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Added 13 mins ago
S
Legal Counsel
Stay22
Montreal, QC · Greater Montreal Metropolitan Area
- Full-time
Hiring Manager call with our Head of Legal & Compliance (60 minutes)
Added 14 mins ago
Legal Counsel
Stay22
Montreal, QC
Hiring Manager call with our Head of Legal & Compliance (60 minutes)
Added 14 mins ago
MM
Senior Investment Consultant I
Marsh McLennan
Toronto, ON
- Full-time
This role will be based in Toronto and offers a hybrid work arrangement, requiring a minimum of three days per week in the office · All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week
Added 28 mins ago
TS
Street Outreach Worker
The Salvation Army Canada and Bermuda Territory
Ottawa, ON
- Part-time
· Provide intervention services in the event of crisis and contact appropriate authorities when necessary
Added 28 mins ago
TS
Street Outreach Worker
The Salvation Army Canada and Bermuda Territory
Ottawa, ON
- Part-time
· Provide intervention services in the event of crisis and contact appropriate authorities when necessary
Added 28 mins ago
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Experts, service-conseil | Client Success Experts
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Montreal, QC
- Full-time
Chez Bloom, nous ne fermons jamais la porte aux talents d’exception. Que vous soyez un·e leader en services-conseil, un·e stratège orienté·e client ou un·e professionnel·le d’agence…
Added 28 mins ago
FF
Private Wealth Manager/Portfolio Manager
Focus Financial Partners
Toronto, ON
- Full-time
The ideal candidate is fully licensed in Canada, preferably with US/cross-border licensing and experience
Added 28 mins ago
CM
Administrative and Youth Facilitator (Youth Wellness Hubs Ontario, Wellington-Guelph)
Canadian Mental Health Association
Guelph, ON · Fergus, ON
- Full-time
The Administrative and Youth Facilitator conducts wellness services intakes for youth, families, service providers and community members reaching out to access clinical services and gather…
Added 43 mins ago
JK
Immigration case manager
Jane Katkova & Associates, Canadian Immigration Law Consulting
Toronto, ON · North York, ON
- Full-time
…Canadian immigration and citizenship matters, we offer expert services to clients worldwide, serving both individuals and…
Added 43 mins ago
EW
Gestionnaire de projet sénior / Senior Project Manager
Evolving Web
Montreal, QC
- Full-time
Représenter les intérêts et les besoins du client au sein d'Evolving Web
Added 43 mins ago
gestionnaire du soutien à la clientèle/ Manager, Customer Support
OneSpan
Montreal, QC
Il s’agit d’un poste hybride nécessitant une présence au bureau de 2 à 3 jours par semaine
Added 43 mins ago
Territory Manager
Nors
Quebec, QC · Laval, Quebec, QC
Overtime/ day and night shift
Added 43 mins ago
Manager- Finance Optimization- Financial Accounting and Advisory Services- Assurance 1
EY
Toronto, ON
As a FAAS Manager, you will be a professional member of our team, responsible for both guiding our staff and senior consultants – and building our culture - while also developing long-term…
Added 58 mins ago
MF
Plan Manager
Mackenzie Financial Corporation
Toronto, ON · Greater Toronto Area, ON
- Other
The Plan Manager and Data Integrity team is seeking a knowledgeable, driven, and inquisitive self-starter to join us as a Plan Manager. Reporting to the Senior Manager of Operations, you…
Added 58 mins ago
PI
Senior Field Project Manager
Pattison ID
Dorval, QC · Surrey, BC · Pickering, ON
- Full-time
…issues, and provide actionable performance feedback to the Field Services Manager and Supplier Network…
Added 58 mins ago
H
Gestionnaire de l'ingénierie, Grand livre auxiliaire// Engineering Manager, Subledger
Hopper
Remote, Canada
- $200,000 to $250,000 CAD / year
- Full-time
- Remote
Tous les employés et leurs personnes à charge ont accès aux services de télémédecine de Dialogue, en tout temps, où que vous soyez
Added 58 mins ago
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Senior Analyst, Analytics & Insights
Klick
Toronto, ON
- Full-time
…modelling, partnering closely with media, strategy, technology, and client services to deliver insights grounded in rigorous analysis and clear…
Added 58 mins ago
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Senior Web Developer (Full Stack)
Klick
Toronto, ON
- Full-time
…functional, future-ready solutions. Their work supports both client delivery and internal…
Added 1 hour ago
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Insurance Service Specialist at Petrela Westmount
Navacord
Toronto, ON
- $55,000 to $65,000 CAD / year
- Full-time
Interact with Account Manager and Insurance Associate colleagues for guidance and direction on client service requests (as they relate to document preparation).
Added 1 hour ago
MS
Manager, Forensic Accounting
ML6 Search + Talent Advisory
Kingston, ON
- $120,000 to $140,000 CAD / year
- Full-time
Our client, a well-established professional services firm, is seeking a Manager, Forensic Accounting to join its growing litigation and insurance accounting practice.
Added 1 hour ago
UO
Senior Manager, Animal Care Operations
University of Ottawa
Ottawa, ON
- Full-time
The Senior Manager leads managers and supervisors responsible for the operational delivery of animal care and research support services across the University's animal care facilities. The…
Added 1 hour ago
PM
Study Coordinator - Clinical
Pharma Medica Research Inc.
Toronto, ON
- Full-time
Generate client update and forward to Client Services as required.
Added 1 hour ago
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Senior Web Developer (Full Stack)
Klick
Toronto, ON
- Full-time
…functional, future-ready solutions. Their work supports both client delivery and internal…
Added 1 hour ago
K
Senior Analyst, Analytics & Insights
Klick
Toronto, ON
- Full-time
…modelling, partnering closely with media, strategy, technology, and client services to deliver insights grounded in rigorous analysis and clear…
Added 1 hour ago
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Senior Manager / Director – Building Science
Hays
Vaughan, ON
- Full-time
Working arrangement: 3 days in office, 2 WFH, half days on Friday

