Manager, Customer Support at OneSpan

📍 Job Overview

Job Title: Manager, Customer Support
Company: OneSpan
Location: Montréal, Quebec, Canada
Job Type: Hybrid
Category: Customer Support
Date Posted: 2025-06-20
Experience Level: 5-10 years
Remote Status: Hybrid

🚀 Role Summary

Key web technology aspects 1 with relevant web development/server administration industry/ATS keywords naturally integrated
Key web technology aspects 2 with relevant web development/server administration industry/ATS keywords naturally integrated
Key web technology aspects 3 with relevant web development/server administration industry/ATS keywords naturally integrated
Key web technology aspects 4 with relevant web development/server administration industry/ATS keywords naturally integrated

📝 Enhancement Note: The role involves managing a team of customer support professionals to deliver world-class support experiences, ensuring compliance with service level agreements, and driving continuous improvement. The ideal candidate will have a strong customer focus, excellent communication skills, and a proven track record in customer support management.

💻 Primary Responsibilities

Responsible for line management of the OneSpan Security Customer Support Level 1 and Level 2 team in the America’s
Monitor and divide workload equitably among support resources
Responsible for scheduling of staff and hiring
Drive actions to increase overall customer satisfaction
Responsible for the effective implementation of the Customer Support / Incident Management Process
Accountable for the overall quality of the process execution and oversees the management and compliance with the procedures, data models, policies, and technologies associated with the process
Manages personal development plans (Soft Skills, Technologies) for team members
Participation on team daily operation as needed
Monitor Key Performance Indicators (KPIs) and that these objectives are realized
Assume incident (escalation) Manager responsibilities as and when needed
Position could include on-call duties

📝 Enhancement Note: The role requires strong leadership, strategic planning, and operational excellence to ensure high-quality customer support and incident management. The ideal candidate will have a proven track record in managing customer support teams, driving process improvements, and delivering exceptional customer experiences.

🎓 Skills & Qualifications

Education: Bachelor’s degree in computer science or equivalent

Experience: 5+ years of experience as Manager in a Customer/Technical Support environment

Required Skills:

Customer Service Orientation / Customer focus
Effective communication (written/spoken)
Well-organized with attention to detail
ITIL-Foundation (ITSM)

Preferred Skills:

ServiceNow CSM experience
International experience
Languages other than English, especially Spanish

📝 Enhancement Note: The ideal candidate will possess a strong customer focus, excellent communication skills, and a proven track record in customer support management. They will also have experience with relevant customer support tools, such as ServiceNow, and be comfortable working in an international environment.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong customer focus and commitment to exceptional customer support
Showcase successful customer support strategies and initiatives
Highlight any relevant customer support awards or recognitions

Technical Documentation:

Demonstrate a solid understanding of customer support processes, policies, and procedures
Showcase experience with customer support software and tools
Provide examples of customer support process improvements or innovations

📝 Enhancement Note: The ideal candidate will have a well-structured portfolio that showcases their customer support expertise, highlighting their ability to deliver exceptional customer experiences and drive process improvements.

💰 Compensation & Benefits

Salary Range: Competitive salary package based on experience and industry standards

Benefits:

Comprehensive health, dental, and vision coverage
Retirement savings plan with company matching
Generous vacation and time-off policies
Employee assistance program
Training and development opportunities
Flexible work arrangements

Working Hours: Flexible work hours with on-call duties as required

📝 Enhancement Note: The compensation package is designed to attract and retain top customer support talent. The ideal candidate will expect a competitive salary and comprehensive benefits package.

🎯 Team & Company Context

Industry: Cybersecurity and digital identity management

Company Size: Medium-sized company with a global presence

Founded: 1999

Team Structure:

Customer Support Team: Responsible for delivering exceptional customer support experiences and ensuring compliance with service level agreements
Product and Engineering Teams: Develop and maintain OneSpan's suite of digital identity and anti-fraud solutions
Sales and Marketing Teams: Drive revenue growth and market penetration
Executive Leadership: Provide strategic direction and oversight for the organization

Development Methodology:

Agile/Scrum methodologies for customer support process improvement and incident management
Code review, testing, and quality assurance practices for software development and deployment
Deployment automation and CI/CD pipelines for efficient and reliable software delivery

Company Website: OneSpan

📝 Enhancement Note: OneSpan offers a dynamic and collaborative work environment, with a strong focus on customer support, innovation, and continuous improvement. The ideal candidate will thrive in a fast-paced, global organization and be passionate about delivering exceptional customer experiences.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-level to senior customer support management role with significant team leadership and strategic planning responsibilities

Reporting Structure: Reports directly to the Vice President of Customer Support or a similar executive role

Technical Impact: Directly influences the quality and efficiency of customer support processes, ensuring high customer satisfaction and incident resolution

Growth Opportunities:

Team member development and coaching to build a high-performing customer support team
Process improvement and innovation to drive continuous improvement in customer support quality and efficiency
Strategic planning and execution to ensure alignment with OneSpan's business objectives and industry trends

📝 Enhancement Note: The role offers significant opportunities for professional growth and development, with a strong focus on team leadership, strategic planning, and continuous improvement. The ideal candidate will be eager to take on new challenges and drive customer support excellence.

