Jobs in Canada

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Added 5 hours ago
TP
Business Development Manager
T&T Power Group
Canada
- Full-time
…utilities, mining operations, LNG facilities, industrial operators, data center developers, EPC contractors, consulting engineers, and independent power…
Added 9 hours ago
S
Directeur ou directrice de l’ingénierie – Solutions thermiques pour centres de données / Senior Director of Engineering - Data Center Thermal Solutions
Smardt
Dorval, QC
- Full-time
Added 10 hours ago
RT
Conseiller(ère) Sénior, Acquisition de talents | Senior Advisor, Talent Acquisition
Rio Tinto
Montreal, QC
- Full-time
Added 11 hours ago
Associate Category Manager
Glen Dimplex Americas
Cambridge, ON
The Associate Category Manager provides analytical, project-management, and operational support for the Flame and Consumer Products (CPG) portfolios. Reporting to the Category Manager, this…
Added 12 hours ago
MP
Project Quality Lead
MasTec Purnell Canada
Edson, AB
- Temporary
…industry knowledge and qualifications. Specific compensation data associated with our career opportunities may be system generated and not an accurate reflection of MasTec Purnell’s market…
Added 12 hours ago
DI
Manager, Product Support
Dig Insights
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…over 250 strategists, insights consultants, developers, and data scientists. We work for a global client base out of offices in Toronto, Chicago, London, and…
Added 13 hours ago
WI
Senior Information Technology Consultant, Buildings
WSP in Canada
Victoria, BC
- Full-time
Broad knowledge of security, audiovisual, data centre , and integrated building systems; a Data Center Design Consultant (DCDC) designation is an asset.
Added 13 hours ago
S
Channel Development Manager
Survalent
Toronto, ON
- Full-time
The grid is transforming - and you could be at the center of it. Survalent is looking for a Channel Development Manager to build and grow the partner ecosystem behind some of North…
Added 13 hours ago
WI
Senior Information Technology Consultant, Buildings
WSP in Canada
Nanaimo, BC
- Full-time
Broad knowledge of security, audiovisual, data centre , and integrated building systems; a Data Center Design Consultant (DCDC) designation is an asset.
Added 13 hours ago
E
Senior Manager, Market Intelligence & Strategic Insights (Supply Chain)
Equinix
Toronto, ON
- Full-time
The Senior Manager, Market Intelligence & Strategic Insights (Supply Chain) is a hands-on leader within Procurement and MCE who supports MCE-led supply chain, market intelligence, and…
Added 13 hours ago
Senior Information Technology Consultant, Buildings
WSP
Victoria, BC
Broad knowledge of security, audiovisual, data centre, and integrated building systems; a Data Center Design Consultant (DCDC) designation is an asset.
Added 14 hours ago
WI
Senior Information Technology Consultant, Buildings
WSP in Canada
Nanaimo, BC
- Full-time
Broad knowledge of security, audiovisual, data centre , and integrated building systems; a Data Center Design Consultant (DCDC) designation is an asset.
Added 14 hours ago
S
Channel Development Manager
Survalent
Brampton, ON
- Full-time
The grid is transforming - and you could be at the center of it. Survalent is looking for a Channel Development Manager to build and grow the partner ecosystem behind some of North…
Added 14 hours ago
S
Channel Development Manager
Survalent
Milton, ON
- Full-time
The grid is transforming - and you could be at the center of it. Survalent is looking for a Channel Development Manager to build and grow the partner ecosystem behind some of North…
Added 14 hours ago
S
Channel Development Manager
Survalent
Oakville, ON
- Full-time
The grid is transforming - and you could be at the center of it. Survalent is looking for a Channel Development Manager to build and grow the partner ecosystem behind some of North…
Added 14 hours ago
WI
Senior Information Technology Consultant, Buildings
WSP in Canada
Victoria, BC
- Full-time
Broad knowledge of security, audiovisual, data centre , and integrated building systems; a Data Center Design Consultant (DCDC) designation is an asset.
Added 1 day ago
Senior Manager, Global Facilities & Risk Management
Celestica International LP
Toronto, ON
As the Senior Manager, Global Facilities & Risk Management, you will be responsible for tasks such as, but not limited to, the following:
Added 1 day ago
Construction Manager - Telecommunications & Transmission
Kiewit
Oakville, ON
Experience with mini-data center environments, including equipment rooms, racks, cooling, power distribution, backup power, connectivity, security, commissioning, or turnover, is considered…
Added 2 days ago
WC
(CAN) Manager, Business Operations eCommerce
Walmart Canada
Mississauga, ON
- Full-time
Additionally, the manager may develop and implement driver value propositions, including driver focus groups and other listening mechanisms to identify and address driver pain points,…
Added 2 days ago
W
(CAN) Manager, Business Operations eCommerce
Walmart
Mississauga, ON
- Full-time
Additionally, the manager may develop and implement driver value propositions, including driver focus groups and other listening mechanisms to identify and address driver pain points,…
Added 2 days ago
Senior Manager, IT Business Partner
Celestica International LP
Toronto, ON
…Information Systems (HRIS) and related applications, ensuring data integrity and streamlined data…
Added 3 days ago
Sales Application Engineer
Systemair
Tillsonburg, ON
…ventilation solutions that improve health and productivity in an energy-efficient and sustainable manner. Entrepreneurship is in our DNA, and we continue to grow in terms of capabilities,…
Added 3 days ago
S
Channel Development Manager
Survalent
Mississauga, ON
- Full-time
The grid is transforming - and you could be at the center of it. Survalent is looking for a Channel Development Manager to build and grow the partner ecosystem behind some of North…
Added 3 days ago
V
Technical Marketing Specialist
Vale
Canada
- Full-time
…markets. The role is based in Toronto and reports to the Senior Market Development Manager. The Technical Marketing Specialist is responsible for connecting technical product knowledge,…
Added 4 days ago
VB
Technical Marketing Specialist
Vale Base Metals
Toronto, ON
- Full-time
…markets. The role is based in Toronto and reports to the Senior Market Development Manager. The Technical Marketing Specialist is responsible for connecting technical product knowledge,…

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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Work requirements

Jobs in Canada