OneSpan

gestionnaire du soutien à la clientèle/ Manager, Customer Support

Montreal, QC, Canada

Apply on onespan.com About employer

Applications open in a new tab.

Job details

Work location: We are hiring for this role in Montreal and it’s a hybrid role with 2/3 days in the office
Posting language: English · French
Posted: Nov 11, 2026

Original job description

English section of this bilingual listing.

At OneSpan, we specialize in digital identity and anti-fraud solutions that create exceptional and secure experiences.

OneSpan is hiring a Customer Support Manager for our Security America’s team. In this role, they will have responsibility for delivering a World Class Customer Support experience for the OneSpan Security Business Unit in the America’s.

The role is accountable for meeting the Service Levels for requests and incidents addressed by the regional team as well as overall Customer Satisfaction. This covers cases for the America’s region, from global customers and high-priority cases that require continuous support. The Customer Support Manager OneSpan Security America’s is expected to suggest and implement improvements to deliver a world class customer support service, assuring compliance and alignment with global operational standards, procedures and best practices.

We are hiring for this role in Montreal and it’s a hybrid role with 2/3 days in the office.

World class customer support

We are fully committed to our customers’ success. Our knowledgeable and highly responsive services and support team’s mission is to ensure timely implementation and problem resolution in the most courteous manner.

Job Duties and Responsibilities

Responsible for line management of the OneSpan Security Customer Support Level 1 and Level 2 team in the America’s
Monitor and divide workload equitably among support resources
Responsible for scheduling of staff and hiring
Drive actions to increase overall customer satisfaction
Responsible for the effective implementation of the Customer Support / Incident

Management Process

Accountable for the overall quality of the process execution and oversees the management and compliance with the procedures, data models, policies, and technologies associated with the process
Monitor Key Performance Indicators (KPIs) and that these objectives are realized
Assume incident (escalation) Manager responsibilities as and when needed
Position could include on-call duties

Requirements

5+ years’ experience as Manager in a Customer/Technical Support environment
Bachelor’s degree in computer science or equivalent
Strong customer facing approach / very customer-centric
Strong communication skills (written/spoken)
Well-organized with attention to detail
ITIL-Foundation (ITSM)

Nice-to-haves

ServiceNow CSM experience
International experience
Languages other than English, especially Spanish
The more of the following, the better:
Operating Systems (Linux, Mac OS X)
Programming Languages (JAVA, C#)
Scripting (XML, HTML, JSON, CSS, XSLT)
Databases (Oracle, MariaDB, MS SQL)
Servers (Websphere, Apache, Weblogic, JBOS)
Mobile development (Android, iOS)
Webservices (SOAP, REST, Groovy)

Team Objectives / KPI’s

Achieve Service Level as defined in OneSpan Support agreements for Priority 1 and 2 incidents handled by the OneSpan America’s Customer Support team
Achieve Service Levels as defined in OneSpan Support agreements for Global Incidents (follow-the-sun)
Achieve Service Level as defined in OneSpan Support agreements for priority 3 and 4 incidents handled by the OneSpan America’s Customer Support team
85% of the cases with priority 1 & 2 will be solved within 1 week. If not, an acceptable workaround is being delivered
90% of the cases with priority 3 & 4 will be solved within 1 month. If not, an acceptable workaround is being delivered
Slow movers: EVERY Priority 1 & 2 ticket must be updated at least every hour.
Customer Satisfaction Survey: 4/5

Role Objectives / KPI’s

Team member development program execution
Customer satisfaction

Disclaimer: This position requires proficiency in a language other than French, as you will be working in partnership with internal and/or external customers outside Québec.

