Customer support manager Jobs in Montreal, QC

Manager, Customer Support

We’re Quandri, our mission is to unlock the world’s insurance data so brokerages and agencies can best serve their clients. Our Renewal Intelligence Platform is designed to help brokerages save time, increase profitability, and drive better outcomes for their staff, clients, and business.

We saw 3x ARR growth last year and have plans to continue to grow both revenue and our team this year. Named one of LinkedIn’s Top Canadian Startups in 2024, we have already made a big impact on the insurance industry. However, what matters most is making our customer’s lives better one renewal at a time. We want you to be a critical part of that journey! We’re a hybrid company, with ⅔ of our team in Vancouver and the rest distributed. For those in Vancouver, we have an office in Gastown that we expect people to be at three days a week. We understand both the advantages of some flexibility around personal lives, and the positive interpersonal effects of in-person collaboration.

Running a profitable personal lines book of business is harder than ever for insurance brokerages. Market conditions, rising costs, talent shortages, and staffing constraints are just some of the challenges that hinder profit margins, scalability, and exceptional client service. Trusted by 5 of Canada’s top 10 brokerages, Quandri is transforming the renewal process with AI-driven automation, enabling proactive workflows and delivering data-driven insights.

Today’s renewal process is often reactive, with brokers focusing on clients who request help rather than adopting a proactive, data-driven approach. Quandri is revolutionizing renewals by offering a platform that uses AI and automation to streamline operations. This allows brokerages to retain more business, enhance client and staff experiences, reduce E&O risk, and boost sales through upselling and cross-selling.

Looking to make an impact in your next role? How about transforming an entire industry? At Quandri, we’re unlocking new frontiers in insurance. To do that, we model our culture as a crew of interstellar astronauts. As Quandronauts, we’re committed to building a company that is diverse and multi-faceted. We’ve raised venture capital from top US and Canadian investors to help us achieve our mission, and are now scaling to achieve this.

What you’ll do :

• Oversee the ticket management process, ensuring effective investigation, troubleshooting, and diagnosing technical issues; effectively communicating solutions to customers in a clear and concise manner
• Balance your role as a player and coach : work alongside your team by spending time in the support queue and resolving tickets
• Lead the creation and maintenance of customer-facing help documentation, internal support guides, and training resources to enhance team efficiency and self-service capabilities
• Identify opportunities to improve the Support team's processes, aiming to drive greater efficiency and establish scalable workflows
• Set performance expectations, monitor KPIs, and drive accountability across the team
• Establish and maintain robust support workflows, timelines, and escalation procedures to ensure efficient handling and resolution of all customer tickets
• Act as the escalation point for incident response management or complex issues, guiding root cause analysis and ensuring timely and effective resolutions.
• Ensure that every interaction reflects our company values and leaves a positive impression
• Partner with Product and Engineering to surface customer feedback, identify product issues, and advocate for feature enhancements that improve the user experience
• Leverage ticket data and customer insights to identify trends, improve processes, and inform support strategies.
• Evaluate, deploy, and manage automation solutions and AI-based tools to enhance support workflows, reduce manual effort, and improve response quality and speed
• Mentor and coach support team members, providing feedback and career development guidance
• Hire and onboard new team members to support our growth trajectory

The right person for this role will have :

Bonus points if you have :

Our guiding principles :

Compensation And Benefits

Quandri is dedicated to fostering a diverse and inclusive workplace. As an equal opportunity employer, Quandri adheres to Canadian labour laws and does not engage in discrimination based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other status protected under Canadian law.

Don’t let imposter syndrome stop you from applying. Great people sometimes don’t have the “right” experience. If you think that you’ll be amazing at this role then we encourage you to apply.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Other

Industries

Hospitality, Food and Beverage Services, and Retail

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