This role oversees the operational infrastructure and processes that empower Technical Support and Technical Sales teams to deliver predictable, high-quality customer experiences. Although it does not provide direct technical support, it ensures the efficiency and effectiveness of the teams that do. Success in this role requires a strong commitment to understanding the company’s technology and product portfolio, enabling informed operational decisions. This position reports to the Director of Customer Success.
The successful candidate must be located already in the Greater Vancouver area of BC.
Remote applications and candidates requiring relocation assistance or work sponsorship will NOT be accepted.
Key Responsibilities:
Operational & Process Leadership
Support the management and continuous improvement of day-to-day operational workflows across Technical Support (L1/L2) and Technical Sales (Pre-Sales / Solution Architects).
Track and analyze support case queues, response times, backlog, and escalation patterns to flag delays or emerging issues.
Assist with process improvement and documentation efforts; streamline ticket handling, system use, communication flow, and escalation paths.
Support testing, QA, and rollout of new internal systems or process tools; ensure adoption and gather feedback from technical teams.
Coordinate clean-up and maintenance of key systems (CRM, ticketing, shared inboxes, and documentation repositories).
Escalate high-impact issues appropriately and flag potential risks to leadership in advance.
Analytics & Reporting
Build and maintain operational dashboards (case metrics, SLAs, ADMP data, support trends).
Partner with the team director to interpret data and identify root causes or improvement areas.
Prepare concise summaries and insights for leadership updates or cross-functional reviews.
Cross-Functional Collaboration
Coordinate communication and information flow between Technical Support, Solution Architects, Sales, Product, and Marketing.
Coordinate internal meetings, agendas, and action tracking for the Customer Success Engineering organization.
Drive follow-ups and ensure closure on cross-team deliverables.
Continuous Improvement & Problem-Solving
Investigate and resolve recurring process gaps, miscommunications, or inefficiencies.
Help identify and facilitate solutions for unassigned operational issues (e.g., system cleanup, documentation gaps, or workflow misalignments).
Pilot and test improvements, then document and scale successful practices.
Qualifications
3–5 years of experience in customer success operations, technical operations, or project management within a SaaS, UCaaS, or technology company.
Excellent organizational and analytical skills; comfortable navigating multiple systems and data sets.
Proven ability to work collaboratively and diplomatically across technical and non-technical teams.
Self-starter with strong problem-solving instincts and attention to detail.
Excellent communication and documentation skills.
Experience creating documentation or SOPs
Experience with CRM/ticketing tools, reporting platforms, and system testing preferred.
Comfort working with technical terminology
