B2C Support & Engineering Manager

Job Summary

As the B2C Support & Engineering Manager you will lead our global B2C technical support operations ensuring a seamless customer experience through operational excellence efficient systems management and strong leadership.

You will be responsible for managing and developing a cross-functional team located in Canada Mexico and the Philippines .

This position combines hands-on operational oversight with strategic ownership of the systems processes and metrics that underpin the department including the HubSpot ticketing platform Amazon Shopify and NetSuite .

You will have full accountability for team performance customer satisfaction and continuous process improvement while collaborating closely with Sales Operations and R&D to maintain our reputation for technical excellence and responsive customer support.

You will report directly to the Director of Sales and will play a critical leadership role in shaping how Progressive Automations delivers post-sales technical service and customer support at scale.

Key Responsibilities

Team Leadership & Management

• Lead mentor and support a distributed team of 7 (Canada Mexico Philippines)
• Set clear expectations KPIs and performance standards to drive accountability and consistency.
• Maintain coverage and operational continuity across time zones.
• Support hiring onboarding and training for new team members to ensure consistent knowledge service and technical competency.
• Create a positive high-performing culture that encourages collaboration learning and ownership.

Operational Oversight

First Response SLA :

Systems & Process Ownership

Cross-Functional Collaboration

Required Skills and Experience

Who You Are and What You Bring to the Table

You are a decisive process-oriented leader who thrives on accountability and structure. You balance tactical awareness with strategic vision capable of managing daily operations while constantly seeking ways to improve systems workflows and outcomes.

You are hands-on when needed but you empower your team to perform independently. You take ownership of your department and act as the point person for performance metrics and results ensuring your Director can trust that the B2C Support & Engineering team runs smoothly and efficiently.

You communicate clearly build trust across departments and understand that great customer experiences come from well-designed processes and well-supported people.

What We Offer

Required Experience :

Manager

Key Skills

Hospitality Experience,Go,Management Experience,React,Redux,Node.js,AWS,Mechanical Engineering,Team Management,Leadership Experience,Mentoring,Distributed Systems

Employment Type : Full-Time

Department / Functional Area : Sales

Experience : years

Vacancy : 1