Global Client Support Manager (B2B SaaS)

OVERVIEW

Reporting to the CCO, the Global Client Support Manager is responsible for delivering the StoreForce Solution through client support. This client-facing role collaborates with all internal functions and requires a forward-thinking leader who is energized by building processes, developing teams, and leveraging AI to solve business problems.

WHAT YOU'LL DO 

1. Strategic Leadership & Cross-Functional Collaboration 

• Lead the daily activities of the helpdesk; Provide direction and follow up to ensure the team meets its deliverables; Help remove obstacles;
• Act as the voice of the customer internally; Surface trends, bug patterns, and product feedback to Engineering and Product leadership;
• Partner with Sales and Client Success to define support entitlements and coverage models across customer tiers;
• Contribute to the global support strategy roadmap including AI/automation tooling, self-service deflection, and regional expansion planning;
• Ensure 24/7 global coverage models are in place, and SLA compliance is maintained across all regions and customer segments.
• Train and ensure ongoing development of the team through performance management programs;
• Participate in the recruitment activity required for the Support Team. 
  
  

2. Issues Resolution 

• Lead the global helpdesk; ensure issues are actioned within expected timelines;

• Maintain business process to effectively manage tickets against SLAs;
• Collaborate with cross-functional teams to troubleshoot client helpdesk issues and escalate as required;
• Manage all escalated issues through to resolution;
• Maintain helpdesk statistics, provide routine reporting, and look for trends that can be actioned.
  
  

3. Support Activities

• Maintain Zendesk and any other systems in use, and conduct research to stay on top of new features or tools;

• Maintain client support materials and lead client support training;

• Prepare weekly, monthly and quarterly statistics for company reporting;

• Provide user support and guidance through the client administrators.

4. Solution Design and Development 

• Identify trends using Zendesk data and provide feedback to the Product and Engineering teams on issues or product improvements;
• Conduct testing of resolved bugs; Report bugs in Jira for development;
• Document tests and log results; Provide feedback and description to the QA and Engineering teams;
• Maintain the StoreForce Demo environment in partnership with the Client Services and Product teams.

Key Performance Indicators (KPIs)

• Average Days to Close by Priority
• SLA Achievement %
• CSAT %
• Net Promoter Score (NPS)
• First Response Time (FRT) by Tier
• Ticket Backlog Health & Deflection Rate
  
  

QUALIFICATIONS

Competencies Required:

• Integrity – Ethical and honest. Maintains principle when faced with challenge.
• Leadership – Seen as a role model; motivational, supportive. Fosters cooperation and collaborates with others.
• Communication – Good oral and written communication skills. Able to deliver clear and concise information; demonstrates the ability to adapt to the audience.
• Service Oriented – Natural desire to provide assistance; achieves a sense of reward through helping others.
• Detail Oriented – Able to think and articulate in very simple terms. Keen eye for detail and the ability to identify missing pieces. Organized and able to prioritize multiple responsibilities.
• Conceptual Thinking - Notices similarities between different and apparently unrelated situations; quickly identifies the central or underlying issues in complex situations.
• Problem Solving – Distinguishes between symptoms and causes. Able to see multiple parts and the relationships in order to identify and resolve the root issue; generates alternative solutions.

EXPERIENCE / KNOWLEDGE 

• Proven track record of managing globally distributed support teams across multiple time zones; Experience developing and upskilling teams.
• Data-driven mindset with experience building and interpreting support analytics dashboards;
• Experience in retail support (operations or technology).
• Experience in administering or supporting helpdesk and ticketing systems;
• Effective written and verbal communication skills;
• Strong Excel Skills;
• Zendesk Experience an asset.
• Experience with AI-powered support tooling or self-service/deflection program design an asset;
• Familiarity with ITIL, HDI, or other support/service management frameworks an asset.

WHY WORK WITH US AT STOREFORCE

StoreForce is growing quickly – it’s the kind of place you can make a real impact. We thrive on change, collaboration, and trust; And are fueled by a mutual passion for Specialty Retail. At StoreForce you’ll have the chance not only to work with some amazing people, but also with some of the world’s best retail brands.

• We're remote and offer flexibility in your schedule;
• Employer-paid health benefits including dental, prescription drug coverage, and a Health Spending Account;
• RRSP Matching with First Time Home Buyer support*
• Company paid training and professional development;
• Extended Long Weekends and Religious Observance Days
• Employee Referral Program
• Spotlight Recognition Bonus Program
• Dedicated Employee Assistance Program (EAP)

*Speak with HR for full program details.

StoreForce is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are committed to the principle of equal employment opportunity for all individuals and to providing individuals with a work environment that is diverse and inclusive. This starts by welcoming and encouraging applications from all individuals including those with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

At StoreForce, we leverage AI tools to support a fair and efficient recruitment process. This may include AI-assisted resume screening to help identify top candidates and AI note taking during interviews. All hiring decisions are made by real people. AI is used only as a supplemental tool to enhance, not replace, human judgment.

We never accept or respond to speculative applications from third party recruiters and work only with preferred partners.