Rise to the challenge

Rise is Canada's complete people management solution that gives employers everything they need to build loyal and productive teams—all in one place. We collaborate and co-create to build solutions that completely change how companies of all shapes and sizes manage their payroll, scheduling, time tracking, group benefits, recruitment, onboarding, and more.

At Rise, we're changing how work happens and how people work. We'd love for you to join us and experience the most positive, challenging, and transformative part of your career.

About the role

Thousands of Canadian businesses rely on Rise every month to pay and manage their people. When they have questions, run into challenges, or need advice, they come to our Client Support team for help.

We're looking for a hands-on Manager, Client Support who leads from inside the queue — coaching in the thread, owning hard escalations, and running the operational rhythm that keeps a support team sharp.

The day-to-day

• Hire, train, and lead a team of exceptionally effective support agents.

• Own the hardest escalations end-to-end, including direct client emails and calls when situations get sensitive.

• Define and evolve our processes, practices, and tools to make our support functions truly world-class.

• Mentor and develop the team through consistent coaching, training, and feedback.

• Monitor queue health, SLAs, and staffing; adjust as volume shifts.

• Use AI tools to accelerate resolution and expand what the team can handle.

• Track the metrics that matter (first-response time, time in queue by priority, reopen rate, CSAT) and report weekly.

• Partner with Product and Engineering to eliminate recurring issues at the root.

About you

• 4+ years in customer support, with 2+ years leading a team.

• Experience in payroll, HR tech, fintech, or similar regulated SaaS. You know why a missed employee payment can't wait until Monday.

• Player-coach mentality. You're ready and excited to roll up your sleeves as a manager and be a role model for your team.

• Strategic thinker. You build plans for capacity and volume rather than waiting for relief.

• Challenges the status quo and brings strategy over hope.

• Experience with performance management, including structured plans and follow-through.

• Comfortable adopting AI tools to speed up resolution and expand team output.

• Bonus: National Payroll Institute certification, completed or in progress.

• Bonus: Bilingual proficiency in French and English.

What Rise offers

• Rise is all about creating a positive company culture, both for our clients and our employees. We believe that happiness isn't the cause of employee engagement; it's the result.

• The base salary for this position is $70,000 - $90,000, depending on experience, plus stock options.

• We offer a remote work environment. On occasion, we may meet as a team or one-on-one in person.

• Rise believes that time off is just as important as time spent working. We offer 3 weeks of paid vacation, flexible personal wellness days, as well as one day off for your birthday and your work anniversary.

• We support your growth with a personal $1,000 learning and development budget to take courses, attend conferences, webinars, you name it!

• We offer no-wait benefits. This means that starting your first day, you have access to our comprehensive benefits package, which includes dental, eye care, and $2,000 in counselling coverage, among many other great health benefits.

At Rise, we care more about where you're headed, not where you've been. We encourage people of all ages, backgrounds, identities, and orientations to apply.