Read the full bilingual original

At OneSpan, we specialize in digital identity and anti-fraud solutions that create exceptional and secure experiences.

OneSpan est à la recherche d’un(e) gestionnaire du soutien à la clientèle pour se joindre à notre équipe Sécurité Amériques. Dans ce rôle, la personne sera responsable d’offrir une expérience de soutien à la clientèle de calibre mondial pour l’unité d’affaires Sécurité de OneSpan dans la région des Amériques.

Le poste est responsable du respect des niveaux de service pour les demandes et incidents pris en charge par l’équipe régionale, ainsi que de la satisfaction globale de la clientèle. Cette responsabilité couvre les dossiers de la région des Amériques, incluant les clients mondiaux et les cas de haute priorité nécessitant un soutien continu. Le ou la gestionnaire du soutien à la clientèle, Sécurité Amériques, devra proposer et mettre en œuvre des améliorations afin d’offrir un service de soutien à la clientèle de classe mondiale, tout en assurant la conformité et l’alignement avec les normes opérationnelles, procédures et meilleures pratiques mondiales.

Nous recrutons pour ce poste à Montréal. Il s’agit d’un poste hybride nécessitant une présence au bureau de 2 à 3 jours par semaine.

Un soutien à la clientèle de classe mondiale

Chez OneSpan, nous sommes pleinement engagés envers la réussite de nos clients. La mission de notre équipe de services et de soutien, hautement compétente et réactive, est d’assurer une mise en œuvre rapide et une résolution efficace des problèmes, toujours avec le plus grand professionnalisme.

Principales responsabilités

Assurer la gestion directe de l’équipe de soutien à la clientèle de niveau 1 et niveau 2 de OneSpan Security pour la région des Amériques.
Surveiller et répartir équitablement la charge de travail entre les ressources de soutien.
Gérer la planification des effectifs ainsi que les activités de recrutement.
Mettre en œuvre des initiatives visant à accroître la satisfaction globale de la clientèle.
Assurer la mise en œuvre efficace du processus de soutien à la clientèle et de gestion des incidents.
Être responsable de la qualité globale de l’exécution des processus et veiller à la conformité des procédures, modèles de données, politiques et technologies associées.
Élaborer et gérer les plans de développement des membres de l’équipe (compétences relationnelles et compétences techniques).
Participer aux activités opérationnelles quotidiennes de l’équipe au besoin.
Effectuer le suivi des indicateurs clés de performance (KPI) et veiller à l’atteinte des objectifs.
Assumer le rôle de gestionnaire des incidents (escalades) lorsque requis.
Le poste peut inclure des périodes de garde (« on-call »).

Exigences

Minimum de 5 ans d’expérience à titre de gestionnaire dans un environnement de soutien à la clientèle ou de soutien technique.
Baccalauréat en informatique ou formation équivalente.
Forte orientation client et approche centrée sur l’expérience client.
Excellentes habiletés de communication, tant à l’oral qu’à l’écrit.
Sens de l’organisation développé et grande attention aux détails.
Certification ITIL Foundation (ITSM).

Atouts

Expérience avec ServiceNow CSM.
Expérience de travail dans un contexte international.
Maîtrise d’autres langues que l’anglais, particulièrement l’espagnol.
Plus la personne possède de connaissances dans les domaines suivants, mieux c’est :
- Systèmes d’exploitation (Linux, Mac OS X)
- Langages de programmation (Java, C#)
- Langages de script et technologies Web (XML, HTML, JSON, CSS, XSLT)
- Bases de données (Oracle, MariaDB, Microsoft SQL Server)
- Serveurs (WebSphere, Apache, WebLogic, JBoss)
- Développement mobile (Android, iOS)
- Services Web (SOAP, REST, Groovy)

Objectifs de l’équipe / KPI

Atteindre les niveaux de service définis dans les ententes de soutien de OneSpan pour les incidents de priorité 1 et 2 gérés par l’équipe de soutien à la clientèle des Amériques.
Atteindre les niveaux de service définis pour les incidents mondiaux selon le modèle de soutien « follow-the-sun ».
Atteindre les niveaux de service définis pour les incidents de priorité 3 et 4 gérés par l’équipe de soutien à la clientèle des Amériques.
Résoudre 85 % des dossiers de priorité 1 et 2 dans un délai d’une semaine. Si ce n’est pas possible, fournir une solution de contournement acceptable.
Résoudre 90 % des dossiers de priorité 3 et 4 dans un délai d’un mois. Si ce n’est pas possible, fournir une solution de contournement acceptable.
Dossiers en attente prolongée : chaque billet de priorité 1 et 2 doit être mis à jour au minimum toutes les heures.
Maintenir un résultat de satisfaction client de 4/5.

