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, you’ll lead a highly skilled support team responsible for empowering global clients to succeed with a finance and revenue operations application. You’ll 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. You’ll 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