Sr manager, customer support

Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region.

Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving efficiency, productivity and compliance for the global workforce.

Our brand promise - Makes Work Life Better™ - Reflects our commitment to employees, customers, partners and communities globally.

About the opportunity

The Sr. Manager of Customer Support is responsible for leading and evolving front-line customer support operations to deliver a timely, effective, and consistent customer experience across the case lifecycle. This leader owns organizational performance across case management, customer responsiveness, service levels, backlog, escalations, quality, productivity, and NPS while building the leadership, processes, and capabilities required to scale the organization.

As a leader of leaders, the Sr. Manager develops high-performing leaders and teams, and establishes clear accountability for customer, employee, and business outcomes. This role ensures cases are effectively owned, progressed, communicated, and resolved while continuously improving how support is delivered.

Success requires strong customer and people leadership, operational discipline, strategic thinking, and the ability to influence across organizational boundaries in a complex, fast-paced global SaaS environment.

Key Partnerships

This role partners closely with:

• Customer Operations Leadership to shape service strategy, organizational priorities, operating standards, and performance expectations.
• Centralized Planning and Resource Planning to align staffing, scheduling, capacity, proficiency, and skill coverage with customer demand.
• Customer Success to strengthen customer health, manage escalations, and improve overall service effectiveness.
• Product and Engineering to resolve complex customer issues, address defects, identify recurring product concerns, and reduce customer impact.
• Learning & Development and Talent Acquisition to strengthen leadership and technical capabilities, close proficiency gaps, and build the workforce needed for the future.
• Technology and cross-functional partners to identify opportunities to improve customer and employee experience through automation, AI, knowledge, and process improvement.

What you’ll get to do

Customer Support & Case Management

Provide operational leadership across multiple customer support teams, products, and skill sets, ensuring timely, consistent, and high-quality service.

Establish and reinforce organizational standards for case ownership, prioritization, response, follow-up, communication, resolution, and closure.

Create operating mechanisms that provide visibility into backlog, case aging, severity, stalled cases, transfers, and other indicators of customer and case health.

Anticipate customer and operational risks and ensure leaders intervene before issues become escalations or negatively impact the customer experience.

Drive accountability across the organization for effective troubleshooting, case documentation, customer communication, ownership, and resolution.

Identify systemic barriers to resolution and partner across the organization to remove them.

Customer Experience & Escalation Management

Own support performance across NPS, customer satisfaction, service levels, responsiveness, resolution effectiveness, and other key customer outcomes.

Translate customer feedback, case trends, and operational data into strategies and actions that improve the customer experience.

Provide leadership for complex and high-impact customer escalations, ensuring clear ownership, communication, recovery plans, and resolution.

Partner with Customer Success, Product, Engineering, and other organizations to remove barriers and establish shared accountability for customer outcomes.

Establish service recovery strategies when customer expectations or commitments are not met.

Identify recurring sources of customer effort and advocate for systemic improvements across processes, products, and technology.

Leadership, Talent & Organizational Capability

Lead and develop managers and multi-level support teams, establishing clear accountability for customer outcomes, quality, productivity, engagement, and performance.

Build leadership capability through consistent coaching, performance management, recognition, development, and clear leadership expectations.

Establish a strong performance culture in which leaders understand their business, develop their people, and take timely action when performance or customer outcomes fall below expectations.

Build a culture centered on customer ownership, accountability, empathy, collaboration, continuous improvement, and results.

Develop succession plans, leadership pipelines, and critical capabilities needed to support future organizational growth.

Create an environment where leaders and employees are empowered to solve problems, challenge inefficient processes, and improve the customer experience.

Operational Performance & Continuous Improvement

Own the overall health and performance of support teams across demand, capacity, productivity, quality, backlog, service levels, and customer experience.

Establish KPIs, governance, and operating rhythms that create visibility into performance, identify emerging risks, and drive timely action.

