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Added 12 mins ago
FG
MANGO - Store Manager - Upper Canada Mall
Fox Group Canada Inc.
Newmarket, ON
- Full-time
We are looking for an experienced Store Manager who is an exceptional leader with the ability to motivate, inspire, and develop a high-performing store team. The Store Manager will be…
Added 12 mins ago
ACCOUNT MANAGER (HYBRID)
Green Shield Canada
Calgary, AB · Vancouver, BC · Toronto, ON · Windsor, ON
Minimum of five years experience as an Account Executive or Account
Added 12 mins ago
CD
Early Childhood Assistant (PT 18 Months Contract - Fraser Mustard)
Child Development Institute
Toronto, ON
- Part-time
Strong customer service capability; with experience in developing and maintaining positive relations with parents, families, peers and guests.
Added 12 mins ago
CF
Junior National Account Manager - Service Sales
Classic Fire + Life Safety
Toronto, ON
- Full-time
…lasting relationships with our clients, by providing over the top customer service and quality, timely response, and competitive value. As a Junior National Account Manager - Service Sales,…
Added 12 mins ago
TS
Class 1 Driver (Local)
The Shaw Group
NS
- Full-time
…duties as directed by the Production Supervisor or the Plant Manager, including assisting the Operating Teams with plant maintenance and…
Added 12 mins ago
HÀ
Country Manager – Canada
HR à la carte
Mississauga, ON
- Full-time
Qualifications and Experience of the Country Manager – Canada:
Added 12 mins ago
T
Senior Business Analyst - TD Asset Management
TD
Toronto, ON
- Full-time
…provide recommendations and/or direction based on the end-to-end customer experience when making…
Added 12 mins ago
T
Senior Actuarial Analyst
TD
Toronto, ON
- Full-time
…and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary…
Added 12 mins ago
T
Finance Operations Analyst I
TD
Dieppe, NB
- Full-time
…and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary…
Added 12 mins ago
T
Personal Banking Associate Trainee
TD
Oshawa, ON
- Full-time
…relationships with our customers by performing a broad range of customer service transactions and providing information and advice on services, products, and solutions to existing or…
Added 12 mins ago
LE
Assistant Store Manager - Full Time - Sherway Gardens
L'Occitane En Provence
Toronto, ON
- Full-time
As an Assistant Store Manager at L’Occitane Sherway Gardens, your mission is to create an environment that offers a peaceful respite from the hustle and bustle of daily life. Working…
Added 12 mins ago
D
Manager
Desjardins
Levis, QC · Montreal, QC
- Full-time
As Manager, your role involves using your ability to make quality decisions and build effective teams to manage a large subset of sales or operations activities or a support sub-function…
Added 12 mins ago
C
Theatre Manager Oakville & VIP 3 Month Contract
Cineplex
Oakville, ON · CPX Oakville & VIP
- Full-time
Cineplex’s Theatre Managers are an integral part of the team who provide an exceptional experience to each and every guest. Theatre Managers work to ensure that Company policies,…
Added 12 mins ago
CI
Supervisor (Part Time)
Carters Inc.
Niagara Falls, ON
- Part-time
Maintain a genuine customer focus on the sales floor
Added 12 mins ago
CT
Security Coordinator
Canadian Tire Corporation
Brampton, ON · AJ Billes Distribution Centre [AJBDC]
- Full-time
Reporting to the Corporate Security, Physical Security Operations Manager, the incumbent will support Loss Prevention operations administration duties. This position is responsible for card…
Added 12 mins ago
B
Manager, Liquidity & Funding Management
BMO
Toronto, ON · FCP
- Full-time
Typically between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
Added 12 mins ago
B
HR Consultant - Private Wealth
BMO
Toronto, ON · FCP
- Full-time
…customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your…
Added 12 mins ago
BQ
QNX Quality Manager
BlackBerry QNX
Ottawa, ON
- Full-time
Experience as an embedded software project manager or embedded software developer or quality engineer or internal auditor or process engineer with a desire and ability to learn quality.
Added 12 mins ago
B
QNX Quality Manager
BlackBerry
Ottawa, ON
- Full-time
Experience as an embedded software project manager or embedded software developer or quality engineer or internal auditor or process engineer with a desire and ability to learn quality.
Added 12 mins ago
A
Intern, Product Management - Manufacturing
Autodesk
Toronto, ON · AMER - Canada - Ontario - Toronto - University Ave
- Full-time
…and manufacturing. We act as the critical connection between customer needs and business strategy, solution design, software development, and go-to-market…
Added 27 mins ago
R
Senior Financial Analyst
Roofmart
Brampton, ON · Roofmart Brampton Office
- Full-time
…across Canada, we are strategically positioned to handle all our customer needs. We are looking for Enthusiastic, Driven, Outside of the Box Thinkers to help us grow our…
Added 27 mins ago
LensCrafters - Licensed Assistant Manager - #941 Guelph ON
EssilorLuxottica Group
Guelph, ON
Previous experience in leadership position within retail & customer service industry
Added 27 mins ago
A
Customer Service Representative/ Inside Sales Representative, Level 1
AirReps
Calgary, AB
- Full-time
Collaborate with the Branch Manager to determine best methods to resolve problems to ensure customer satisfaction and adherence to the organization’s policies. Coordinate problem resolution…
Added 27 mins ago
TA
SERVICE COORDINATOR - PART TIME
The Aldo Group Inc / Le Groupe Aldo Inc.
Ottawa, ON
- Part-time
Reporting to the Store Manager, the Part-Time Service Coordinator keeps everything behind the scenes running smoothly. From staying on top of inventory to making sure the store is always…
Added 27 mins ago
FB
Income Verifier
Fairstone Bank
Vancouver, BC
- Full-time
Together, we are the leading alternative lending bank in Canada. We have the collective experience and expertise to better serve our customers and foster our partners’ growth. With a…

