Jobs in Canada

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Added 3 mins ago
CO
Human Resources Generalist
City of Saint John
Saint John, NB
- Full-time
Support learning and development initiatives, leadership development programs, and employee training activities.
Added 3 mins ago
KH
Manager, After-hours Operations
Kensington Health
Toronto, ON
- Part-time
As a key member of the operational leadership team, the Manager, After-hours Operations is responsible for the overall operations of programs and services that run after regular business…
Added 3 mins ago
FB
Produce Department Manager - Contract
Farm Boy Inc.
Brantford, ON
- $53,500 to $58,500 CAD / year
- Full-time
…12 month contract, you will partner closely with the Store Manager and Retail Specialist, and bring strategy to life while building a culture rooted in trust, engagement, and high…
Added 3 mins ago
FB
Bakery Department Manager
Farm Boy Inc.
Brantford, ON
- $52,000 to $57,000 CAD / year
- Full-time
…strong business results. Partnering closely with the Store Manager and Retail Specialist, you’ll bring strategy to life while building a culture rooted in trust, engagement, and high…
Added 3 mins ago
L
Senior Project Manager (EPCM - Mining & Minerals)
Lycopodium
Mississauga, ON
- Full-time
…industrial processes sectors. By joining our global team and learning from renowned subject matter experts, we can offer you a diverse career that could take you anywhere in the…
Added 3 mins ago
NB
Account Manager, Franchise Finance
National Bank of Canada
Montreal, QC
- Full-time
Strong communication skills in French required
Added 3 mins ago
GV
Technicien de chantier
GE Vernova
La Prairie, QC
- Full-time
Communication with GE Vernova’s Project Manager, Quality Dept, Technical Support team, Client and Contractor during the installation
Added 3 mins ago
Construction Project Manager
Talent Acquisition Team at Westland Insurance. Text reply only.
Surrey, BC
We’re searching for a Construction Project Manager. Are you searching for new possibilities?
Added 3 mins ago
T
Senior Machine Learning Engineer
TD
Toronto, ON
- Full-time
Provide expertise in multiple ML engineering and/or infrastructure areas, senior technical leadership in support of the Banks objectives related to the overall Engineering function across…
Added 3 mins ago
I
Sr. Specialist, Procurement Project Management
IMAX
Mississauga, ON · Sheridan Park
- Full-time
…environment that values innovation, diverse perspectives, and learning at every…
Added 17 mins ago
TE
Branch Administrator - Sudbury
TK Elevator
Sudbury, ON · Greater Sudbury, ON
- Full-time
…qualifications. All final hiring decisions are made by either the hiring manager or the recruitment…
Added 17 mins ago
CC
Distribution Supervisor
Coca-Cola Canada Bottling Limited
Winnipeg, MB
- Full-time
Shift/Hours – Tuesday to Saturday, Day Shift (Flexibility Required)
Added 18 mins ago
SR
Wireless Sales Supervisor
Staples Retail
Sherbrooke, QC
- Full-time
As the Working and Learning Company, we at Staples Canada, are dynamic, inspiring partners to our customers and the communities in which we live. At Staples, we inspire people to work…
Added 33 mins ago
C
Implementation Specialist
Citylitics
Remote, Canada
- $75,000 to $80,000 CAD / year
- Full-time
- Remote
…integration, and sustained platform adoption. Reporting to the Senior Manager of Customer Enablement, you will own implementation, adoption, and account health across a portfolio that…
Added 33 mins ago
Senior Negotiations Strategist
Government of Alberta
AB
PBCO is responsible for administering the Public Sector Employers Act and supporting government's strategic leadership and cross-sectoral coordination with respect to union and non-union…
Added 33 mins ago
Director, Financial Operations & Projects
Government of Alberta
AB
Overall, the Ministry of Advanced Education plays a critical role in shaping Alberta’s future by strengthening its workforce and supporting lifelong learning opportunities for all residents.
Added 33 mins ago
SD
Beauty Manager, Hourly Full Time Flexible Shifts
Shoppers Drug Mart
Hamilton, ON
- Full-time
Drive a Passion for Results – Provide Thought Leadership – Analyze and solve problems - Engage our People – Build collaborative relationships - Demonstrate Personal Leadership and Build…
Added 33 mins ago
SD
Assistant Front Store Manager, Hourly Full Time Flexible Shifts
Shoppers Drug Mart
Toronto, ON
- Full-time
To assist the Front Store Manager (FSM) in managing the human, physical and financial resources of the store and in ensuring that store objectives are achieved by focusing on improving…
Added 33 mins ago
E
Project Coordinator
EllisDon
AB · Alberta Projects
- Full-time
Assist the Project Manager and Superintendent in project administration and field work for the project
Added 33 mins ago
B
Client Service Assistant, Private Wealth
BMO
Toronto, ON · FCP
- Full-time
…range of expertise, capabilities, and career paths. We foster a culture of collaboration, professionalism, and continuous growth - where individuals are supported to develop both personally…
Added 47 mins ago
Principal Technical Customer Manager - FSI
Qualtrics
Toronto, ON
The Technical Customer Manager plays a pivotal part in Qualtrics' success by leading the design, delivery and ongoing success of customer’s experience programs, focused on driving…
Added 47 mins ago
Analyst, Technical Customer Manager - FSI
Qualtrics
Toronto, ON
The Technical Customer Manager plays a pivotal part in Qualtrics' success by leading the design, delivery and ongoing success of customer’s experience programs, focused on driving…
Added 47 mins ago
IB
Marketing Specialist, Indigokids
Indigo Books & Music
Toronto, ON
- $60,000 to $65,000 CAD / year
- Full-time
Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes
Added 47 mins ago
Product Manager Technical (PMT) - 2027
Amazon
Vancouver, BC
- A background in product management, solution design, machine learning applications, and software services is preferred.
Added 1 hour ago
DI
Manager, Product Support
Dig Insights
Toronto, ON · Greater Toronto Area, Canada
- Full-time
As Manager, Product Support, you’ll own the support experience for Dig One: the processes, the knowledge, the systems, and the AI agent that sits in front of our customers. This is not…

