3,093 Customer Support Manager jobs in Canada

Qui sommes-nous?

Vous l’appelez, nous l’avons fait. GlobalStep s’associe aux marques les plus performantes et innovantes du monde, donnant vie à des expériences numériques convaincantes et à fort impact, rapides et sans faille. Notre pratique numérique spécialisée a aidé 100 clients à développer, lancer, monétiser et soutenir 1000 produits et services dans le monde entier.

Au service de marques leaders et perturbatrices depuis 2006, nous utilisons des outils propriétaires, des cadres et notre expérience client approfondie pour fournir une suite complète de services de bout en bout tout au long du cycle de vie du produit et du client. Ces services comprennent la conception, le développement, l’assurance qualité, la localisation, le support client et l’analyse.

Avec un ensemble mondial de sites de service sur 3 continents, nous avons un modèle de services étroitement intégré dans toutes les zones géographiques et lignes de service visant et axé sur le succès de nos clients.

Votre vie à GlobalStep

En raison de la croissance continue au Canada et au-delà, GlobalStep embauche un gestionnaire du soutien à la clientèle talentueux, compétent et expérimenté pour se joindre à notre équipe à notre bureau de Montréal. En tant que responsable du support client, vous êtes axé sur les solutions et pensez que l’expérience client est bien plus que de simplement répondre aux questions des clients. Vous dirigerez l’établissement des meilleures pratiques d’assurance qualité et dirigerez les processus et les outils nécessaires pour vous assurer que les objectifs de qualité sont atteints, du premier document de conception et de conception à la dernière liste de contrôle de publication. De plus, vous aurez l’occasion de gérer une équipe de spécialistes de l’assurance qualité, de les encadrer et de les guider vers le succès et l’avancement professionnel.

Responsabilités

Qualifications / Éducation

Avantages pour l’entreprise

Ce que nous offrons

GlobalStep est fier d’être un lieu de travail pour l’égalité des chances et un employeur d’action positive. Nous nous engageons à l’égalité des chances en matière d’emploi, indépendamment de la race, de la couleur, de l’ascendance, de la religion, du sexe, de l’origine nationale, de l’orientation sexuelle, de l’âge, de la citoyenneté, de l’état matrimonial, du handicap, de l’identité de genre ou du statut d’ancien combattant.

Qui sommes-nous:

Vous l’avez dit, nous l’avons fait. GlobalStep travaille en partenariat avec les plus grands studios de jeux et les marques les plus innovantes du monde, donnant vie à des expériences numériques convaincantes et à fort impact, de manière rapide et impeccable. Notre spécialisation a aidé les principaux studios de jeux vidéo à lancer et à soutenir plus de 3 000 titres, qui ont généré plus de 30 milliards de dollars en revenus.

Au service de marques phares et novatrices depuis 2006, nous utilisons des outils et des structures logicielles propriétaires, ainsi qu’une expérience client approfondie, pour fournir une chaîne complète de services tout au long du cycle de vie du produit et du client. Ces services comprennent la conception, le développement, l’assurance qualité, la localisation, l’assistance aux joueurs et l’analyse.

Grâce à notre ensemble mondial de sites de services répartis sur trois continents, nous disposons d’un modèle d’activité étroitement intégré dans les zones géographiques et les lignes de services, visant et se concentrant sur le succès de nos clients.

Votre vie chez GlobalStep

En raison de sa croissance continue au Canada et au-delà, GlobalStep recrute un responsible du soutien à la clientèle talentueux, compétent et expérimenté pour se joindre à notre équipe à notre bureau de Montréal. En tant que directeur du soutien à la clientèle, vous êtes axé sur les solutions et croyez que l’expérience client est beaucoup plus que de simplement répondre aux questions des clients. Vous dirigerez la mise en place des meilleures pratiques d’assurance qualité, et conduirez les processus et les outils nécessaires pour assurer que les objectifs de qualité sont atteints, de la première conception et du design jusqu’à la dernière liste de contrôle de la version. En outre, vous aurez l’occasion de gérer une équipe de spécialistes de l’assurance qualité, de les encadrer et de les mener vers le succès et la progression de carrière.

Responsabilités

Qualifications / Formation

Avantages sociaux

GlobalStep est fier d’être un lieu de travail où l’égalité des chances est respectée et est un employeur à action positive. Nous nous engageons à garantir l’égalité des chances en matière d’emploi, indépendamment de la race, de la couleur, de l’ascendance, de la religion, du sexe, de l’origine nationale, de l’orientation sexuelle, de l’âge, de la citoyenneté, de l’état civil, du handicap, de l’identité de genre ou du statut d’ancien combattant.

