Manager, Customer Support

About MealSuite 
MealSuite builds end-to-end foodservice technology for healthcare and senior living organizations. Our mission is to help care teams deliver better dining experiences with less effort. We’re a fast-growing team working on meaningful problems that directly impact patient and resident care. 

About the Role 
We’re looking for a People-Oriented and Enterprising Manager, Customer Support to join our Customer Support team. Reporting to the VP, Customer Experience, you’ll coach and mentor Customer Support Team Leads to reinforce a culture of accountability, transparency, and continuous improvement. You’ll also act as the senior escalation point for complex customer issues requiring management oversight or cross‑functional collaboration.  

What You’ll Do 

• Be a Leader – Mentor, coach, and develop Team Leads through regular 1:1s, performance reviews, and targeted professional development planning. 

• Develop Process Improvements – Implement and continuously optimize support workflows, escalations processes, and operational procedures to drive efficiency and reduce resolution time across the team 

• Make Data-Driven Decisions – Oversee queue health, SLA adherence, and KPI performance; analyze support metrics and present findings and recommendations to senior leadership 

• Be an Escalation Point – Monitor and manage escalation channels, ensuring timely triage and resolution of high-priority or complex issues escalated from Team Leads and Level One Support  

• Collaborate Cross-Functionally – Communicate cross-functionally with Product, Engineering, and other stakeholders to surface customer-reported trends, advocate for product improvements, and close the feedback loop with the support team 

• Own Support Documentation – Develop, refine, and maintain support playbooks, internal knowledge bases, and documentation standards used by Team Leads and Level One Support 

What You Bring 

• 4-6 years of direct experience in support, customer success, or a technical support environment, preferably in a SaaS ecosystem.  

• 2-4 years of experience in a people management or team lead capacity overseeing support agents or a support team. 

• 2+ years’ experience managing escalation workflows or serving as a senior escalation point. 

• Experience with CRM/Support or Project Management tools, such as Jira, Confluence, Zendesk, PlanHat, or equivalent. 

• Astute communication skills with a strong ability to translate complex technical issues into clear, simple to understand language for both internal and external stakeholders 

• A proven dedication to coaching and mentorship, and comfort developing talent and providing actionable feedback 

• An analytical mindset that uses data to drive decisions and is continuously looking for ways to improve processes 

• Detail-oriented approach to problem solving, a strong desire to build relationships with customers and cross-functional teams alike, and the ability to maintain composure when handling high-priority escalations or competing demands. 
• Ability to thrive in a collaborative, fast-moving environment 

• Willingness to travel occasionally; valid passport with no travel restrictions (Canada/USA; Vietnam if required) 

Compensation: $90,000–$103,000 CAD per year / $78,700–$89,200 USD per year 

This role requires working onsite in our Cambridge or Dallas office two days per week. If you’re more than an hour away, apply anyway we’re open to discussing options. 

Why You’ll Love Working Here   

• Unlimited paid time off – yeah, you read that right! We trust our employees to build their own version of balance so they can feel rejuvenated to bring their best every day.   

• Retirement savings support – we invest in your future with RRSP/401(k) matching at 100% up to 3%, because long-term security matters just as much as day-to-day balance. 

• Health benefits – this includes day one medical, dental, and vision options, life & disability insurance, & paid maternity and parental leave.  

• Hybrid flexibility – we value the collaboration, mentorship and learning that come from physically working next to one another, as well as the benefits that remote work can offer.   

• Work-life balance – this is supported by the fact that more than 90% of current employees agree that their leader supports their wellbeing.   

• Participation in our equity program – we’d love for you to share in MealSuite's success as we continue to grow!   

• Opportunities for career development and advancement – we support our employees in pursuing and achieving their professional goals.   

• Purposeful work with a positive community impact – more than 90% of our North American employees agree that the company’s purpose aligns with their personal values. Learn more about our values at  mealsuite.com/careers. 

We want to ensure that every qualified individual has an equal opportunity to work with us. If you require accommodation to our application process, please contact accommodations@mealsuite.com. 

MealSuite uses AI-assisted tools during parts of the hiring process, including screening and workflow automation. All final hiring decisions are made by people. 

This is a current vacancy, and we are actively hiring for this position.