Manager, Customer Support - Cardata

About Cardata

Cardata is transforming how businesses manage vehicle reimbursement by replacing outdated programs with smart, automated solutions. Our vision is to provide the most comprehensive, intelligent, and automated software and services for creating ideal vehicle programs.

At Cardata, delivering an exceptional customer experience is central to how we operate and grow. We are seeking a Manager, Customer Support to lead our customer-facing Support team and drive improvements in service quality, team performance, and operational efficiency.

In this role, you will oversee daily Support operations, establish clear performance expectations, and leverage data to optimize service levels, workforce capacity, and customer satisfaction. You will also identify opportunities to streamline processes, introduce automation, and build a scalable Support function.

This role reports directly to the Chief Customer Officer.

What You Will Do

• Lead, coach, and develop the Customer Support team, establishing clear expectations, accountability, and performance standards.
• Own key Support metrics, including CSAT, response times, resolution times, ticket backlog, and quality assurance.
• Manage workforce planning, scheduling, and queue capacity to ensure effective coverage and maintain service levels.
• Oversee customer escalations, ensuring timely resolution, clear communication, and end-to-end ownership.
• Identify operational inefficiencies and optimize workflows, processes, and documentation to eliminate manual work and recurring issues.
• Drive initiatives around AI, automation, and self-service to enhance support efficiency and customer satisfaction.
• Establish consistent quality assurance, coaching, and onboarding practices to elevate team performance.
• Partner cross-functionally with Customer Success, Product, Engineering, and Operations to resolve systemic customer issues.
• Utilize operational data to analyze trends, track improvements, and inform staffing and operational decisions.

What You Bring

• 5+ years of experience in Customer Support, Customer Service, Contact Center, or a related customer-facing discipline.
• 2+ years of people management experience, including coaching, performance management, and team development.
• Proven track record of improving support KPIs, service levels, and operational efficiency.
• Hands-on experience with workforce planning, scheduling, queue management, and capacity forecasting.
• Strong analytical capabilities with experience leveraging data to drive operational decisions.
• Demonstrated success managing complex customer escalations and refining support workflows.
• Excellent communication, problem-solving, and cross-functional collaboration skills.
• Comfort working in a fast-paced environment and bringing structure to evolving processes.

Nice to Have

• Experience managing a high-volume, multi-channel Support or Contact Center environment.
• Hands-on experience with Zendesk or equivalent modern Support platforms.
• Familiarity with AI-powered Support tools, automation, self-service portals, or QA frameworks.
• Experience leading distributed or remote Support teams.
• Background in SaaS, technology, fintech, or adjacent industries.

Compensation & Benefits

• Salary Range: $75,000 – $100,000 CAD annually (in accordance with Ontario’s Pay Transparency legislation)
• Remote work setup and flexible working hours
• Mentorship and professional development opportunities
• Extended medical and dental coverage
• Healthcare spending account
• $3,000 annual Health and Wellness Spending Account
• Employee Assistance Program (EAP)
• Flexible (Unlimited) Time Off