Hume Health

Customer Support Manager, Escalations

Canada

Full-time

Apply About employer

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Job details

Job type: Full-time
Posting language: English
Posted: Oct 21, 2026

Original job description

About the role

Hume Health makes connected health hardware (Hume Pod, Hume Band, and the Hume Health app) and runs Hume Care, a telehealth weight-management program. Our support org is about 120 people across multiple regions, handling high-volume e-commerce and subscription support. Volume is growing fast, and it peaks sharply from November through January.

This is a team in the middle of a real transformation. We're investing heavily in how support works: a new escalation structure, a rebuilt knowledge base, cleaner tooling, and quality metrics focused on getting problems fully solved. We're also rolling out a new AI-powered support platform that will handle a meaningful share of frontline volume. That changes what the human team spends its time on. Less repetition, more judgment, more of the cases that actually need a person.

You'll join at the moment the new structure is being built, not after it's finished. If you want to help shape how a fast-growing support org runs, and learn a lot quickly while doing it, this is that role.

As a Customer Support Manager on our escalations team, you'll be the person the team turns to when a case is complicated or has no clear answer. You'll work alongside our support leadership on our highest-risk cases, guide the team leads and agents below you, and partner with Product, Engineering, Fulfillment, and Finance to fix problems at the source instead of re-solving them ticket by ticket.

What you'll do

Be the person who figures it out

Investigate across systems (Freshdesk, Shopify, Stripe, order and shipping data, internal tools) to piece together what actually happened before deciding.
Make sound calls when policy doesn't cover the case, document your reasoning, and flag the gap so the next person doesn't have to guess.
Take on frustrated or high-stakes cases directly, calm the situation, and close the loop.
Know when a problem is bigger than one ticket, and raise it quickly with evidence rather than a hunch.

Handle escalations

Working alongside our support leadership, you'll take on sensitive and high-risk cases, including legal, regulatory, privacy (GDPR/CCPA), and reputational matters.
Make refund, replacement, and exception decisions within your approval limits, with those limits growing as you ramp.
Help manage chargebacks and payment disputes: gather evidence, prepare responses, and look for patterns.
Route legal and compliance matters to the right internal owner with full context documented.

Help launch our new AI support platform

Review how the AI handles real customer conversations, and spot where it gets things wrong or hands off poorly.
Turn what you see in escalations into better knowledge base content, clearer policies, and smarter handoff rules.
Help define the line between what the AI resolves on its own and what needs a person, and keep refining it as the system learns.

