Software Customer Service Manager
Top Benefits
About the role
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Software Customer Service Manager based in Canada. This role sits at the intersection of customer success, technical support, and software service delivery within mission-critical public safety environments. You will be responsible for ensuring customers successfully adopt and operate complex software and cloud-based video solutions, while maintaining high levels of satisfaction and operational performance. The position combines hands-on technical coordination with strategic customer relationship management, acting as a trusted advisor to public safety organizations. You will collaborate closely with engineering, product, deployment, and support teams to resolve complex issues and optimize service outcomes. Operating in a fast-paced, high-impact environment, you will play a key role in ensuring system reliability and continuous improvement. This is an opportunity to directly influence customer success in solutions that support safer communities. \n
Accountabilities: Manage day-to-day execution of customer service contracts, ensuring all obligations are met and service levels are consistently delivered across software and cloud-based solutions. Coordinate cross-functional collaboration with sales, engineering, deployment, support, and product teams to resolve complex technical issues and ensure seamless customer experiences. Lead escalation management efforts, reducing time to resolution and ensuring effective handling of critical incidents and service disruptions. Oversee software deployments, upgrades, field changes, and system reconfigurations, ensuring best practices and quality standards are applied. Act as a trusted technical advisor to customers by translating complex technical challenges into clear solutions and actionable plans. Monitor service performance, generate reporting insights, and ensure continuous improvement across customer environments and service delivery processes. Requirements: 5+ years of experience in software customer service, technical support, deployment, or managed services, ideally within enterprise software or public safety technology environments. Strong understanding of software systems, cloud deployments, APIs, system integration, and software architecture principles. Experience working with customer success, engineering, or field service teams in complex, multi-stakeholder environments. Ability to manage escalations, prioritize competing demands, and drive resolution of high-impact technical issues. Strong communication skills with the ability to explain technical concepts clearly to both technical and non-technical audiences. Familiarity with Agile methodologies and software deployment best practices is considered an asset. Post-secondary education in IT, technology, or a related field is preferred. Benefits: Competitive salary aligned with experience, with a range typically between CAD $100,000 and $135,000. Flexible remote work options across Canada, supporting work-life balance and autonomy. Comprehensive health and wellness insurance coverage. Exposure to mission-critical, large-scale public safety technology environments. Professional growth opportunities through complex technical projects and cross-functional collaboration. Inclusive and people-first culture focused on diversity, equity, and belonging. Travel opportunities (25–50%) depending on project and customer needs.
\n How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1
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Software Customer Service Manager
Top Benefits
About the role
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Software Customer Service Manager based in Canada. This role sits at the intersection of customer success, technical support, and software service delivery within mission-critical public safety environments. You will be responsible for ensuring customers successfully adopt and operate complex software and cloud-based video solutions, while maintaining high levels of satisfaction and operational performance. The position combines hands-on technical coordination with strategic customer relationship management, acting as a trusted advisor to public safety organizations. You will collaborate closely with engineering, product, deployment, and support teams to resolve complex issues and optimize service outcomes. Operating in a fast-paced, high-impact environment, you will play a key role in ensuring system reliability and continuous improvement. This is an opportunity to directly influence customer success in solutions that support safer communities. \n
Accountabilities: Manage day-to-day execution of customer service contracts, ensuring all obligations are met and service levels are consistently delivered across software and cloud-based solutions. Coordinate cross-functional collaboration with sales, engineering, deployment, support, and product teams to resolve complex technical issues and ensure seamless customer experiences. Lead escalation management efforts, reducing time to resolution and ensuring effective handling of critical incidents and service disruptions. Oversee software deployments, upgrades, field changes, and system reconfigurations, ensuring best practices and quality standards are applied. Act as a trusted technical advisor to customers by translating complex technical challenges into clear solutions and actionable plans. Monitor service performance, generate reporting insights, and ensure continuous improvement across customer environments and service delivery processes. Requirements: 5+ years of experience in software customer service, technical support, deployment, or managed services, ideally within enterprise software or public safety technology environments. Strong understanding of software systems, cloud deployments, APIs, system integration, and software architecture principles. Experience working with customer success, engineering, or field service teams in complex, multi-stakeholder environments. Ability to manage escalations, prioritize competing demands, and drive resolution of high-impact technical issues. Strong communication skills with the ability to explain technical concepts clearly to both technical and non-technical audiences. Familiarity with Agile methodologies and software deployment best practices is considered an asset. Post-secondary education in IT, technology, or a related field is preferred. Benefits: Competitive salary aligned with experience, with a range typically between CAD $100,000 and $135,000. Flexible remote work options across Canada, supporting work-life balance and autonomy. Comprehensive health and wellness insurance coverage. Exposure to mission-critical, large-scale public safety technology environments. Professional growth opportunities through complex technical projects and cross-functional collaboration. Inclusive and people-first culture focused on diversity, equity, and belonging. Travel opportunities (25–50%) depending on project and customer needs.
\n How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1