Manager of Customer Support, Loopio
CA$88.1-117.5k
+ Equity
More information about location
RFP software provider
Job no longer available
RFP software provider
201-500 employees
Job no longer available
CA$88.1-117.5k
+ Equity
More information about location
201-500 employees
Company mission
To empower clients to shine in every response.
Role
Who you are
- 3+ years of experience in Customer Support, Technical Support, or Customer Experience, with prior experience providing support within a SaaS environment
- 2+ years of experience managing or leading customer-facing teams
- Strong experience managing complex customer issues and technical escalations
- Experience working cross-functionally with Product and Engineering teams
- Excellent communication skills and the ability to navigate complex customer situations with empathy and clarity
- Strong operational mindset with experience improving support processes and team efficiency
- A passion for coaching, developing teams, and building high-performing organizations
- Whether or not your experience ✅ checks off all the boxes on a job posting, we still encourage you to apply to ensure that your application receives a review from our team
What the job involves
- As our Manager, Customer Support, you will play a critical leadership role in delivering exceptional customer support experiences and strengthening product confidence across the customer journey
- This role is responsible for overseeing both our Customer Support and Technical Support functions, ensuring customers receive timely, high-quality assistance while continuously improving how we triage, escalate, and resolve issues
- You’ll lead a high-performing team of Customer Support and Technical Support Specialists, helping customers resolve challenges quickly while partnering closely with Product, Engineering, Customer Success, and Services teams to improve product quality and the overall customer experience
- This role combines people leadership, operational excellence, and cross-functional collaboration, and will continue to evolve as our support capabilities scale alongside Loopio’s growth
- Team Leadership & Enablement:
- Manage and mentor a team of Customer Support and Technical Support Specialists, ensuring clarity of roles, professional development, and performance alignment
- Create a collaborative, feedback-driven team culture focused on delivering exceptional customer experiences
- Act as an escalation point for complex customer issues and technical challenges
- Support team members in developing strong troubleshooting, communication, and problem-solving skills
- Customer Support Excellence:
- Own the execution and evolution of Loopio’s customer support strategy to ensure fast, reliable, and high-quality issue resolution
- Maintain strong performance across key support metrics including CSAT, response times, and resolution timelines
- Ensure consistent support experiences across customer segments and support channels
- Identify opportunities to improve support workflows, documentation, and internal enablement
- Technical Issue Management:
- Oversee the triage of product issues, including coordination with Product and Engineering teams
- Establish clear prioritization and escalation pathways for bugs and technical challenges impacting customers
- Drive strong feedback loops between Support, Product, and Engineering to ensure customer issues are clearly communicated and addressed
- Promote transparency and clarity around issue status to maintain customer trust and internal confidence
- Operational Excellence:
- Monitor ticket volume, team capacity, and workload distribution to ensure efficient support operations
- Develop reporting frameworks and KPIs that measure support quality, efficiency, and customer satisfaction
- Identify trends in customer issues and lead initiatives that improve processes, tooling, and internal collaboration
- Implement operational improvements that enable the team to scale alongside Loopio’s growing customer base
- Strategic Impact & Continuous Improvement:
- Champion the voice of the customer by surfacing product feedback and trends identified through support interactions
- Contribute to the broader Services strategy by identifying opportunities to improve product confidence and reduce recurring issues
- Partner with Customer Success, Professional Services, and Education teams to strengthen alignment across the customer journey
- Help shape the long-term vision for how Support evolves to support Loopio’s continued growth
Application process
- Deadline to apply: 27 March 2026 at 04:00 GMT
- At Loopio, we leverage artificial intelligence (AI) technology to enhance our recruitment process. These tools assist with tasks such as resume screening, drafting preliminary job descriptions, generating initial interview questions, transcription and occasionally sourcing prospective candidates
- AI is never used to make final hiring decisions; our use of AI serves to support repetitive and administrative tasks in order to streamline our hiring and recruitment workflows
Our take
Loopio provides RFP response software to companies in a variety of industries including healthcare, financial services and telecommunications. Its platform streamlines responses to proposal requests, requests for information and due diligence questionnaires, helping firms to improve sales efficiency and unlock growth opportunities.
The company boasts an impressive client list including DocuSign, PayPal and American Express. Loopio expects its client base to continue growing, bolstered by a 2023 independent study that shows that clients of the company can experience a three-year return on investment alongside almost $6 million in business benefits.
Loopio has used funding to accelerate product development and customer acquisition, as well as expand its team. It has also partnered with Door, a digital due diligence platform for asset management and research teams. This partnership exemplifies a mature caution in Loopio's expansion aims, helping them to keep in control of their growing business.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (2 rounds)
Apr 2021
$200m
GROWTH EQUITY VC
Feb 2018
$8.7m
SERIES A
Total funding: $208.7m
Company benefits
- Robust Health Benefits
- Extended Parental Leave
- Employee Stock Options
- Professional Mastery Budget
- Remote Work Subsidies
- Annual Company Retreat
- Generous Paid Time Off Program
- Team Socials
Company HQ
Downtown Yonge East, Toronto, ON
Leadership
Zak Hemraj
(Co-Founder & CEO)Prior to co-founding Loopio, Zak spent 8 years at Achievers, joining as a Software Developer before moving into the role of Sales Engineer an then Manager and Team Lead of Software Development.
Matt York
(Co-Founder & CTO)Matt previously worked as a VP of Engineering at Top Hat and as a Software Developer & Manager at Achievers.
Salary benchmarks
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