Guide the team below you

Give Team Leads and Senior Agents clear guidance, approvals, and decisions so they resolve more on their own.
Coach through escalations: when a case reaches you that should have been solved lower, pass the answer back and fix the gap.
Work closely with offshore frontline teams across time zones.

Fix root causes across teams

Spot recurring issues across product, fulfillment, and billing, and turn them into tagged, measurable problems with an owner.
Coordinate with Product and Engineering on bugs and known issues, with Fulfillment on shipping, and with Finance on refunds.

Improve how we work

Draft SOPs, escalation rules, and policy changes for approval, and help roll them out through our weekly change process.
Track quality metrics (QA score, reopen rate, escalation accuracy, customer effort) rather than speed alone.

What you bring

Required

Strong investigative and problem-solving skills. You can work out a messy case from partial information across multiple systems.
Comfortable making decisions with incomplete information, and the judgment to know which calls to make yourself and which to escalate.
Calm, confident de-escalation with frustrated customers.
Ownership mindset. You finish what you start and don't hand problems back half-solved.
You learn fast and go looking for the answer instead of waiting to be told.
3+ years in customer support or CX, including 1+ year as a team lead, senior agent, or escalations owner.
Experience in high-volume e-commerce support, ideally with seasonal peaks.
Hands-on experience with Freshdesk (strongly preferred) or a similar platform such as Zendesk, Gorgias, or Intercom.
Experience with Shopify order management: refunds, returns, exchanges, and order edits.
Clear, direct writing. You'll write customer responses, guidance, and SOP drafts that others copy.

Nice to have

Experience with high-risk cases: legal threats, chargebacks, privacy requests, or public complaints.
Experience managing or coordinating offshore or distributed teams.
Consumer hardware or connected-device support (troubleshooting, warranty, RMA).
Subscription billing (Stripe, Recharge, or similar) and chargeback handling.
Telehealth, pharmacy, or other regulated healthcare-adjacent support.
Exposure to AI support tools, or a real curiosity about how they work.
Experience building or rebuilding support operations.

Room to grow

We're building our support org quickly, and this role helps shape how it works. There's a clear path to expanded scope, including policy ownership, larger approval authority, and input on capacity planning and headcount, especially ahead of peak season. As AI takes on more of the routine work, the people on this team will own more of what matters: judgment calls, root-cause fixes, and the systems that make everyone else better.

How we measure success

Escalations resolved correctly the first time, with clear reasoning documented for the next person.
Frontline and Senior Agents come to you for help and leave able to handle it themselves next time.
Recurring issues tagged, quantified, and assigned to an owner outside support.
AI and human handoffs get measurably cleaner over time because of what you feed back.
Processes you build are documented, measured, and work without you in the room.

Apply About employer

More about this job

Responsibilities

Investigate and resolve complex, sensitive customer escalations, make documented decisions, and coordinate with internal teams on legal, payment, product, fulfillment, and billing issues. Coach team leads and agents, improve AI and human support handoffs, and build measurable processes that address recurring problems at their source.

Requirements

Requires at least three years of customer support or CX experience, including at least one year as a team lead, senior agent, or escalation owner, plus experience in high-volume e-commerce support. Candidates should be skilled in investigation, judgment, customer de-escalation, clear writing, and hands-on use of Freshdesk or a similar platform and Shopify order management.

Skills

Investigative Problem-Solving
Escalation Management
Customer De-escalation
Decision-Making
E-commerce Support
Freshdesk
Shopify Order Management
Refunds and Chargebacks
Privacy and Compliance Case Handling
AI Support Platform Evaluation
Knowledge Base Development
SOP and Policy Development
Root-Cause Analysis
Cross-Functional Collaboration
Team Coaching
Quality Metrics

Visa sponsorship

Not detected in the job text

Keywords

Freshdesk
Zendesk
Gorgias
Intercom
Shopify
Stripe
Recharge
AI Support Platform
Knowledge Base
Escalation Management
E-commerce
Customer Experience
Chargebacks
Payment Disputes
GDPR
CCPA
Privacy Requests
Legal and Regulatory Cases
Refunds
Returns
Exchanges
Order Management
Subscription Billing
Quality Assurance
Customer Effort
Root-Cause Analysis
SOPs
Offshore Teams
Connected Devices
Warranty

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