Support Operations Consultant (SaaS)

Location: Onsite (Toronto, ON)

Duration: 2 months

Pay Rate: $50-61/hour (T4) OR $60-68/hour (Inc)

We're seeking a Support Operations Consultant to help consolidate and standardize operational processes across our Tier 1 markets. If you've got experience in SaaS support operations and have led or worked closely with BPO teams, this short-term, high-impact opportunity could be for you.

About the Project:

This role focuses on building a single source of truth for Standard Operating Procedures (SOPs) across Canada, the US, and Australia. You'll be finalizing existing SOPs, partnering with international teams (UK & AUS), and delivering a clear, consistent framework for global support operations.

Top Priorities in the First 90 Days:

• Join partner and SOP meetings, shadow international teams (UK & AUS), and quickly ramp up on in-flight work.
• Finalize and standardize SOP documentation across all core markets.
• Collaborate closely with BPO teams and internal stakeholders to align on process execution.

What You Bring:

• 2-3 years of SaaS support operations experience
• Experience at the leadership or delivery level (not front-line support)
• Background in supporting SaaS products (tech or customer support)
• Proven experience working with or leading BPO/call center teams
• Strong understanding of SOPs (creating, documenting, or implementing)
• Ability to partner with training teams and hold vendors accountable
• Comfort with basic admin tools/software and cross-functional communication