Objectifs du poste / KPI

Exécution du programme de développement des membres de l’équipe.
Satisfaction de la clientèle.

_________________________________________________________________________________

We are hiring for this role in Montreal and it’s a hybrid role with 2/3 days in the office.

World class customer support

Job Duties and Responsibilities

Responsible for line management of the OneSpan Security Customer Support Level 1 and Level 2 team in the America’s
Monitor and divide workload equitably among support resources
Responsible for scheduling of staff and hiring
Drive actions to increase overall customer satisfaction
Responsible for the effective implementation of the Customer Support / Incident

Management Process

Accountable for the overall quality of the process execution and oversees the management and compliance with the procedures, data models, policies, and technologies associated with the process
Manages personal development plans (Soft Skills, Technologies) for team members
Participation on team daily operation as needed
Monitor Key Performance Indicators (KPIs) and that these objectives are realized
Assume incident (escalation) Manager responsibilities as and when needed
Position could include on-call duties

Requirements

5+ years’ experience as Manager in a Customer/Technical Support environment
Bachelor’s degree in computer science or equivalent
Strong customer facing approach / very customer-centric
Strong communication skills (written/spoken)
Well-organized with attention to detail
ITIL-Foundation (ITSM)

Nice-to-haves

ServiceNow CSM experience
International experience
Languages other than English, especially Spanish
The more of the following, the better:
Operating Systems (Linux, Mac OS X)
Programming Languages (JAVA, C#)
Scripting (XML, HTML, JSON, CSS, XSLT)
Databases (Oracle, MariaDB, MS SQL)
Servers (Websphere, Apache, Weblogic, JBOS)
Mobile development (Android, iOS)
Webservices (SOAP, REST, Groovy)

Team Objectives / KPI’s

Achieve Service Level as defined in OneSpan Support agreements for Priority 1 and 2 incidents handled by the OneSpan America’s Customer Support team
Achieve Service Levels as defined in OneSpan Support agreements for Global Incidents (follow-the-sun)
Achieve Service Level as defined in OneSpan Support agreements for priority 3 and 4 incidents handled by the OneSpan America’s Customer Support team
85% of the cases with priority 1 & 2 will be solved within 1 week. If not, an acceptable workaround is being delivered
90% of the cases with priority 3 & 4 will be solved within 1 month. If not, an acceptable workaround is being delivered
Slow movers: EVERY Priority 1 & 2 ticket must be updated at least every hour.
Customer Satisfaction Survey: 4/5

Role Objectives / KPI’s

Team member development program execution
Customer satisfaction

Avis: Ce poste nécessite la maîtrise d'une langue autre que le français car vous serez en partenariat avec des clients internes et/ou externes hors du Québec.

Disclaimer: This position requires proficiency in a language other than French, as you will be working in partnership with internal and/or external customers outside Québec.

Apply on onespan.com About employer

More about this job

Responsibilities

The Customer Support Manager is responsible for leading the Level 1 and Level 2 support teams in the Americas to ensure world-class service and high customer satisfaction. They will manage daily operations, monitor KPIs, handle escalations, and implement process improvements to align with global standards.

Requirements

Candidates must have at least 5 years of experience in a customer or technical support management role and hold a bachelor's degree in computer science or equivalent. Proficiency in ITIL Foundation is required, and experience with ServiceNow CSM is considered a strong asset.

Skills

Customer Support Management
Incident Management
Team Leadership
ITIL Foundation
ServiceNow CSM
Customer Satisfaction
KPI Monitoring
Technical Support
Staff Scheduling
Performance Development
Escalation Management
Communication Skills
Problem Resolution
Operational Compliance
Stakeholder Management

Visa sponsorship

Not detected in the job text

Keywords

Customer Support
Incident Management
ITIL
ServiceNow
KPI
Security
Linux
Mac OS X
Java
C#
XML
HTML
JSON
CSS
XSLT
Oracle
MariaDB
SQL Server
WebSphere
Apache
WebLogic
JBoss
Android
iOS
SOAP
REST
Groovy
Digital Identity
Anti-fraud
Hybrid

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Work requirements

Jobs in Canada