Dig Insights

Manager, Product Support

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

Full-time

Apply on LinkedIn About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Dec 13, 2026
Experience: 4+ years of relevant experience, including experience in customer support, customer experience, or a similar function.
Posting language: English
Posted: Nov 13, 2026

Original job description

Dig Insights is an innovation intelligence company that helps brands find the next sources of growth for their business, and predict which opportunities are most likely to be successful. We’ve been around for 16+ years, and we’ve taken our expertise in innovation insights and turned it into a technology-driven, predictive model for consumer brands.

Our clients span verticals including CPG, QSR, retail, technology, financial services, and telecommunications. Our work is led by a team of over 250 strategists, insights consultants, developers, and data scientists. We work for a global client base out of offices in Toronto, Chicago, London, and Singapore.

Since we started in 2010, we’ve been focused on setting a new standard for the insights industry – challenging the traditional model and building for what comes next. That means hiring people who are bright, creative, resourceful, and kind. People who succeed at Dig are curious, question established norms and are passionate about helping our clients to move their businesses forward. If you want to join a team that takes themselves just seriously enough to produce great work, we’d love to welcome you.

As we continue to grow, both geographically and in our expertise, we are looking for people who want to join a high-growth and highly collaborative company.

About the role

As Manager, Product Support, you’ll own the support experience for Dig One: the processes, the knowledge, the systems, and the AI agent that sits in front of our customers. This is not simply a respond-to-tickets role. You’ll focus on building and optimizing how support works, keeping our knowledge accurate and well structured for both customers and AI, and resolving the issues that requires a human in the loop. You’ll partner closely with Product, Tech, Commercial Enablement, Operations, Customer Success, and Finance, and bring the voice of the customer into roadmap discussions. This role reports to the SVP, Commercial Strategy and Operations, and is based at our Toronto HQ.

Responsibilities

Your primary responsibilities will include, but are not limited to:

Support Operations & Systems

Design, implement, and continuously improve support processes that enhance the customer experience, and lead initiatives to scale Dig One.
Tag and report on tickets, analyze support metrics (including CSAT and deflection), and run root cause analysis on recurring issues to drive permanent fixes.
Resolve tickets that reach a human after AI Agent intervention, and escalate severe issues quickly to Finance, CS, or Tech.
Design and maintain Messenger flows, recommended content, and routing from self-serve help to ticket creation.
Manage Intercom configuration and integrations, and provide input on contract and renewal.
Partner with Compliance, Trust, and Security on data deletion, security questionnaires, and account access requests.

Knowledge Management, Help Center & AI Agent

Own the Help Center, including its structure, information architecture, branding, and tone as the product and positioning evolve.
Create and continuously improve documentation for new features, onboarding (including Academy), best practices, and the Publishing Program, with how-to videos and imagery, to drive ticket deflection.
Align with Knowledge Management so documentation and messaging stay consistent across the organization.
Structure and refine support knowledge so the AI agent can retrieve, interpret, and act on it, partnering with Enablement, GTM Ops, and Tech to improve agent skills, tools, and knowledge.

