📍 Job Overview

Job Title: Manager, Technical Customer Support
Company: Acuity Insights
Location: Vancouver, British Columbia, Canada
Job Type: Remote (Canada)
Category: Managerial, Technical Customer Support
Date Posted: June 19, 2025
Experience Level: 5-10 years
Remote Status: Remote (Canada)

🚀 Role Summary

Lead and manage a high-performing Tier 2 support team, driving operational excellence and scalability.
Modernize support processes, implement better systems, and guide a cultural shift towards adaptability and operational maturity.
Collaborate with cross-functional teams to improve client satisfaction and product quality.
Champion the future of customer support at Acuity Insights, helping to shape its evolution as the company scales.

📝 Enhancement Note: This role requires a proven support leader with a coaching mindset, an eye for scalable systems, and a desire to help people and processes evolve together. The ideal candidate will have experience in B2B SaaS environments and be comfortable driving change and embracing data-driven decision-making.

💻 Primary Responsibilities

Team Leadership: Lead, coach, and mentor a team of experienced support professionals, fostering a culture of growth and continuous improvement.
Process Improvement: Modernize support processes, reduce manual effort, and embrace data and AI to increase capacity and efficiency.
Cross-Functional Collaboration: Work closely with Engineering, Product, and Customer Success teams to close the loop between client issues and product decisions.
Data-Driven Decision Making: Establish metrics, interpret data, and use insights to guide behavior, highlight priorities, and advocate for change.
Change Management: Guide a shift towards smarter, more scalable support, reducing manual effort, and building a more resilient function as the client base and product surface area grow.

📝 Enhancement Note: The successful candidate will have experience in people leadership, support operations, and driving change in a B2B SaaS environment. They will be comfortable working with data, collaborating across teams, and coaching team members to grow and develop.

🎓 Skills & Qualifications

Education: Bachelor's degree in a related field or equivalent experience. Relevant certifications or advanced degrees are a plus.

Experience: 5-10 years of experience in technical customer support, with at least 3 years in a leadership role. Proven experience managing a support team in a B2B SaaS environment.

Required Skills:

Proven people leadership skills, with experience coaching and managing teams.
Strong support operations fluency, with a track record of improving core support processes and ticket workflows.
Demonstrated ability to lead through change, with a trust-first approach and a focus on building buy-in.
Comfort with data and metrics, with the ability to establish metrics, interpret data, and use insights to guide behavior.
Excellent cross-functional communication and collaboration skills, with experience working closely with Engineering, Product, and Customer Success teams.

Preferred Skills:

Experience with AI and automation tools in a support environment.
Familiarity with health education programs or healthcare technology.
Knowledge of relevant support ticketing systems and tools.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Detailed case studies demonstrating your experience in managing and improving support processes, with a focus on scalability and data-driven decision-making.
Examples of your coaching and mentoring approach, highlighting the growth and development of team members under your leadership.
Evidence of your ability to collaborate effectively with cross-functional teams, with a focus on driving client satisfaction and product quality.

Technical Documentation:

Detailed documentation of your support processes, including ticket workflows, SLAs, escalation paths, and any relevant metrics or KPIs.
Examples of your approach to data analysis and interpretation, with a focus on using insights to drive decision-making and improve support performance.

📝 Enhancement Note: While a formal web portfolio is not required for this role, candidates should be prepared to provide detailed examples of their experience and accomplishments during the interview process.

💵 Compensation & Benefits

Salary Range: $100,000 - $110,000 CAD per year, within a broader internal pay band. The final offer will reflect experience, scope, market alignment, and internal equity.

Benefits:

Learning budget: $3,000 annually for professional or personal development.
Employee stock options as part of the company's shared growth.
Generous time off: Two-week company-wide closure in December, self-directed vacation (most take 4-6 weeks), and one Friday off per month from February to November.
Health benefits: Comprehensive coverage from day one for you and any dependents via Equitable Life of Canada and Nivati.
Retirement planning: GRSP matching program with up to 2% salary contribution.
Parental leave: 16-week top-up beyond EI, no matter your role in growing your family.

Working Hours: Full-time, with a flexible work arrangement that allows for remote work within Canada, with up to 6 weeks per year to work internationally.

🎯 Team & Company Context

🏢 Company Culture

Industry: Health education technology, with a focus on supporting learners and educators through technical clarity, efficiency, and care.

Company Size: Medium-sized company with a remote-first culture, employing over 130 people across North America, the U.K., Australia, New Zealand, and Saudi Arabia.

Founded: 2021, following the unification of Altus Assessments and One45.

Team Structure:

The Client Empowerment team, led by the Manager, Technical Customer Support, is part of the broader Customer Success organization.
The team works closely with Engineering, Product, Learning & Enablement, and Business Operations to deliver exceptional client support and drive product improvement.