🌐 Work Environment

Office Type: Hybrid work environment with a combination of on-site and remote work options

Office Location(s): Montréal, Quebec, Canada

Workspace Context:

Collaborative workspace with a strong focus on team communication, knowledge sharing, and continuous learning
Modern office equipment and tools to support efficient and productive work
Flexible work arrangements to accommodate individual work preferences and lifestyle needs

Work Schedule: Flexible work hours with on-call duties as required to ensure 24/7 customer support coverage

📝 Enhancement Note: OneSpan offers a flexible and collaborative work environment, with a strong focus on team communication, knowledge sharing, and continuous learning. The ideal candidate will thrive in a dynamic and fast-paced work environment and be committed to delivering exceptional customer support experiences.

📄 Application & Technical Interview Process

Interview Process:

Initial phone or video screen to assess communication skills and cultural fit
In-depth behavioral interview to evaluate leadership, problem-solving, and customer support skills
Technical assessment to assess knowledge of customer support processes, tools, and best practices
Final interview with senior leadership to discuss career growth, team fit, and company culture

Portfolio Presentation Strategy:

Highlight customer support achievements and impact on customer satisfaction and process improvement
Demonstrate a strong understanding of customer support processes, policies, and tools
Showcase experience with customer support software and tools
Provide examples of customer support process improvements or innovations

Technical Challenge Preparation:

Brush up on customer support processes, policies, and best practices
Practice common customer support scenarios and problem-solving techniques
Prepare for behavioral interview questions focused on leadership, team management, and customer support skills

📝 Enhancement Note: The interview process is designed to evaluate the ideal candidate's customer support expertise, leadership skills, and cultural fit. The ideal candidate will be prepared to discuss their customer support experience, showcase their portfolio, and demonstrate their problem-solving skills in a technical assessment.

🛠️ Technology Stack & Web Infrastructure

Customer Support Software and Tools:

ServiceNow for customer support ticket management, incident tracking, and workflow automation
CRM systems for customer relationship management and sales pipeline tracking
ITSM tools for incident management, problem tracking, and change management
Collaboration and communication tools for team communication, knowledge sharing, and project management

📝 Enhancement Note: OneSpan leverages a comprehensive technology stack to support its customer support operations, ensuring efficient incident management, customer relationship management, and team collaboration.

👥 Team Culture & Values

Customer Support Values:

Customer focus and commitment to exceptional customer support experiences
Continuous improvement and a strong drive for process optimization and innovation
Collaboration and a commitment to knowledge sharing, teamwork, and cross-functional collaboration
Adaptability and a willingness to learn, grow, and adapt to new challenges and technologies

Collaboration Style:

Cross-functional integration between customer support, product, engineering, sales, and marketing teams
Code review culture and peer programming practices for customer support process improvement and incident management
Knowledge sharing and mentoring practices to drive continuous learning and skill development

📝 Enhancement Note: OneSpan fosters a collaborative and customer-focused work environment, with a strong emphasis on knowledge sharing, teamwork, and continuous learning. The ideal candidate will be committed to delivering exceptional customer support experiences and driving process improvement through collaboration and innovation.

⚡️ Challenges & Growth Opportunities

Technical Challenges:

Customer support process optimization to drive continuous improvement in customer satisfaction and incident resolution
Customer support software and tool implementation to ensure efficient incident tracking, management, and resolution
Customer support team management to drive high performance, engagement, and job satisfaction

Learning & Development Opportunities:

Customer support training and certification to enhance skills, knowledge, and career advancement opportunities
Conference attendance, community involvement, and networking to stay current with industry trends, best practices, and emerging technologies
Mentoring and coaching to develop customer support team members and drive career growth and development

📝 Enhancement Note: The role presents significant challenges and growth opportunities, with a strong focus on customer support process optimization, team management, and continuous learning. The ideal candidate will be eager to take on new challenges, drive process improvement, and develop their customer support skills and career.

💡 Interview Preparation

Technical Questions:

Customer support process questions focused on incident management, problem tracking, and change management
Customer support software and tool questions focused on ticket management, workflow automation, and customer relationship management
Customer support leadership and team management questions focused on team building, engagement, and performance optimization

Company & Culture Questions:

Customer support culture and values focused on customer focus, continuous improvement, and collaboration
Customer support team structure and dynamics focused on cross-functional collaboration, knowledge sharing, and process optimization
Customer support career growth and development focused on training, certification, and career advancement opportunities

Portfolio Presentation Strategy:

Highlight customer support achievements and impact on customer satisfaction and process improvement
Demonstrate a strong understanding of customer support processes, policies, and tools
Showcase experience with customer support software and tools
Provide examples of customer support process improvements or innovations

📝 Enhancement Note: The interview process is designed to evaluate the ideal candidate's customer support expertise, leadership skills, and cultural fit. The ideal candidate will be prepared to discuss their customer support experience, showcase their portfolio, and demonstrate their problem-solving skills in a technical assessment.

📌 Application Steps

To apply for this web development/server administration position:

Submit your application through the application link
Prepare for the initial phone or video screen by brushing up on your communication skills and customer support experience
Research the company and its customer support culture to demonstrate your cultural fit and commitment to exceptional customer support experiences
Update your resume to highlight your customer support experience, skills, and achievements
Prepare for the in-depth behavioral interview by practicing common customer support scenarios and problem-solving techniques
Prepare for the technical assessment by brushing up on customer support processes, policies, and best practices
Prepare for the final interview with senior leadership by researching the company's customer support culture, team structure, and career growth opportunities

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Manager, Customer Support