Manager, Product Support
Core
Lead the Product Support function for a fintech platform serving Canadian businesses, managing people, strategy, operations, and AI integration to ensure high-quality customer service and product insight.
Role type
Manager, Product Support (People & Operations)
Builds
A scalable, AI-first support operating model and high-performing team for a financial operating system.
Domain
Fintech / Financial Services
Deliverable
client delivery
Required skills
People management, team leadership, strategy definition, operational design, data analysis, incident management, cross-functional collaboration, AI/automation strategy, risk compliance oversight.
Preferred skills
SaaS experience, Fintech experience, technical support background.
Responsibilities
Hire, coach, and manage the Product Support team; define and execute support strategy and roadmap; own SLAs, quality, and CSAT metrics; lead AI and automation initiatives; manage incident response and post-incident reviews; act as the voice of the customer to influence product and engineering roadmaps; ensure risk and compliance controls in support workflows.
Seniority
Manager, people leadership