Product, Tech & Operations Collaboration

Diagnose technical issues, log them in Jira with scope, priority, and urgency, and triage to the right team. Work with Tech to minimize client impact and manage internal communications.
Maintain the known-issues list and workarounds.
Be the voice of the customer: connect feature requests and pain points to Product and Tech to inform prioritization.
Own release readiness: test new features pre-launch, assess support impact, and sign off that docs, GTM initiatives, and agent content are ready.
Check in regularly with Operations on system performance to spot patterns early, proactively contact external users when needed, contribute to improving the Velocity Algorithm, and support Enablement and Agile Solutions with templates and the question library.

In-Platform Communications

Manage banners, messages, and tooltips, including incident and outage communications, and drive adoption of new features through proactive in-product messaging.
Publish product release and patch notes.
Run the NPS survey and follow up on low scores, escalating to CS.

Experience, skills and requirements

4+ years of relevant experience, including experience in customer support, customer experience, or a similar function.
University degree or post-graduate program in a relevant field (Business, Communications, Information Management, or other).
Excellent written and oral communication skills in English, with the ability to write clear, well-structured documentation.
Experience with process design and optimization, and with knowledge management or help center ownership.
Experience with support platforms such as Intercom (or similar), including configuration, workflows, and reporting.
Experience with AI tools and comfortable applying them to support workflows, including improving AI agent performance.
Experience collaborating with Product and Tech teams, including diagnosing issues and logging them in tools like Jira.
Strong cross-functional collaboration skills, with the ability to influence without direct authority.
Able to work in a fast-paced, dynamic environment.
Ability to meet tight deadlines while maintaining close attention to detail.
Ability to work independently and with a team.

Work Perks:

A hybrid-remote work environment, where employees have the flexibility to work remotely or from one of our offices
Unlimited vacation policy
Reimbursement for health and wellness classes/memberships and continuous learning
RRSP / 401K employer matching program
Offices in Toronto and Chicago, located steps to public transportation in the downtown core
Regular social events such as charity poker nights, trivia events, team building days, and more!

To find out more about us visit us at www.diginsights.com.

Our culture is built on 5 core values: Energy, Excellence, Evolution, Equality and Empathy. We believe that our success is dependent on the diverse talents, skills, and ideas of its staff. We are committed to creating an inclusive work environment and encourage applications from all qualified candidates including those in the BIPOC and LGBTQ communities, and from people with disabilities.

We thank you for your interest in Dig Insights, however, only candidates who are chosen for an interview will be contacted.

Apply on LinkedIn About employer

More about this job

Responsibilities

Own and improve the Dig One support experience, including support processes, Intercom systems, ticket resolution, help-center content, and AI-agent knowledge. Collaborate with Product, Tech, Operations, and other teams to triage issues, communicate releases and incidents, represent customer needs, and improve product adoption and support outcomes.

Requirements

Requires at least four years of relevant experience in customer support, customer experience, or a similar function, along with a relevant university degree or post-graduate program. Candidates should have experience with support platforms, process optimization, knowledge management, AI tools, and collaboration with Product and Tech teams, as well as strong communication and organizational skills.

Skills

Customer Support
Customer Experience
Support Operations
Process Design And Optimization
Knowledge Management
Help Center Ownership
Intercom Configuration
AI Agent Optimization
Technical Issue Diagnosis
Jira
Ticket Reporting And Analysis
Root Cause Analysis
Documentation Writing
Product And Technology Collaboration
Cross-Functional Collaboration
In-Platform Communications

Benefits

Hybrid-Remote Work Environment
Unlimited Vacation
Health And Wellness Reimbursement
RRSP / 401(k) Employer Matching
Social Events

Visa sponsorship

Not detected in the job text

Keywords

Dig One
Intercom
Jira
AI Agent
Help Center
Knowledge Management
Support Operations
Customer Experience
Customer Support
Ticket Deflection
CSAT
NPS
Root Cause Analysis
Messenger Flows
Support Metrics
Information Architecture
Release Readiness
Product Releases
Patch Notes
Incident Communications
Data Deletion
Security Questionnaires
Account Access Requests
Agile Solutions
Velocity Algorithm
Publishing Program
Customer Success
Commercial Enablement
Market Research

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Jobs in Canada