Case Support Manager (Technical)

• Location:Remote (within Canada)
• Department:Client Support & Operations
• Reports To:Head of Client Success
• Full time - Monday to Friday

Staff4half is recruiting a Case Support Manager for our client to lead and optimize their case support operations. This key role will oversee the full case management lifecycle, ensure compliance with client SLAs, maintain 24/7 support availability, and proactively address potential service disruptions. The manager will also provide hands-on Tier 1-2 Microsoft Teams Voice support and manage case escalations across platforms. We seek a strategic thinker dedicated to enhancing support efficiency, client satisfaction, and operational excellence.

Key Responsibilities:

• Case & SLA Management: Oversee end-to-end case handling (triage, prioritization, resolution), enforce SLAs (monitor response/resolution times), manage case queues (reallocate/escalate), create support documentation (escalation, workflows, troubleshooting), and own 24/7 support (staffing, on-call, incident response).
• Proactive Client & Service Integrity: Implement real-time client outage/degradation notifications, maintain accurate client service/contact/escalation records, refine client communication protocols (updates, maintenance, resolutions, risk mitigation), and identify/prevent trending issues with relevant teams.
• MS Teams Voice Support (Tier 1-2): Resolve complex Teams Voice issues (routing, SIP, Direct Routing, CCaaS), troubleshoot (provisioning, quality, network), liaise with Microsoft/vendors for escalations, and enhance Teams Voice support documentation (guides, RCA, KB).
• Cross-Team & Process Improvement: Collaborate with internal teams (engineering, network, product) for issue resolution/prevention, manage vendor/partner communication for escalations, develop case/escalation/satisfaction reporting, and identify/implement operational workflow improvements.
• Client Engagement & Escalations: Be the main point for high-priority escalations (timely/satisfactory resolutions), provide regular client support performance updates (trends, times, pain points), conduct post-incident reviews (lessons learned), and foster strong client relationships (proactive communication, support excellence).

Qualifications & Experience:

• 5+ years in technical support, case management, or client success (cloud comms/SaaS).
• Expert in Microsoft Teams Voice (troubleshooting, configuration, CCaaS/telephony integration).
• Proven SLA management and KPI/performance alignment.
• Demonstrated leadership in support team management, workflow optimization, and process improvement.
• Proficient in support trend analysis, reporting, and proactive solution recommendation.
• Deep knowledge of escalation management, vendor coordination, and 24/7 support.
• Strong client communication and relationship management skills, especially in high-pressure situations.
• Experienced with ticketing/case management tools (e.g., Zendesk, ServiceNow, Freshdesk, Salesforce).
• Microsoft Teams certifications (MS-700, MS-720) preferred.

Why Join Us?

Our client is redefining the communication landscape. As our Case Support Manager, you will play a pivotal role in shaping our support strategy, driving client success, and enhancing operational efficiencies.