with a finance and revenue operations application. Youll balance hands-on Tier 2 technical problem-solving with direct client interaction, ensuring customers not only get solutions but also feel supported and valued. This role is ideal for someone with a strong background in accounting/finance and enterprise software support who thrives at the intersection of technical troubleshooting and relationship management. Youll be a trusted advisor to clients, able to break down complex issues with clarity and empathy, while continuously improving the systems and workflows that scale client success. This is a career-building opportunity to step into leadership with a fast-growing company that prizes both innovation and client experience.

Technical Support Manager, Financial Enterprise Application (customer-facing) Responsibilities

Lead and mentor a technical support team, driving timely and accurate resolution of client issues
Act as a trusted escalation point, balancing technical depth with client-friendly communication
Oversee support operations including ticket triage, prioritization, and escalation workflows
Resolve issues and work with technical teams on complex bugs and data discrepancies
Define, track, and improve KPIs such as CSAT, response times, and resolution rates
Develop and maintain high-quality documentation and self-service resources
Foster a client-first culture, ensuring escalations are handled appropriately and with urgency
Collaborate cross-functionally to enhance tools, processes, and client communication strategies

Technical Support Manager, Financial Enterprise Application (customer-facing) Qualifications

5+ years of customer-facing, enterprise software/product support experience required
Strong background in finance or accounting, or relevant fintech experience required
Tier 2 technical support expertise, with advanced troubleshooting & problem-solving required
Knowledge of web-based platforms, APIs, and data integrations required
Ability to simplify technical issues and confidently de-escalate high-stress situations required
Proficiency with ticketing and support tools (Zendesk, Jira, etc.)
A collaborative, charismatic leadership style that motivates teams & reassures finance-based clients