Development Methodology:

Agile methodologies, with a focus on continuous improvement and data-driven decision-making.
Regular team scoops, queue reviews, and 1:1 meetings to foster collaboration and growth.
A culture of learning, balance, and belonging, with a commitment to inclusion and flexibility.

Company Website: Acuity Insights

📝 Enhancement Note: Acuity Insights is a purpose-driven organization, committed to uncovering and nurturing the potential of its employees, clients, and the learners and educators it serves. The company values caring, curiosity, and drive, and fosters a culture of growth, balance, and belonging.

📈 Career & Growth Analysis

Web Technology Career Level: Managerial, with a focus on people leadership, process improvement, and cross-functional collaboration. This role offers the opportunity to drive meaningful change and shape the future of customer support at Acuity Insights.

Reporting Structure: The Manager, Technical Customer Support, reports directly to the Director of Customer Success and collaborates closely with managers of Customer Success, Engineering, Product, Learning & Enablement, and Business Operations.

Technical Impact: This role has a significant impact on client satisfaction, product quality, and the overall success of Acuity Insights. The successful candidate will drive operational excellence, improve support processes, and champion a culture of continuous improvement.

Growth Opportunities:

Team Leadership: Expand your leadership skills and experience by managing and coaching a high-performing support team.
Process Improvement: Develop your expertise in support operations and process improvement, driving scalability and efficiency in a growing organization.
Cross-Functional Collaboration: Enhance your ability to work effectively with cross-functional teams, driving client satisfaction and product improvement.
Data-Driven Decision Making: Build your skills in data analysis and interpretation, using insights to guide behavior and drive change.
Change Management: Refine your ability to lead through change, building buy-in and driving operational maturity in a dynamic environment.

📝 Enhancement Note: Acuity Insights is committed to supporting the growth and development of its employees. The company offers a learning budget, regular coaching and feedback, and opportunities for career progression within the organization.

🌐 Work Environment

Office Type: Remote-first, with a flexible work arrangement that allows for remote work within Canada, with up to 6 weeks per year to work internationally.

Office Location(s): Vancouver, British Columbia, Canada, with team members located across North America, the U.K., Australia, New Zealand, and Saudi Arabia.

Workspace Context:

A remote work environment with a focus on collaboration, communication, and work-life balance.
Regular team meetings and one-on-ones to foster connection and growth.
A culture of learning, with opportunities for professional development and skill-building.

Work Schedule: Full-time, with a flexible work arrangement that allows for remote work within Canada, with up to 6 weeks per year to work internationally. The work schedule is designed to balance work and personal responsibilities, with a focus on results and outcomes rather than hours worked.

📝 Enhancement Note: Acuity Insights is committed to fostering a remote-first culture that prioritizes connection, collaboration, and work-life balance. The company offers generous time off, a learning budget, and health benefits to support the well-being and growth of its employees.

📄 Application & Technical Interview Process

Interview Process:

Recruiter Screen: A phone call with a recruiter to learn more about your background, goals, and fit for the role.
Leadership Conversations: Conversations with the Director of Customer Success and a peer leader to explore your relevant experiences, leadership approach, and how you'd navigate the realities of the role through scenario-based questions.
Team Conversations: Meetings with future peers and collaborators from across the company, focusing on key themes such as technical or behavioral skills and understanding your experience at Acuity Insights.
Decision & Follow-Up: After consolidating feedback, the hiring manager makes a decision, typically within 2-4 business days.
Offer Conversation & References: If it's a mutual match, Acuity Insights will invite you to a conversation to walk through the offer. Any offer is contingent on completing a reference check.

Portfolio Review Tips:

Highlight your experience in managing and improving support processes, with a focus on scalability and data-driven decision-making.
Showcase your coaching and mentoring approach, demonstrating the growth and development of team members under your leadership.
Provide examples of your ability to collaborate effectively with cross-functional teams, with a focus on driving client satisfaction and product quality.

Technical Challenge Preparation:

Brush up on your knowledge of support ticketing systems and tools, with a focus on process improvement and data-driven decision-making.
Familiarize yourself with the health education technology industry and Acuity Insights' products and services.
Prepare for scenario-based questions that focus on your leadership approach, problem-solving skills, and ability to drive change in a dynamic environment.

📝 Enhancement Note: Acuity Insights is committed to making the interview process thoughtful, transparent, and worthwhile for candidates. The company aims to provide a meaningful insight into the role, team, and organization, while also giving candidates the opportunity to assess their fit and potential for growth.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable for this role.

Backend & Server Technologies:

Ticketing System: Zendesk, with custom integrations and workflows.
CRM: Salesforce, with custom integrations and reporting.
Data Analysis: Tableau, with custom dashboards and reports.
Collaboration Tools: Slack, Google Workspace, and Microsoft Teams.

