Technical / Customer Support, Financial Enterprise Software (exp. req. / Remote)
About the role
Customer Support Manager, Enterprise Application (finance/fintech support 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
Customer Support Lead, Enterprise Application Description
Our client, an enterprise application provider in the fintech industry, is looking for a Customer Support Manager to join their team remotely in Canada. In this role, you’ll lead a support team for a finance and revenue operations application used by companies across the globe to help them implement innovative automated tools and workflows. You'll combine hands-on ticket resolution with strategic process improvement. The ideal candidate has a background in accounting or finance with experience in enterprise software/product support and thrives in customer-facing scenarios and is motivated to build scalable systems that improve client satisfaction. This is a great opportunity to grow into a leadership role within a fast-growing company that values innovation and customer satisfaction.
Customer Support Manager, Enterprise Application Responsibilities
• Lead a technical support team ensuring timely, quality resolution of client issues
• Oversee support operations including ticket triage, escalation, and documentation
• Collaborate with Product and Engineering to resolve complex bugs and data issues
• Define and track KPIs like CSAT, first response time, and resolution time
• Maintain and improve support documentation and self-service resources
• Act as point of escalation for critical client issues and high-severity incidents
• Coach and mentor team members, fostering accountability and growth
• Work cross-functionally to enhance tools, workflows, and client communication
Customer Support Lead, Enterprise Application Qualifications
• 5+ years of customer-facing enterprise software/product support experience required
• Background in finance or accounting, or fintech industry experience required
• Tier 2 level support, troubleshooting & problem solving experience required
• Knowledge of web-based platforms, APIs, and data integration required
• Ability to relate to finance-based customers and de-escalate high-stress situations required
• Proficiency with ticketing and support tools required
About #twiceasnice Recruiting
We're better than your recruiter. We're #twiceasnice.
We help our clients save money and hire better with our custom-built searches, 9.9% fee, and 18-month guarantee.
Our team is forever obsessed with the metrics and efficiency around #twiceasnice’s one service: direct placement recruiting.
Technical / Customer Support, Financial Enterprise Software (exp. req. / Remote)
About the role
Customer Support Manager, Enterprise Application (finance/fintech support 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
Customer Support Lead, Enterprise Application Description
Our client, an enterprise application provider in the fintech industry, is looking for a Customer Support Manager to join their team remotely in Canada. In this role, you’ll lead a support team for a finance and revenue operations application used by companies across the globe to help them implement innovative automated tools and workflows. You'll combine hands-on ticket resolution with strategic process improvement. The ideal candidate has a background in accounting or finance with experience in enterprise software/product support and thrives in customer-facing scenarios and is motivated to build scalable systems that improve client satisfaction. This is a great opportunity to grow into a leadership role within a fast-growing company that values innovation and customer satisfaction.
Customer Support Manager, Enterprise Application Responsibilities
• Lead a technical support team ensuring timely, quality resolution of client issues
• Oversee support operations including ticket triage, escalation, and documentation
• Collaborate with Product and Engineering to resolve complex bugs and data issues
• Define and track KPIs like CSAT, first response time, and resolution time
• Maintain and improve support documentation and self-service resources
• Act as point of escalation for critical client issues and high-severity incidents
• Coach and mentor team members, fostering accountability and growth
• Work cross-functionally to enhance tools, workflows, and client communication
Customer Support Lead, Enterprise Application Qualifications
• 5+ years of customer-facing enterprise software/product support experience required
• Background in finance or accounting, or fintech industry experience required
• Tier 2 level support, troubleshooting & problem solving experience required
• Knowledge of web-based platforms, APIs, and data integration required
• Ability to relate to finance-based customers and de-escalate high-stress situations required
• Proficiency with ticketing and support tools required
About #twiceasnice Recruiting
We're better than your recruiter. We're #twiceasnice.
We help our clients save money and hire better with our custom-built searches, 9.9% fee, and 18-month guarantee.
Our team is forever obsessed with the metrics and efficiency around #twiceasnice’s one service: direct placement recruiting.