Senior Manager, Technical Support

About Sectigo

Role overview

Responsibilities

• Optimize support workflows, SOPs, and practices and modernize support infrastructure through automation, platform enhancements, and tooling strategy.
• Own monthly and quarterly business reviews using CSAT, NPS, SLA, first response, and resolution metrics.
• Lead and develop 20+ team members across global time zones; set goals, performance frameworks, coaching plans, and growth paths.
• Partner cross-functionally to improve customer journeys, translate customer feedback into product and operational changes, and standardize global practices.
• Establish GRC-aligned governance and ensure training, audits, security protocols, and compliance adherence.
• Use analytics for trend identification, capacity forecasting, executive reporting, and operational improvement.
• Oversee queues, workload distribution, and capacity planning; review customer interactions and engage key customers to resolve issues and support retention.

Qualifications

• Minimum 10+ years of hands-on experience in customer-centric software or IT roles and 6+ years of leadership experience managing teams and projects.
• Bachelor’s degree in a related field is strongly preferred; an advanced degree is preferred.
• Able to work independently and collaboratively in a global, cross-functional environment; prior agile customer-centric experience and managing 20+ agents or engineers are desired.
• Strong leadership and team development skills; excellent verbal and written communication, including explaining complex compliance topics.
• Proficiency with customer support tools and CRM systems for tracking, managing, and reporting interactions and support tickets.

Work arrangement

• This is a full-time, in-office position reporting to the Ottawa office five days per week.

Compensation

• Targeted compensation package is CAD 95,000–112,000, subject to internal equity and years of experience.