Partner with Centralized Planning to align workforce capacity, schedules, proficiency, and skill coverage with current and forecasted customer demand.

Identify and lead opportunities to improve case management processes, workflows, knowledge, and tools to reduce transfers, rework, resolution time, and customer effort.

Use data and operational insights to identify root causes, prioritize improvement opportunities, and measure the impact of changes.

Support Strategy, Technology & Transformation

Translate broader Customer Support strategy into clear priorities, operating plans, and measurable outcomes for the organization.

Identify opportunities to simplify and scale support through process redesign, automation, AI, self-service, knowledge, and emerging technologies.

Champion adoption of new tools and ways of working that improve customer experience, employee effectiveness, and operational performance.

Partner across Customer Operations, Product, Engineering, Technology, and other functions to influence capabilities and investments that improve support delivery.

Lead organizational change effectively, ensuring leaders and employees understand the purpose, expectations, and customer impact of transformation initiatives.

Build scalable operating practices that support organizational growth and an increasingly global customer base.

Skills and experience we value

Minimum of 15+ years of progressive experience in Customer Support, Customer Service, SaaS Operations, Technical Support, or a related customer-facing environment.

Minimum of 10+ years of leadership experience, including significant experience leading managers and multi-level teams.

Minimum of 4+ years of global Customer Service or Customer Support Operations leadership experience, partnering with senior and frontline leaders to drive operational and customer service excellence.

Experience leading large-scale customer support or technical support operations in a SaaS, technology, or complex contact center environment.

Strong understanding of case management, queues, backlog, escalations, SLAs, NPS, quality, productivity, workforce capacity, and customer experience metrics.

Demonstrated ability to lead complex and high-impact customer escalations and drive accountability across organizational boundaries.

Proven ability to develop leaders, manage organizational performance, build succession pipelines, and create high-performing customer support teams.

Strong analytical and business acumen with the ability to translate customer, workforce, and performance data into strategic priorities and measurable actions.

Demonstrated experience leading operational improvement, organizational change, or transformation initiatives.

Strong understanding of how technology, automation, AI, knowledge, and self-service can improve customer support operations.

Exceptional communication and stakeholder management skills, including demonstrated experience influencing senior leaders and cross-functional partners.

Bachelor’s degree in Business.

What would make you stand out

MBA or other advanced degree preferred.

You have led large, global, multi-skilled support organizations in a SaaS or technical support environment.

You think beyond individual cases and identify systemic opportunities to improve the customer experience at scale.

You understand how strong case ownership, responsiveness, communication, and follow-through translate into customer trust, loyalty, and NPS.

You develop strong managers and leaders who take ownership of their people, their business, and their customer outcomes.

You combine customer feedback, operational data, and business judgment to identify issues early and drive measurable improvements.

You have successfully used technology, automation, AI, or process transformation to improve customer and employee experiences.

You can move comfortably between strategy and execution—setting direction while ensuring leaders deliver consistent results.

You thrive in complex, fast-paced environments and can balance customer experience, employee engagement, operational performance, and long-term organizational capability.

What’s in it for you

Dayforce is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment.

We encourage individuals to apply based on their passions.

Dayforce employees and their families are eligible to participate in the following benefits programs: medical, dental, vision, and life insurance. Dayforce employees are also eligible to participate in a 401k plan (plus match). Employees also receive unlimited Time Away From Work (in lieu of accrued vacation time), 10 paid US holidays, up to 80 hours of paid sick time and 17 weeks of paid parental leave, subject to the terms of the applicable policy or program.

With a commitment to community impact, including volunteer days and our charity, Dayforce Cares we provide opportunities for you to thrive both in your career and personal life. Our focus is not just on your job but on supporting you to be the best version of yourself.

About the Salary Ranges

Please note that the salary range mentioned in this job description should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including bonuses and/or incentives, or a candidate’s experience, skills, budget and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization.

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