B2C Support & Engineering Manager

Job Summary

As the B2C Support & Engineering Manager, you will lead our global B2C technical support operations, ensuring a seamless customer experience through operational excellence, efficient systems management, and strong leadership.
You will be responsible for managing and developing a cross-functional team located in Canada, Mexico, and the Philippines.

This position combines hands-on operational oversight with strategic ownership of the systems, processes, and metrics that underpin the department including the HubSpot ticketing platform, Amazon, Shopify, and NetSuite.
You will have full accountability for team performance, customer satisfaction, and continuous process improvement, while collaborating closely with Sales, Operations, and R&D to maintain our reputation for technical excellence and responsive customer support.

You will report directly to the Director of Sales and will play a critical leadership role in shaping how Progressive Automations delivers post-sales technical service and customer support at scale.

Key Responsibilities

Team Leadership & Management

• Lead, mentor, and support a distributed team of 7 (Canada, Mexico, Philippines)
• Set clear expectations, KPIs, and performance standards to drive accountability and consistency.
• Maintain coverage and operational continuity across time zones.
• Support hiring, onboarding, and training for new team members to ensure consistent knowledge, service, and technical competency.
• Create a positive, high-performing culture that encourages collaboration, learning, and ownership.

Operational Oversight

• Oversee day-to-day B2C operations across platforms including Amazon, Shopify, NetSuite and 2Ship.
• Ensure proper handling of RMAs, refunds, chargeback disputes, and order accuracy in coordination with Accounting and Operations.
• Monitor and improve service metrics:
  • First Response SLA: < 4 hours
  • Ticket Closure SLA: within 48 hours
  • Customer Feedback (CSAT): 85%+
• Coordinate Product Issue Analyses (PIAs) with R&D based on customer feedback & returns

Systems & Process Ownership

• Serve as the primary owner of HubSpot Service Hub, including ticketing, live chat and reporting dashboards, with support from the Director of Sales.
• Develop, refine, and document support processes, escalation protocols, and reporting tools to ensure transparency and efficiency.
• Identify system inefficiencies and lead improvement projects in collaboration with internal teams.
• Leverage data insights to inform strategic recommendations for performance, staffing, and process optimization.

Cross-Functional Collaboration

• Partner with Sales, Operations, Marketing, and R&D to align service practices with company goals.
• Communicate technical insights and customer feedback to drive product and process improvements.
• Represent the B2C Support & Engineering team in departmental meetings and strategic discussions.

Required Skills and Experience

• Diploma or Degree in Electronics, Mechanical, or Mechatronics Engineering.
• Minimum 35 years of experience managing a customer support or technical service team.
• Proven ability to lead and motivate teams across multiple regions and time zones.
• Demonstrated success in owning and improving support processes within CRM/service tools such as HubSpot Service Hub.
• Familiarity in Amazon Seller Central, Shopify, and ERP systems is an asset but not required.
• Strong organizational and analytical skills, with a data-driven approach to performance management.
• Exceptional written and verbal communication skills.
• Solid understanding of linear motion systems, actuators, and related technologies is an asset, but not required.

Who You Are and What You Bring to the Table

You are a decisive, process-oriented leader who thrives on accountability and structure. You balance tactical awareness with strategic vision capable of managing daily operations while constantly seeking ways to improve systems, workflows, and outcomes.

You are hands-on when needed, but you empower your team to perform independently. You take ownership of your department and act as the point person for performance, metrics, and results ensuring your Director can trust that the B2C Support & Engineering team runs smoothly and efficiently.

You communicate clearly, build trust across departments, and understand that great customer experiences come from well-designed processes and well-supported people.

What We Offer

• Work with an established market leader with high year-over-year growth and a collaborative culture.
• Hybrid work environment flexibility to work both from the office and remotely.
• Competitive compensation structure with performance-based incentives.
• The ability to directly influence departmental success, drive change, and make a measurable impact.
• A supportive environment where your leadership, ideas, and ownership are valued and visible.