Toronto, Ontario, Canada · On-site
$100k–$120k/yr
About the role The Customer Support Manager is responsible for leading the day-to-day operations of the Customer Support team, ensuring exceptional service delivery, operational excellence, and a consistent customer expe…
Skills: Team Leadership, Customer Support Operations, Escalation Management, SLA Monitoring, Coaching and Mentoring
Toronto, Ontario, Canada · On-site
$100k–$120k/yr
About the role At PureFacts, Customer Success is about more than supporting customers—it's about becoming a trusted partner who helps clients maximize the value of their investment in the PureRevenue™ Platform. As a Cust…
Skills: Customer Relationship Management, Stakeholder Management, Customer Onboarding, Product Adoption, Strategic Planning
Toronto, Ontario, Canada · On-site
$120k–$160k/yr
About the role Our technology organization is evolving from maintaining products to building a platform. We have separated our engineering operations into two focused groups — Service Reliability (“run the business”) and…
Skills: Azure, AWS, Docker, Kubernetes, Terraform
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Lead and develop a high-performing customer support team while overseeing daily operations and ticket queues. Coordinate operational activities across cross-functional teams to ensure exceptional service delivery and consistent customer experience.
Requires over 5 years of experience supporting enterprise SaaS applications and at least 3 years of leadership experience. Strong communication and analytical skills are essential, with a preference for financial services or wealth management experience.
About the role
The Customer Support Manager is responsible for leading the day-to-day operations of the Customer Support team, ensuring exceptional service delivery, operational excellence, and a consistent customer experience across the PureFacts Compensation Applications portfolio.
This role focuses on coaching and developing a high-performing team, managing customer support operations, driving service quality, and partnering with cross-functional teams to resolve customer issues efficiently. The Customer Support Manager serves as the operational leader for the support organization, ensuring customers receive timely, professional, and proactive support while continuously improving team performance and support processes.
What you'll do
Team Leadership & Development
Customer Support Operations
Customer Experience
Operational Coordination
Coordinate customer operational activities including:
Partner with Product, Engineering, DevOps, Professional Services, and Customer Success to ensure operational activities are completed successfully.
Note: The Customer Support Manager coordinates these activities but is not responsible for implementation or project ownership.
Cross-Functional Collaboration
Work closely with:
to resolve customer issues, improve support processes, and deliver an exceptional customer experience.
Continuous Improvement
Qualifications
Preferred
Success Measures
The Customer Support Manager will be measured by:
We are the only End-to-End Revenue Management Platform dedicated to the Investments Industry. What does that mean? PureFacts helps some of the largest and most recognizable wealth management, asset management and asset servicing firms manage and grow their revenues. The PureRevenue Platform enables scalable revenue management by powering the entire revenue lifecycle. Firms calculate, collect, distribute, incentivize and optimize their revenues using PureFacts AI-enriched fees engine, incentive compensation application and compelling revenue business intelligence powered by a single system of record for revenue management. PureFacts’ customers retain more clients, deliver incremental value, improve productivity, properly incentivize advisors and partners, prevent costly mistakes and find optimization opportunities. We are global, with headquarters in Toronto Canada, and a presence in the USA, UK, Continental Europe and Asia Pacific regions. PureFacts has been recognized for its innovation and excellence including selections to the WealthTech100, AIFinTech100, and ESGFinTech100 awards.
Offices: 48 Yonge St, Suite 400, Toronto, Ontario M5E 1G6, CA · Baslerstrasse 60, Beslerstrasse 60, Zurich, 8048, CH · 32 Threadneedle Street, London, EC2R 8AY, GB · R. do Mar Vermelho Nº2, 1.2, Lisboa, Portugal 1990-152, PT · Princeton, NJ, US
We are the only End-to-End Revenue Management Platform dedicated to the Investments Industry. What does that mean? PureFacts helps some of the largest and most recognizable wealth management, asset management and asset servicing firms manage and grow their revenues. The PureRevenue Platform enables scalable revenue management by powering the entire revenue lifecycle. Firms calculate, collect, distribute, incentivize and optimize their revenues using PureFacts AI-enriched fees engine, incentive compensation application and compelling revenue business intelligence powered by a single system of record for revenue management. PureFacts’ customers retain more clients, deliver incremental value, improve productivity, properly incentivize advisors and partners, prevent costly mistakes and find optimization opportunities. We are global, with headquarters in Toronto Canada, and a presence in the USA, UK, Continental Europe and Asia Pacific regions. PureFacts has been recognized for its innovation and excellence including selections to the WealthTech100, AIFinTech100, and ESGFinTech100 awards.
Offices: 48 Yonge St, Suite 400, Toronto, Ontario M5E 1G6, CA · Baslerstrasse 60, Beslerstrasse 60, Zurich, 8048, CH · 32 Threadneedle Street, London, EC2R 8AY, GB · R. do Mar Vermelho Nº2, 1.2, Lisboa, Portugal 1990-152, PT · Princeton, NJ, US
