Escher is transforming postal and courier operations worldwide, enabling posts to engage today’s digitally savvy customers across all points of engagement. With Escher’s unique, purpose-built customer engagement platform, posts drive superior customer experience, with greater speed and better economics.

We are looking to hire a Support Manager to join our growing team in Ontario, Canada

Position Overview

The support manager will have to work with other management staff to determine and implement the technical needs and priorities of the project. The Support Manager will be responsible for maintaining a dynamic knowledge base of technical solutions to ensure that the project is efficient and productive. Escher Support Manager position will assume managing people, processes, and customer escalations. Due to the nature of our business and managing a geographically distributed team and supporting our clients 24x7x365, this position will require after-hours and some weekend work. You will be working with some of the world’s leading experts in the postal industry. Our team values excellence, continuous innovation, getting stuff done quickly, transparent communication, and a friendly work environment.  Our organization and team are geographically distributed.

Support Manager

Duties and Responsibilities

As a Support Leader in the organization, you will be required to provide ongoing support to our customers while ensuring all production defects are addressed, evaluated, and fixed within established SLAs and to client satisfaction. Your roles and responsibilities will include but are not limited to:

  • Managing support team’s day-to-day functions
  • Responding to escalated customer support issues
  • Implementing customer support processes to enhance customer satisfaction
  • Formulating and revising customer support policies and promote their implementation
  • Informing the team of all new information related to products, procedures, and trends
  • Assessing support statistics and preparing detailed reports on the findings
  • Interviewing and hiring new employees
  • Overseeing and evaluating the team’s ongoing training efforts
  • Delivering performance evaluations and following the disciplinary process according to company policy
  • Training subordinate and management staff
  • Providing guidance for problems and questions
  • Participating in business meetings

Position Requirements

The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff.

General Requirements

  • Bachelor’s Degree in Computer Science or a Related Field
  • Minimum of 3-5 years of experience as Support Manager
  • Proven experience as a Customer Support Specialist, preferably within a similar environment. The ideal candidate will have to lead and manage the support team to build and promote a culture of service excellence. Provide on-site assistance as needed to resolve product issues
  • Detail-oriented with effective time management, organizational and problem-solving skills
  • Ability to work independently (self-starter) and as a member of various teams or committees

Technical Requirements

  • Technical experience and ability to write code
  • Understanding the Escher products and troubleshoot problems reported by customers and partners to identify technical issues

Communication Requirements

  • Must have the ability to work collaboratively with a variety of people at all levels within the organization to ensure effective communication and success of key initiatives.
  • Act as a customer advocate while representing their needs within internal product/R&D teams
  • Act as liaison between technical support team, cross-functional departments, and engineering staff
  • Works directly with the customer to suggest improvements to the environment of the installed products

Management Requirements

  • Must have excellent leadership and communication skills with an ability to manage a team and the ability to lead and influence others
  • Where necessary, lead and engage cross-functional teams, domestically and/or regionally, to share and engage technical expertise and experience, to support the timely delivery of business and customer needs
  • Manage your team’s performance to ensure all KPIs and Service Level Agreements are met
  • Build strong technical experience and capability within the team
  • Work with offsite team management to ensure proper handovers at the end of the shift
  • Establish productivity and performance metrics and ensure that they are achieved

KPI Requirements

  • Develop and deliver key initiatives to improve business processes and customer service delivery
  • Identify, implement, and measure support and business-related metrics
  • Adherence to established SLAs
  • Design, develop and implement processes to support and enhance the technical support function

Status Reporting and Training Requirements

  • Record and document all issues related to customers within established process guidelines
  • Awareness of Customer business priorities & key events will be key to success
  • Provides proactive Issue Status updates to required stakeholders


What We Have to Offer

Escher offers a competitive compensation package, health benefits, and training allowance. Most importantly, a career at Escher is one that is both rich and rewarding with many opportunities and room for growth. This is truly a unique opportunity to be part of an exceptional team, helping to transform some of the biggest organizations in the world, and influencing the future of postal operations. If you’re up for the challenge, we want to hear from you!


Your Career with Escher

Escher is transforming postal and courier operations worldwide, enabling posts to engage today’s digitally savvy customers across all points of engagement.  Working to support customers on four continents across 35 countries, Escher’s unique, purpose-built customer engagement platform, drives superior customer experience with greater speed and better economics.  Our customers are among the largest postal operators and couriers on the planet and our purpose built-customer engagement platform is helping them to profitably engage customers anywhere, anytime.


At Escher, we believe our people are our greatest strength.  In addition to a competitive compensation package, health benefits, and training allowance, Escher will work with you by providing the support and growth opportunities you need to develop an exceptional and fulfilling career.  You will have the support of an experienced leadership team and a group of dedicated employees that have been helping postal operators redefine customer engagement for over 30 years.


If you are looking for a rewarding career and you’re up for the challenge, we want to hear from you.


Escher is an equal opportunity employer. We will not discriminate and will take affirmative actions and measures to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the basis of race, color, gender, national origin, age, religion, creed, disability, veteran’s status, sexual orientation, gender identity or gender expression.


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