# Manager – Technical Support Services (Alida) **Location:** Toronto, ON (or surrounding areas) – EST time zone required **Employment type:** Full‑time, Hybrid **Salary range:** ~ $90,000 CAD (depending on experience) --- ## About Alida Alida helps innovative brands create highly‑engaged research communities that gather customer feedback at scale. Clients such as HBO Max, Adobe, Warner Bros. Discovery, Twitch and lululemon rely on Alida’s platform to drive product innovation, improve user experiences, and test marketing campaigns. Learn more at [www.alida.com](https://www.alida.com). --- ## Role Overview As a Manager on Alida’s Support Services team, you will: * Lead the global **Technical Support** team that assists Alida customers and internal employees. * Drive scale, operational excellence, and strategic initiatives for the Insight Community member experience. * Own the **Technical Support strategy**, collaborating cross‑functionally with Customer Success, Professional Services, Finance, IT, Product, Engineering, and external partners. You’ll manage a distributed team of analysts across multiple time zones, fostering a high‑performance culture while delivering outstanding service. --- ## Key Responsibilities | Pillar | Typical Activities | |--------|--------------------| | **Team Leadership** | • Direct, coach, motivate, and develop Support Analysts and leads
• Oversee task delegation, resource planning, capacity modeling, and scheduling
• Monitor daily activities, perform QA, and enforce Support Services standards | | **Stakeholder & Vendor Management** | • Partner with executive stakeholders (CS, PS, Sales, IT, Product, Engineering, Finance) and external partners to identify business challenges and drive solutions
• Serve as primary escalation point for complex issues
• Manage vendor migrations, tool procurement, and implementation | | **Process & Knowledge Management** | • Design onboarding, training, and enablement programs
• Maintain documentation of operational processes (KCS standards)
• Serve as SME for KCS governance, editorial reviews, and coaching | | **Program Ownership** | • Lead programs related to key systems and tools
• Oversee on‑call weekend support (bi‑weekly)
• Develop data‑analytics mechanisms for productivity, SLA compliance, and content performance | | **Content Architecture** | • Define content structure, standards, and best practices
• Plan, develop, and maintain product release notes, documentation, and video production
• Deprecate outdated content and manage publishing workflow | | **Product & Thought Leadership** | • Become an expert in Alida’s product suite and client use cases
• Contribute to privacy governance, SOC 2 audit, and industry best‑practice thought leadership | --- ## Qualifications & Skills * **Experience** – 5+ years in Technical Support or comparable customer service roles, with at least 2 years in a leadership position. * **Global team management** – Proven ability to lead distributed, multi‑timezone teams. * **Resource planning** – Demonstrated success scheduling 24/7 or global coverage. * **Program design** – Experience creating onboarding, training, and upskilling initiatives. * **Communication** – Strong interpersonal and stakeholder‑management skills; ability to translate technical challenges into business strategies. * **Analytical** – Excellent troubleshooting, data analysis, and problem‑solving abilities. * **Tools** – Proficiency with Zendesk, Salesforce or similar ticketing systems; comfortable hosting remote sessions (Google Meet, Zoom, WebEx). * **Documentation** – Detail‑oriented with experience authoring and maintaining knowledge‑centered content (KCS methodology). * **Language** – Fluency in French or another European language (e.g., German) is a plus. * **Technical awareness** – Understanding of SaaS environments and software development cycles. * **Mindset** – Curious, innovative, and open to leveraging emerging technologies such as AI. --- ## Benefits & Perks * **Competitive compensation** – $90 K CAD (based on experience). * **Medical, dental, vision** coverage plus **RRSP matching** (Canada) and **401(k)** (US). * **Unlimited vacation** – Take time off when you need it. * **Summer Fridays** – Fridays off in July & August. * Recognized **Best Workplaces™** (BC 2024) and **Best Workplaces for Women®** (2023). * **Top Employer** – BC’s Top Employers 2023. --- ## Application Information Alida is committed to an inclusive workplace and encourages applicants of all backgrounds to apply. If you need a reasonable accommodation during the hiring process, please email **[email protected]**. All applications are reviewed by humans; an AI‑enabled “talent match” feature in our ATS does **not** influence hiring decisions. *Apply through our careers portal or contact our Talent Acquisition team for more information.* --- *We look forward to meeting you!*

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