Univeris has been successfully building and modernizing wealth management software for over 30 years. We are the go-to solution for many financial services firms (e.g., mutual fund dealers, securities dealers, wealth management firms and insurance companies) that want to stay competitive in an intriguingly digital world. 5 million investors in 12 countries have converted to our money-managed platform—with over $450B in Assets Under Administration. Because we have the technology to streamline portfolio management, drive efficiencies and improve productivity. We're looking for people who are creative, get excited by new opportunities to learn and grow and feel at home by an organization that supports them. Reporting to the Chief Technology Officer, the Customer Support Manager will oversee day-to-day operations of the customer support organization, managing both customer support analysts and technical support team members. This role will involve people management, client communication, ownership of support team objectives, tracking and reporting of team metrics, collaboration with other departments, and continuous improvement of customer support methodologies. Manage day-to-day operations of the customer support organization Ownership of support team objectives and metrics tracking with accountability for planning and meeting organizational and departmental objectives and goals Ownership of quality as it pertains to changes delivered by the support organization Collaboration with other departments to gain support for customer support team objectives and assist other departments in meeting their objectives Client communications, providing proactive updates and responding to client escalations, directly managing escalated support tickets People management for all Customer Support team members Identifying approaches to continuously improve the customer support team including setting interim goals to address groupings of tickets with similar themes and resolutions Backing up customer support analysts during high volume periods and team member absences Bachelor's degree or a combination of education and experience in Engineering, Information Systems, or Business Administration ~3+ years of experience in a customer or technical support analyst role ~ Your Proven Qualities: Strong ability to manage and prioritize a backlog of unresolved support tickets Deep knowledge of support team methods for managing new high priority support tickets and existing unresolved tickets Working knowledge of data analysis from support tickets Working experience in successfully managing a team through changes in approach, process and methods for continuous improvement Experience with incident tracking software and office suites Experience in technology/financial services environment; knowledge of Wealth Management Systems and Mutual Fund/ETF trading Experience in Business Analysis Experience in Quality Assurance Experience supporting both monolithic and microservice oriented enterprise software Working knowledge of Spanish and/or Canadian French – business is conducted in English however Univeris has employees and clients in locations where Spanish or French is the predominant language The Work Environment Our mid-sized office environment is in a great location downtown - we are right by St. Work may be in-office, remote, or hybrid, collaborating with other team members in-personal and digitally during regular business hours. We offer a flexible schedule, however, some work outside of normal business hours may be required on occasion due to time-constrained activities or collaborating with remote teams From our open-door policy to our engaging company events, we take every opportunity to ensure that our employees are empowered, valued, and celebrated. Robust health benefits, including yearly health care spending account available since day one and matching RRSP contribution program. - Schedule flexibility - we know our employees have lives outside of work and don't mind if you need to run to a mid-day doctor's appointment or pick up a kid early from school! - Regular social events (both in-person and virtual), care packages, team lunches, and more. - Work From (Almost) Anywhere Policy: you can work from (almost) anywhere for up to 3 months. - Professional Development and Growth opportunities as we are in a high-growth mode including mergers and acquisitions, massive projects in the pipeline and constantly changing dynamics of post-pandemic reality At Univeris, we embrace diversity and inclusion and are committed to equal employment opportunities. Persons with disabilities who need accommodation in the application process may e-mail a request to careers@univeris.