- 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
- Ownership of the troubleshooting guide
- 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
- Mentoring team members to balance the needs of Univeris and its customers
- 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
- Knowledge of relevant aspects of the IT industry
- Strong ability to manage and prioritize a backlog of unresolved support tickets
- Direct experience troubleshooting production issues utilizing strong analytical and problem-solving skills
- 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
- Strong written and oral communication skills
- 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 with Atlassian's Jira and Confluence products
- 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
-
Support Manager
6 days ago
Avenza Toronto, Canada**About Us**: · Avenza is redefining how customers create and interact with maps and is having a lot of fun in the process. Our Vision is to be the premier technology company for map creation, distribution and use. We are a growing team of software developers, QA Specialists and ...
-
IT Support Manager
6 days ago
Pluribus Technologies Toronto, Canada**PLURIBUS TECHNOLOGIES** · We are Entrepreneurs partnering with Entrepreneurs · Founded in 2018, Pluribus Technologies (TSX-V: PLRB) is dedicated to acquiring, strengthening, and enhancing small profitable B2B software companies. By leveraging the operational experience of their ...
-
Receptionist/support Manager
3 days ago
Lone and Co. Toronto, Canada**About us** · Lone and Co. is a small business in BEAUTY_WELLNESS in Toronto, ON M4M 1H1. We are professional, customer-centric, creative, and our goal is to At LONE&CO Salon we believe people go to a salon to look a certain way. We know people come to LONE&CO to feel a certain ...
-
Manager, Mainframe Support
1 week ago
Ontario Treasury Board Secretariat Toronto, CanadaAttention IT leaders Are you a results-driven leader who strives for continuous improvement? Do you have a passion for developing people and ensuring projects move forward within budget and on time? The Cluster Applications Branch within the Central Agencies I&IT Cluster in the T ...
-
Client Support Manager
6 days ago
Fidelity Investments Toronto, CanadaJob Description · - This is a fixed term contract role ending on November 2025._ · What We Do · Fidelity Clearing Canada (FCC) is the leading independent clearing broker and custodian in the Canadian market. We provide trade execution, clearing, custody and back-office support se ...
-
Manager, Advisor Support
2 days ago
CIBC Toronto, CanadaWe're building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what's right for our clients. · At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what ...
-
Technical Support Manager
6 days ago
Integrated Control Technology Toronto, Canada**Location: Vaughan, Ontario, Canada**: · **Role Type: Permanent, Full-time**: · A unique opportunity has arisen for a **Technical Support Manager **to provide leadership to our Tech Support team, ensuring the delivery of superior technical support and unrivalled assistance to ou ...
-
Quality & Support Manager
2 days ago
WCG Services Toronto, Canada**Program**: Employment Ontario · **Location**:Remote - Ontario · ***Who we're looking for**: · **Quality & Support Manager** · Like WCG, you believe in the power of work to transform lives. As a Quality & Support Manager, you'll be responsible for the execution of the Quality Im ...
-
Business Support Manager
4 days ago
Peninsula Canada Toronto, Canada**About Us** · Peninsula Employment Services Limited ("Peninsula") is a provider of external human resources solutions, including employment relations advice and health and safety advice to small and medium-sized businesses located throughout Canada. Peninsula is a division of Pe ...
-
Manager, Customer Support
5 days ago
Royal Bank of Canada Toronto, Canada**Come Work with Us** · At RBC, our culture is deeply supportive and rich in opportunity and reward. You will help our clients thrive and our communities prosper, empowered by a spirit of shared purpose. · Whether you're helping clients find new opportunities, developing new tech ...
-
Behaviour Support Manager
2 days ago
O'Neill Centre Toronto, Canada Full time**Do you have a passion for making a difference?** · Making every moment matter is about improving all the things that make life enjoyable. Things like making someone feel better, making connections with them or for them with other residents, showing them a new song or even just ...
-
Application Support Manager
12 hours ago
MMC Corporate Toronto, Canada**What can you expect?** · - Act as technical lead for L2 support team providing service to internal or external end user clients of technology solutions. · **What is in it for you?** · - Comprehensive benefits programs including: excellent pension contributions, private health i ...
-
Manager, Business Support
12 hours ago
Scotiabank Toronto, CanadaRequisition ID: 194895 · Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. · CID&A Business Operations team plays an important role within the CID&A Strategic Initiatives pillar, with responsibilities including Business Continu ...
-
Manager, Finance Support
3 days ago
Scotiabank Toronto, CanadaRequisition ID: 197222 · Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. · The Manager plays a key role in providing finance and operational support to Canadian Commercial Banking and Canadian Banking Finance, contributing to ...
-
Advisor Support Manager
5 days ago
Manulife Toronto, CanadaWe are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out ...
-
Technical Support Manager
1 week ago
Quark Expeditions Toronto, CanadaWe carry the spirit of the great explorers, we Go Bold, we Go Together and Go for New. Polar travel is Quark Expeditions, and all of us at Quark Expeditions are committed to creating and delivering life-changing experiences for our clients. We draw on our unparalleled polar exper ...
-
Technical Support Manager
1 week ago
Motorola Solutions Toronto, CanadaCompany Overview · At Motorola Solutions, we believe that everything starts with safety.Its the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class. · As a global leader in public saf ...
-
Manager, Customer Support
5 days ago
Lone Wolf Technologies Toronto, Canada**We're here to make real estate transactions simpler. We do that by providing a digital lead-to-close experience for agents, brokers, and their consumers. We've seen a lot of change over the past 30 years—but we've been here to support real estate from day one.** · **With the di ...
-
Manager, Finance Support
3 days ago
Scotiabank Toronto, CanadaRequisition ID: 179481 · Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture. · **Job Purpose**: · The Manager plays a key role in providing finance and operational support to Canadian Commercial Banking and Canadian Banking Finan ...
-
Manager, Application Support
1 week ago
Propel Holding Inc Toronto, Canada**_About Us:_** · Propel (TSX: PRL) is the fintech company building a new world of financial opportunity by facilitating access to credit for consumers underserved by traditional financial institutions. Through its AI-driven platform, Propel evaluates customers in a more comprehe ...
Customer Support Manager - Toronto, Canada - Univeris
Description
Who we areUniveris 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. To date, more than 25,000 financial advisors and 1.5 million investors in 12 countries have converted to our money-managed platform—with over $450B in Assets Under Administration. Why? Because we have the technology to streamline portfolio management, drive efficiencies and improve productivity.At Univeris, we value talent and ideas. This means our employees have the freedom to do things they know would be great and meaningful for our clients and for the company. 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. Ready to start your career?
The Opportunity
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.
The Role
The Successful Candidate
- Your Formal Qualifications
Your Proven Qualities:
Extras You Might Offer As Tiebreakers
Our CultureOur culture is what makes Univeris a fantastic place to work We have an inclusive work environment that is collaborative, dynamic, and open to new ideas. We incorporate integrity, honesty, and commitment into all aspects of our business functioning. From our open-door policy to our engaging company events, we take every opportunity to ensure that our employees are empowered, valued, and celebrated. In addition to our culture, we have other amazing benefits and perks that we offer to ensure you are at your best: - Competitive compensation reviewed twice a year- 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.- Vacation entitlement grows with your tenure- Personal and Sick Days are provided to the whole organization- 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. We welcome applications from qualified individuals from all backgrounds. Persons with disabilities who need accommodation in the application process may e-mail a request to
We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.