Job Description

Description

We’re looking for a Manager, Customer Support Enablement to join the AgencyAnalytics team!

AgencyAnalytics helps digital marketing agencies grow by simplifying client reporting and empowering them through automation. Our team is fast-moving, collaborative, and passionate about building tools that make our customers’ lives easier, and we’re just getting started.

In this role, you’ll lead the strategy and execution of all support enablement content at AgencyAnalytics. From our internal and external Knowledge Bases to our Learning Management System (LMS) and customer webinars, you’ll own the programs that educate, empower, and elevate both our Support team and our customers.

You’ll collaborate across departments, including Product Marketing, Customer Success, and Customer Support, to deliver high-impact content that helps our customers succeed and our team scale efficiently. If you’re passionate about learning, storytelling, and using technology (including AI) to help people do their best work, this is the role for you.

We’d love to hear from you, even if you don’t meet 100% of the qualifications listed below.

• Own and scale all Support enablement content across our Knowledge Base, LMS, and webinar programs.
• Define the strategy for our Knowledge Base to ensure customers can self-serve quickly and confidently.
• Partner with the People team to design training programs that accelerate onboarding and drive continuous learning.
• Collaborate with Product Marketing to develop engaging webinars that boost customer adoption and product understanding.
• Explore and implement AI and automation tools that streamline content creation and improve relevance.
• Build and maintain clear style guides that ensure consistent, on-brand communication across all channels.
• Mentor and grow a small team, ensuring high-quality output and cross-functional collaboration.
• Analyze engagement and performance data to continually improve content and outcomes.

• 5+ years in Enablement, GTM, or a similar role creating and managing educational content for customers or internal teams.
• Proven experience developing content strategies that support customer success and team enablement.
• Strong leadership and stakeholder management skills, with experience in mentoring and developing others.
• Excellent writing and editing abilities, with a knack for tailoring content to different audiences and formats.
• Strong organizational skills with the ability to manage multiple projects and priorities.
• A data-driven mindset and experience turning insights into actionable improvements.
• Curiosity about emerging content trends and the responsible use of AI to scale enablement.

Bonus points if you have:

• Experience in a Customer Support environment and familiarity with support workflows.
• Hands-on experience managing an LMS, building onboarding paths, or developing training programs.

Our base salary for this role ranges from $86,400 to $129,600 CAD. Compensation is determined by factors such as market salary data within Canada, technical skills, previous work history, and internal pay equity. Many positions also include additional variable compensation, which our Talent Acquisition team will discuss with you during the interview process.

English

Work must be completed at the physical location. There is no option to work remotely.

This employer promotes equal employment opportunities for all job applicants, including those self-identifying as a member of these groups:

Job Description

We are looking for a dynamic customer service oriented Help Desk Analyst to join our client's IT team. The right candidate has an in-depth knowledge of PC operating systems and configuration, installations, upgrades, problem identification and resolution.

Responsibilities:

• Providing First Level PC network and technical support to users on routine or non-complex problems on all desktop issues
• Installing and configuring a Microsoft Windows 10 environment and preparing system installs and application management
• Supporting MS Office 365
• Supporting Microsoft Teams environments
• Supporting Virtual Desktops (VMware)
• Supporting Adobe Acrobat DC
• Working within established procedures and methods; prioritizing user requests utilizing a trouble ticket management system
• Maintaining hardware inventory, asset database and systems documentation
• Performing timely recognition, isolation, resolution and follow-up of submitted help desk tickets
• Re-installing/imaging desktops and laptops as needed
• Installing, configuring, desktop and network printers
• Assisting with security-related updates or patches
• Supporting the audio and video infrastructure including configuration and operating audio and video equipment as required for scheduled and ad hoc events
• Performing other duties as assigned

Requirements:

• Diploma in Computer Science/Engineering or equivalent experience.
• 1 to 3 years of experience in a technical support or IT customer service environment.
• Desktop Hardware knowledge: CPU, memory, power supply, configuring and installing PC hardware, internal modules and general troubleshooting
• CompTIA certified candidates will be given preference
• Detailed oriented, superior problem solving and troubleshooting ability
• Commitment to customer satisfaction through planning follow-up
• Excellent communication and customer service skills
• A proven track record of working with users at various ability levels
• The ability to use good judgment and multi-task within an ever-changing environment
• Experience in a 24×7 environment delivering high availability or mission-critical applications
• A minimum of three years of related work experience preferably in a legal or corporate environment

Perks:

• Competitive salary
• Paid vacation
• Health and dental benefits
• Flexible work arrangements

If this sounds like the right fit, please click and apply to this posting.