Development & DevOps Tools:

Version Control: Git, with a focus on collaboration and code review.
CI/CD Pipelines: Jenkins, with automated deployment and testing.
Monitoring Tools: Datadog, with real-time alerts and performance tracking.

📝 Enhancement Note: While this role does not have a direct focus on web development or server administration, the successful candidate will be comfortable working with relevant technologies, tools, and infrastructure to drive operational excellence and improve client satisfaction.

👥 Team Culture & Values

Web Development Values:

Caring: Prioritize the well-being and growth of team members, clients, and learners.
Curiosity: Embrace a growth mindset, continuously learning and improving.
Drive: Take ownership, deliver results, and champion the future of customer support.

Collaboration Style:

Cross-Functional Integration: Work closely with Engineering, Product, and other teams to improve client satisfaction and product quality.
Code Review Culture: Foster a culture of learning and improvement through regular code reviews and peer programming.
Knowledge Sharing: Encourage a culture of learning and growth, with regular team meetings, training, and mentoring opportunities.

📝 Enhancement Note: Acuity Insights is committed to fostering a culture of caring, curiosity, and drive. The company values learning, balance, and belonging, and prioritizes the well-being and growth of its employees, clients, and the learners and educators it serves.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Process Improvement: Streamline support processes, reduce manual effort, and embrace data and AI to increase capacity and efficiency.
Data-Driven Decision Making: Establish metrics, interpret data, and use insights to guide behavior, highlight priorities, and advocate for change.
Change Management: Guide a shift towards smarter, more scalable support, reducing manual effort, and building a more resilient function as the client base and product surface area grow.

Learning & Development Opportunities:

Team Leadership: Expand your leadership skills and experience by managing and coaching a high-performing support team.
Process Improvement: Develop your expertise in support operations and process improvement, driving scalability and efficiency in a growing organization.
Cross-Functional Collaboration: Enhance your ability to work effectively with cross-functional teams, driving client satisfaction and product improvement.
Data-Driven Decision Making: Build your skills in data analysis and interpretation, using insights to guide behavior and drive change.
Change Management: Refine your ability to lead through change, building buy-in and driving operational maturity in a dynamic environment.

📝 Enhancement Note: Acuity Insights is committed to supporting the growth and development of its employees. The company offers a learning budget, regular coaching and feedback, and opportunities for career progression within the organization.

💡 Interview Preparation

Technical Questions:

Leadership: Describe your experience managing and coaching a support team, with a focus on process improvement, data-driven decision-making, and driving change.
Problem-Solving: Walk through a scenario-based question that focuses on your ability to lead through change, build buy-in, and drive operational maturity in a dynamic environment.
Cross-Functional Collaboration: Discuss your experience working with cross-functional teams, with a focus on driving client satisfaction and product improvement.

Company & Culture Questions:

Company Fit: Explain why you're interested in Acuity Insights and how your skills and experience align with the company's mission and values.
Team Dynamics: Describe your approach to team dynamics, with a focus on fostering a culture of learning, growth, and collaboration.
Growth Mindset: Share an example of a time when you embraced a growth mindset, learned from a challenge, and drove improvement in a support process or team dynamic.

Portfolio Presentation Strategy:

Highlight your experience in managing and improving support processes, with a focus on scalability and data-driven decision-making.
Showcase your coaching and mentoring approach, demonstrating the growth and development of team members under your leadership.
Provide examples of your ability to collaborate effectively with cross-functional teams, with a focus on driving client satisfaction and product quality.

📝 Enhancement Note: Acuity Insights is committed to providing a meaningful and insightful interview process for candidates. The company aims to give candidates the opportunity to assess their fit and potential for growth, while also gaining a deep understanding of the role, team, and organization.

📌 Application Steps

To apply for this Manager, Technical Customer Support position at Acuity Insights:

Submit Your Application: Click the 'Apply Now' button on the job listing to submit your application.
Customize Your Portfolio: Tailor your portfolio to highlight your experience in managing and improving support processes, with a focus on scalability and data-driven decision-making. Include examples of your coaching and mentoring approach, as well as your ability to collaborate effectively with cross-functional teams.
Optimize Your Resume: Highlight your relevant experience, skills, and accomplishments, with a focus on people leadership, support operations, and driving change in a B2B SaaS environment. Use relevant keywords and phrases to optimize your resume for ATS systems.
Prepare for Technical Interviews: Brush up on your knowledge of support ticketing systems and tools, with a focus on process improvement and data-driven decision-making. Familiarize yourself with the health education technology industry and Acuity Insights' products and services. Prepare for scenario-based questions that focus on your leadership approach, problem-solving skills, and ability to drive change in a dynamic environment.
Research the Company: Learn about Acuity Insights' mission, values, and culture. Understand the company's products, services, and commitment to supporting learners and educators through technical clarity, efficiency, and care.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with Acuity Insights before making application decisions.

Manager, Technical Customer Support