Manager, Global Client Support
Canada
Customer Success – Client Support /
Full Time /
Remote
Trackforce is the world's largest physical security workforce management SaaS company. Our technology provides physical security companies and corporations that employ guards with a single platform to manage their security workforce. We help improve response times, reduce administrative burdens, and lower
costs.
Today, Trackforce serves 3,000+ clients in over 45 countries. We have over 300 employees with offices in Montreal,
Paris, and London. However, we embrace being remote-first!
About the Role
We are looking for a Manager, Global Client Support to lead and optimize our support team. This role is responsible for driving standardization, enhancing operational efficiency, and ensuring a seamless support experience for our customers. The ideal candidate is metrics-driven, process-oriented, and passionate about improving agent productivity through playbooks, knowledge management, and daily performance oversight.
Key Responsibilities
- Operational Excellence – Establish and maintain standardized processes, workflows, and playbooks to drive consistency and efficiency in frontline support.
- Performance Metrics & Reporting – Track and analyze key support KPIs, including response times, resolution rates, customer satisfaction (CSAT), and agent productivity.
- Daily Management & Coaching – Oversee daily operations, monitor agent performance, and provide real-time coaching to improve service quality and efficiency.
- Knowledge Management – Develop and maintain a comprehensive knowledge base to empower agents and enhance self-service capabilities for customers.
- Productivity & Process Improvement – Identify bottlenecks, implement automation where possible, and continuously refine support workflows to improve agent efficiency.
- Collaboration & Best Practices – Work cross-functionally with Product, Engineering, and Customer Success to align support strategies and drive continuous improvement.
- Customer Experience Enhancement – Ensure timely, accurate, and high-quality support interactions to maximize customer satisfaction and retention.
Qualifications & Experience
- 3+ years of experience in customer support, with at least 1 year in a leadership or team lead role.
- Strong analytical skills with experience tracking and improving key support metrics.
- Proven ability to build and refine support processes, playbooks, and knowledge management systems.
- Experience with support tools such as Zendesk or similar platforms.
- Excellent communication, problem-solving, and coaching skills.
- Passion for operational efficiency, agent enablement, and customer satisfaction.