Job Description

We are looking for a dynamic customer service oriented Help Desk Analyst to join our client's IT team. The right candidate has an in-depth knowledge of PC operating systems and configuration, installations, upgrades, problem identification and resolution.

Responsibilities:

• Providing First Level PC network and technical support to users on routine or non-complex problems on all desktop issues
• Installing and configuring a Microsoft Windows 10 environment and preparing system installs and application management
• Supporting MS Office 365
• Supporting Microsoft Teams environments
• Supporting Virtual Desktops (VMware)
• Supporting Adobe Acrobat DC
• Working within established procedures and methods; prioritizing user requests utilizing a trouble ticket management system
• Maintaining hardware inventory, asset database and systems documentation
• Performing timely recognition, isolation, resolution and follow-up of submitted help desk tickets
• Re-installing/imaging desktops and laptops as needed
• Installing, configuring, desktop and network printers
• Assisting with security-related updates or patches
• Supporting the audio and video infrastructure including configuration and operating audio and video equipment as required for scheduled and ad hoc events
• Performing other duties as assigned

Requirements:

• Diploma in Computer Science/Engineering or equivalent experience.
• 1 to 3 years of experience in a technical support or IT customer service environment.
• Desktop Hardware knowledge: CPU, memory, power supply, configuring and installing PC hardware, internal modules and general troubleshooting
• CompTIA certified candidates will be given preference
• Detailed oriented, superior problem solving and troubleshooting ability
• Commitment to customer satisfaction through planning follow-up
• Excellent communication and customer service skills
• A proven track record of working with users at various ability levels
• The ability to use good judgment and multi-task within an ever-changing environment
• Experience in a 24×7 environment delivering high availability or mission-critical applications
• A minimum of three years of related work experience preferably in a legal or corporate environment

Perks:

• Competitive salary
• Paid vacation
• Health and dental benefits
• Flexible work arrangements

If this sounds like the right fit, please click and apply to this posting.

Bilingual

Work must be completed at the physical location. There is no option to work remotely.

Job Description

Job Type: Full Time
Hours: Vary
Salary: $22.85 CAD DOE

About AnswerNet
AnswerNet is the brand name for the AnswerNet family of companies including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., TPV.com, and Ansercomm to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients and we process over 125 million interactions per year.

Summary of Position:
Customer-focused L1/L2 Helpdesk Technician responsible for providing first and second-level technical support to end-users for issues related to hardware, software, and network systems. This position will involve researching, diagnosing, troubleshooting, finding solutions, and taking ownership of customer-reported issues to ensure they are resolved. When necessary, unresolved issues should be escalated to the appropriate internal teams following standard procedures. The ideal candidate will possess excellent communication skills, a strong technical background, and the ability to efficiently troubleshoot and resolve issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Inbound and Outbound Calls
• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or helpdesk tickets.
• Root cause analysis probing
• Providing immediate solutions to common user issues.
• Ticket Routing
• Document accurate records of all support requests, resolutions, and follow-ups.
• Knowledge Base Utilization
• Responsible for the ongoing maintenance of AnswerNet’s desktop environment.
• Creates and maintains user e-mail accounts.
• Virtual Machine and or Remote Desktop support
• Oversee monitoring network systems, including network outages.
• Ensuring service level agreements are met.
• Managing user accounts and their associated attributes, such as name, email address, password, security groups, and multifactor authentication in Azure AD, or through Microsoft Active Directory on Windows Server 2016, 2019.
• Install, configure, and troubleshoot hardware, software, systems, networks, printers, and scanners.
Required Qualifications:
• Ability to work from home (this is a remote position)
• Prior Technical Support or Help Desk experience
• High School Diploma or equivalent
• Phone Etiquette
• History of Customer Service
• Excellent verbal, writing, grammar, and communication skills
• Critical Thinking and Problem-Solving skills
• Attention to Detail
• Familiarity with Help Desk Applications (Ex. Zendesk, FreshService)
• Familiarity with VOIP or Telephony services
• Ability to provide step-by-step technical help, both written and verbal
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) are a plus
WAH Requirements:
• PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks, and tablets are not compatible)
• Hard-wired high-speed internet connection (ethernet cable)
• USB-connected Headset
• Webcam
• A quiet dedicated place to work free from distractions including pets and children.

