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Added 11 mins ago
TS
Front Line Supervisor Night Shift (Contract)
The Salvation Army Canada and Bermuda Territory
Toronto, ON · Florence Booth House
- Full-time
Read and follow the policy and procedures manual, the Employee Handbook and the Toronto Shelter Standards, and understand that the Shelter Manager’s position will be required to adhere to…
Added 11 mins ago
C
Senior Manager, Marketing Data & Analytics
Clio
Toronto, ON · Vancouver, BC · Calgary, AB
- Full-time
We are currently seeking a Senior Manager, Marketing Data & Analytics to join our team. This role is available as flexible hybrid in our hub cities (Vancouver, Calgary, Toronto, and New…
Added 11 mins ago
B
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- Full-time
…business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and…
Added 11 mins ago
Pharmacist
Bayshore
Kitchener, ON
Under the supervision of the Pharmacy Operations Manager and/or Pharmacy Operations Supervisor, performs all duties necessary to provide for the efficient daily operation of the pharmacy,…
Added 11 mins ago
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- Full-time
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Added 25 mins ago
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Added 25 mins ago
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Toronto, ON
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Added 25 mins ago
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Senior Information Technology Consultant, Buildings
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- Full-time
…buildings. Based in our Victoria office and reporting to the Manager, Technology, you'll provide senior technical and project leadership for large security and technology assignments across…
Added 25 mins ago
DG
Call Center Manager - Phone Support, Technical QA & Training
DBNC Group Inc.
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Customer Support Operations Manager - Phone Support, Technical QA & Training
Added 25 mins ago
BP
Project Manager
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Dartmouth, NS
- $70,000 to $80,000 CAD / year
- Full-time
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Added 25 mins ago
WI
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Victoria, BC
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Added 25 mins ago
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Toronto, ON · Montreal, QC · Vancouver, BC · Edmonton, AB · AB · Calgary, AB
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Added 25 mins ago
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Added 25 mins ago
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Make sales presentations to the store and/or store manager.
Added 25 mins ago
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The Manager Home and Community Care (HCC) - Registered Nurse provides professional and practice leadership to staff and is responsible for ensuring the provision of safe, effective quality…
Added 25 mins ago
Coordinator, Academic Collaborations and Pathways
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Added 25 mins ago
Track Manager - GO Rail Expansion (ONxpress)
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Toronto, ON
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Added 41 mins ago
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- $60,000 to $100,000 CAD / year
- Full-time
Communicate with the Sales Manager on leads and scheduled appointments.

DBNC Group Inc.

Call Center Manager - Phone Support, Technical QA & Training

Toronto, ON, Canada
Greater Toronto Area, Canada, Canada

Compensation range: $75,000-$100,000 CAD. · Full-time

Apply on LinkedIn About employer

Applications open in a new tab.

Job details

Pay: Compensation range: $75,000-$100,000 CAD.
Job type: Full-time
Apply by: Dec 13, 2026
Posting language: English
Posted: Nov 13, 2026

Original job description

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.

Apply on LinkedIn About employer

More about this job

Responsibilities

Lead and coach a five-person customer support team across phone, email, chat, and text, improving call quality and handling technical support escalations. Build practical QA processes, training resources, support guidance, and KPIs while proactively supporting important clients and facilities.

Requirements

The role calls for experience managing phone-based customer or technical support teams and coaching staff on rapport, tone, resolution, and call quality. Candidates should be able to troubleshoot technical setup or integration issues and build practical support systems, training materials, and documentation in an evolving environment.

Skills

Phone Support Team Management
Technical Support
Call Quality Coaching
Quality Assurance
Customer Service
Troubleshooting
Technical Integrations
Training Material Development
Knowledge Base Development
KPI Development
Customer Satisfaction
Proactive Customer Outreach
Escalation Management
Team Coaching
Policy Guidance

Visa sponsorship

Not detected in the job text

Keywords

Phone Support
Customer Support Operations
Technical Support
Call Quality
Quality Assurance
Call Assessment
Coaching
Technical Troubleshooting
Setup and Integration
Training Materials
Knowledge Base
Instruction Guides
Customer Satisfaction
Proactive Outreach
KPIs
Escalation Management
Customer Success
Onboarding
Policy Guidance
Phone
Email
Chat
Text Support
White-Glove Service
Construction

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