Sr. Manager, Customer Support (Hybrid - Toronto) or (Remote - US)

Our mission is to create easy-to-use software to help local governments plan, budget and report better. ClearGov is a rapidly growing SaaS company that offers a complete planning, budgeting and financial reporting suite that enables local governments to plan, build, and present their financials more efficiently and effectively. We’re a mission-driven company that envisions a world where modern software enables every local government to best serve and improve its community.

Our software is utilized nationwide by more than 2,000 towns, cities, school districts, and other local agencies who are part of the ClearGov community, and we’re adding more every day. We’ve been named to the “GovTech 100” for eight years running. ClearGov also earned a place on the Inc. 5000 list of America’s Fastest Growing Companies for five consecutive years: 2021, 2022, 2023, 2024, and 2025.

The ClearGov team is a talented group of folks who are passionate about our mission and committed to building a positive, productive company culture. We believe in a work-hard/play-hard environment, and every day, we strive to get better at our work, all while being considerate, trustworthy, and transparent in everything we do.

Core Values

• Be Clear & Credible: We are authentic in our interactions, communicating with clarity, speaking with honesty, and following through with consistency. We turn transparency into our greatest competitive advantage.
• Be Human: We are human partners to our colleagues and customers, and lead with consideration and kindness – making space for others to do the same. We turn empathy into a shared strength.
• Be Better Together: We are committed to building an inclusive community where everyone thrives. We share successes, support each other through challenges, and show up for our teammates the way we show up for our customers. We turn togetherness into our greatest advantage and collaboration into our greatest multiplier.
• Be Honourable/Honorable: We are responsible to our colleagues and customers. We bring our full selves to every conversation, every project, every decision, and every relationship. We act with intention, deliver on our commitments, and lead with integrity – even when no one is watching. We turn honor into the foundation that powers everything we do.
• Be Connected: We are culture builders where people are seen, welcomed, and celebrated. We show up in every interaction – the laughs, the wins, the hard days. We turn connection into opportunities for people to feel they belong.
   

We’re looking for a Senior Manager, Customer Support with a passion for learning, a kind heart, a positive attitude, and a great sense of humor to join our growing team. The Senior Manager, Customer Support will be responsible for leading our technical support team, optimizing our ticketing workflows, and ensuring our local government clients receive timely, accurate solutions to complex software questions.

In this role, you will work regularly with our broader Customer Support team, Product Management, Engineering, and Customer Success teams to bridge the gap between customer feedback and product improvement.

The Senior Manager, Customer Support, will be a key player on an incredible team as we execute our mission to help local governments and school districts take the next step from good to great.

• →Lead, mentor, and scale a high-performing technical support team, fostering a culture of accountability, continuous learning, and customer empathy.
• →Oversee daily support operations, managing ticket queues, escalations, and ensuring adherence to established SLAs and quality standards.
• →Administer and optimize our Zendesk instance, including triggers, automations, macros, and reporting dashboards to drive operational efficiency.
• →Act as the primary escalation point for complex technical issues, collaborating closely with Engineering and Product teams to diagnose, track, and resolve software bugs.
• →Analyze support metrics and KPIs (including but not limited to TTR, FTR, Deflection Rate, CSAT) to identify trends, pinpointing product friction points or training gaps to improve the overall customer experience.
• →Develop and maintain internal documentation, knowledge base articles, and standard operating procedures for the technical support team.
• →AI-first mentality 

• SaaS Experience: 5+ years of experience working in technical support, specifically within a B2B SaaS environment.
• Leadership: 3+ years of experience successfully managing, leading, or mentoring a technical support or customer-facing team.
• Tooling Expertise: Deep, hands-on experience using and administering Zendesk (ticketing, reporting, and workflows) or similar tools.
• Domain Knowledge (Preferred): Experience working within a financial technology (FinTech) SaaS company OR a post-secondary degree/background in Finance or Accounting.
• Experience managing leaders & individual contributors 
• Technical Aptitude: Strong troubleshooting and analytical skills, with the ability to translate complex technical jargon into clear, actionable steps for non-technical users.
• Experience implementing AI tooling & automation throughout a Support organization 

• Self-motivated, self-starter with a zeal to win 
• Great communicator; strong oral and written skills 
• Ability to think creatively and innovatively 
• Hands-on problem solver who enjoys cracking difficult nuts 
• Quick study – able to pick up and apply new concepts in a hurry 
• Track record of achievement 
• Enjoys working on and helping to build outstanding teams 
• Demonstrates an entrepreneurial spirit and gets stuff done 
• A sense of humor and don’t take themselves too seriously 

ClearGov is an equal opportunity employer committed to building a diverse, inclusive, and respectful workplace. We prohibit discrimination and harassment of any kind and make employment decisions without regard to race, color, ancestry, ethnicity, nationality or national origin, citizenship, sex, sexual orientation, gender identity or expression, religion or creed, age, disability, genetic information, pregnancy, childbirth or related medical conditions, marital or family status, veteran or military status, Indigenous status, record of offenses (where legally protected), or any other characteristic protected by applicable federal, state, provincial, or local laws in the United States and Canada.

ClearGov is also committed to providing reasonable accommodations for applicants and employees with disabilities, in accordance with applicable U.S. and Canadian laws. If you require an accommodation during any part of the hiring process, please let us know.

At ClearGov, we value diverse perspectives and believe they strengthen our ability to achieve our mission of helping local governments work better.