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

• C ollaborate 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  [email protected]. 

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.