Bid13
Customer Support Operations Manager - Phone Support, Technical QA & Training
Onsite in Scarborough, Ontario.
Bid13 is hiring a hands-on Customer Support Operations Manager to lead a small customer support team and raise the standard of every customer interaction.
This is not a giant call center role where all the systems are already built. We need someone who can run the day-to-day support rhythm, coach the team, improve call quality, handle technical support escalations, and build the practical tools the team needs to deliver white-glove service.
You will be the person making sure customers feel heard, helped, and confident they reached the right team.
About the Role
You will manage a 5-person customer support team, with room for the team to grow over time. The team supports customers across phone, email, chat, and text, with a stronger push toward phone-forward, proactive, high-touch service.
You will work closely with Sales, Customer Success/Onboarding, the CTO, and leadership. The goal is to make support stronger, warmer, more technically confident, more proactive, and less dependent on senior leadership for daily management.
What You Will Own
- Lead the customer support team day to day, including weekly team meetings, coaching rhythms, and clear standards.
- Improve call quality around rapport, tone, politeness, listening, competence, ownership, and resolution.
- Build a practical QA/call assessment cadence and coach each team member from real examples.
- Handle and teach technical support, including setup and integration questions that may be poorly documented today.
- Create training materials, knowledge base articles, videos, PDFs, or instruction guides that make repeatable support easier.
- Turn policy conflicts, including ban/unban situations, into clear support guidance the team can apply consistently.
- Stay close to important clients and facilities so issues are handled proactively, not only when they become escalations.
- Establish light KPIs that improve support quality, customer satisfaction, proactive outreach, and utilization.
What Makes You a Fit
- You have managed phone-based customer or technical support teams and can coach tone, rapport, resolution, and call quality.
- You can personally troubleshoot technical setup or integration issues and turn messy workflows into clear training docs, videos, or guides.
- You have built practical support systems such as KPIs, QA rhythms, knowledge bases, team meetings, or escalation routines in an environment that was not already perfectly mature.
Why Join Bid13
This is a real ownership role. You will have direct access to leadership, room to build the support function, and the chance to leave a visible mark on how customers experience the platform.
The right person will enjoy a smaller-company environment where you can be hands-on, decisive, technical, customer-facing, and close to the action. You will not be buried inside layers of corporate process. You will help set the process.
Location, Schedule, and Compensation
- Onsite in Scarborough, Ontario.
- Full-time salaried role.
- Standard business hours with flexibility when customer or team needs require it.
- Occasional travel up to 2x/year may be available.
- Compensation range: $75,000-$100,000 CAD.
Hiring Process
DBNC Recruiting is the in-house sister company handling hiring for Bid13. DBNC reviews applications personally and will coordinate the interview process.
If this sounds like the kind of support team you know how to build, we would like to hear from you.
Our recruitment process may include the use of AI to assist with candidate screening. All applicant information is handled in accordance with applicable privacy and employment legislation.
