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Senior Manager, Customer Support



Customer Service, Sales & Business Development
Posted on Wednesday, May 22, 2024
Guusto is on a mission to create amazing workplace cultures, so people get to love where they work.
We help HR leaders build employee recognition programs, so their people feel appreciated, engaged and inspired.
We are on an exciting trajectory, having seen over 400% growth since 2020 and are now the #1 highest rated recognition and rewards platform on G2 & Capterra with 3000+ 5 star reviews. We power programs for thousands of clients like Canada Life, Levi’s, Staples USA, Maple Leaf Sports & Entertainment, Fairmont Hotels and more.
As the leader of our Customer Support team, you can expect to work with some amazingly talented people invested in your growth and development. The Customer Support team is our first point of contact with users and administrators using our platform, and our excellent Customer Support is truly a point of pride in how we differentiate ourselves from our competitors in the recognition industry.
As a collaborative and small team, we are looking for someone to provide leadership to the incredible Support Team and build out our Support function. This role has a lot of room for growth and advancement as we continue to build out our Support team and expand our business.

The Details

  • Salary: $85,000 - $105,000
  • Job Type: FT
  • Remote: Yes
  • Unlimited Vacation & Personal Leave (2 Weeks minimum)
  • Health and Mental Wellness Benefits
  • Employee Health and Wellness Spending Account
  • Home Office Budget & Monthly Internet Stipend
  • Annual Learning & Development Budget, Unlimited Book Budget
  • Team Recognition Budget
  • Company Laptop

In the first 3 months, you will...

  • Review current Customer Support practices and procedures
  • Meet the rest of the Customer Support team and learn about their current process
  • Build relationships with the members of the Support team, begin weekly 1-on-1 meetings, and learn what it means to be a manager at Guusto
  • Understand our current state in terms of ticket segmenting, bug reporting, help centre, customer reviews, and other projects underway on the Support team and create a roadmap to continue building out our Support function
  • Learn our current Support process with bug reporting in JIRA and Confluence

In the first 12 months, you will...

  • Have led the Support Team to execute on your roadmap to continue implementing best practices to support our customers
  • Have led the Support Team to ensure our help centre is always up to date with the newest features and improvements to our product
  • Keep team members up to date on best practices, new support strategies and tools
  • Look at how to expand the Support team and processes at Guusto
  • Mentor and train all new team members on how to best support our customers

What to Expect

  • Application: your profile will be reviewed within a week, and you'll hear back from us no matter what (no ghosting!). We aim to respond to every applicant within 10 business days. If you haven’t heard from us within 2 weeks, feel free to reach out!
  • Initial Interview: a 30-minute interview with Julia (hi, that’s me!) to discuss your background, Guusto, the role, and answer your questions about Guusto.
  • Panel Interview: a 60-minute interview for you to learn more about the support team and the specific role. We will learn more about your Support experience as well as your experience managing a team.
  • Final Interview: a 30-minute interview with one of our Co-Founders. This will be an opportunity to evaluate your values and ensure there is alignment. It will also be an opportunity for you to ask any last questions you have for us.
  • Reference & Background Check: At this point, we will ask for some references to call and will send over a background check as part of our due diligence.
  • Offer: Ideally, this is the part where we make the offer, you accept, and we all celebrate!
Additional Application Information
We are a fully remote organization with employees in multiple cities and provinces. We are happy to accept applications from anyone able to work in Canada!
We strive to be an inclusive workplace free of harassment and discrimination for folks of all backgrounds and identities. We are an organization committed to Diversity, Equity, Inclusion, and Belonging, and strive to incorporate DEIB at all stages of our candidate and employee experience. Further, if there are any accommodations we can provide to make your experience interviewing with Guusto more accessible and inclusive, please let us know in your application or by email (
Guusto acknowledges that we were founded and many members of our team continue to work on the unceded territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and Sel̓íl̓witulh (Tsleil-Waututh) Nations. Click here to learn more about this.