Job Description

Hello! We’re FortNine. We help Canadian riders access the knowledge and gear they need so that they can spend less time worrying over logistics, and more time on their wheels. If you’re looking to join a team dedicated to top-notch quality service, promoting staff development, and establishing itself as an industry-dominant leader in the e-commerce space, then we’d love to hear from you!

At FortNine, Operations is in our DNA; we're experts in the space, and we thrive within it! If you are passionate about providing an elite level of service to both customers and your peers, are a problem solver able to combine scrappy start-up execution (as a philosophy; we've been around for almost 20 years!) with a high standard for excellence, and thrive in a fast-paced tech-enabled environment, then FortNine is for you!

Key Responsibilities:

• Order Management: Place orders with vendors within specified timeframes, ensuring timely fulfillment and smooth processing.
• Issue Resolution: Proactively follow up with vendors and couriers to address and resolve any order-related issues, ensuring a seamless customer experience.
• Order Verification & Risk Analysis: Helping in conducting thorough fraud and risk assessments on orders and resolving any payment-related concerns efficiently.
• Communication: Maintain strong communication with customers, vendors, couriers, and banks as needed to support daily operations. A friendly and professional attitude is key—we’re a people-first team!
• Operational Support: Assist the customer service and operations teams by providing timely updates and responses on related tasks. 
   

Job Requirements:

• This position is a full-time on-site position. Candidates must be located in Montreal, QC.
• English & French: Excellent communication skills, both written and verbal.
• Strong Microsoft Excel knowledge. Understanding SQL queries an asset.
• Excellent web research and navigation skills.
• Ability to contribute to a team while also working independently. We don’t believe in micro-managing.
• Ability to work in a fast-paced environment and multitask during a peak seasonal surge, and remain productive during the subsequent off-season.
• Powersports knowledge is not necessary, but is an asset (automotive, motorcycle, off-road, snowmobile, MTB, marine, and ATV).

Bonjour ! Nous sommes FortNine. Nous aidons les motocyclistes canadiens à accéder aux connaissances et à l’équipement dont ils ont besoin afin qu’ils puissent passer moins de temps à se soucier de la logistique et plus de temps sur leurs roues. Si vous souhaitez rejoindre une équipe dévouée à un service d’excellence, favorisant le développement du personnel et cherchant à s’établir comme leader dominant dans le domaine du commerce électronique, alors nous serions ravis d’avoir de vos nouvelles !

Chez FortNine, les opérations font partie intégrante de notre ADN : nous sommes experts dans le domaine et nous excellons dans ce que nous faisons ! Si vous êtes passionné par la fourniture d’un niveau de service d’élite aussi bien aux clients qu’à vos collègues, si vous êtes un résolveur de problèmes capable de combiner l’approche dynamique d’une start-up (comme philosophie, nous existons depuis près de 20 ans !) avec des standards élevés d’excellence, et si vous aimez évoluer dans un environnement technologique rapide, FortNine est fait pour vous !

Responsabilités principales :

● Gestion des commandes : Passer des commandes auprès des fournisseurs dans les délais spécifiés, en assurant une exécution rapide et un traitement fluide.

● Résolution des problèmes : Assurer un suivi proactif auprès des fournisseurs et des transporteurs afin de résoudre tout problème lié aux commandes, garantissant ainsi une expérience client optimale.

● Vérification des commandes et analyse des risques : Participer à des évaluations approfondies des risques et des fraudes liés aux commandes, et résoudre efficacement tout problème relatif aux paiements.

● Communication : Maintenir une communication efficace avec les clients, fournisseurs, transporteurs et banques afin de soutenir les opérations quotidiennes. Une attitude amicale et professionnelle est essentielle – nous sommes une équipe orientée vers les personnes !

● Soutien opérationnel : Assister les équipes du service à la clientèle et des opérations en fournissant rapidement des mises à jour et des réponses sur les tâches associées.

Exigences du poste :

● Ce poste est à temps plein, en présentiel. Les candidats doivent être situés à Montréal, QC.
● Anglais et français : Excellentes compétences en communication orale et écrite.
● Solide connaissance de Microsoft Excel. La maîtrise des requêtes SQL constitue un atout.
● Excellentes compétences en recherche et navigation sur le web.
● Capacité à contribuer à une équipe tout en travaillant de manière autonome. Nous croyons à l'autonomie de chacun.
● Capacité à travailler dans un environnement dynamique, gérer plusieurs tâches simultanément durant les périodes de pointe saisonnière, et demeurer productif lors des périodes creuses.
● La connaissance des sports motorisés n’est pas obligatoire, mais constitue un atout (automobile, moto, tout-terrain, motoneige, VTT, marine).

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