Technical Customer Support Manager

About Acturis

Acturis is a leading software-as-a-service platform supporting the Canadian insurance market. Founded in 2000, Acturis supports more than 50,000 users across the UK, Canada, Ireland, France and Poland. Our cloud-based platform powers brokers, insurers and MGAs across personal, commercial and specialty lines, enabling efficient trading, data-driven decisions and seamless digital workflows.

Acturis is supporting a growing community of Canadian brokers and insurers through a modern, digital-first trading platform. The Acturis Platform is part of the Acturis Group.

At the Acturis Canada Headquarters in Victoria, you’ll enjoy:

• A 15-minute walk from downtown Victoria, with patio access and nearby fitness facilities.

• Hybrid working, with up to three days per week from home following the training period.

• Competitive salary with annual performance reviews.

• 100% employer-paid benefits and Group RRSP matching after three months.

• 20 paid vacation days, plus all British Columbia statutory holidays.

• Eligibility for bonus and share incentive programmes.

The Role

As Technical Customer Support Manager, you will lead the Canadian Technical Support team, driving service performance, team development, and operational effectiveness. You will build a high-performing culture by developing leaders, supporting employee growth, and setting clear expectations. Working closely with UK Customer Support leadership, you will promote consistency and share best practices across regions. Using data and customer insights, you will prioritize improvements, address performance challenges, and support future growth. You will also serve as a senior escalation point for customers and internal stakeholders.

What You'll Be Responsible For

People Leadership and Team Culture

• Foster a positive, inclusive, and customer-focused culture, setting clear expectations and accountability across the team.

• Coach and develop leaders and employees through feedback, career development, succession planning, and knowledge sharing.

• Maintain strong engagement and address performance or people-related issues promptly and effectively.

Operational Ownership and Service Performance

• Lead day-to-day service delivery, ensuring high standards of quality, responsiveness, and customer outcomes.

• Use performance data and customer insights to set priorities, manage risks, and drive continuous improvement.

• Plan team capacity, structure, and processes to support operational efficiency and future growth.

Leading Through Others

• Empower leaders and team members through clear delegation, decision-making authority, and accountability.

• Establish scalable processes, routines, and feedback mechanisms that support consistent performance and improvement.

Customer and Stakeholder Leadership

• Act as a senior escalation point for complex customer issues and major service incidents.

• Build strong cross-functional relationships and communicate priorities, risks, and performance effectively.

• Use customer and stakeholder feedback to improve service quality and prevent recurring issues.

Recruitment, Onboarding and Capability

• Lead workforce planning and recruitment to ensure the team has the skills and capacity required for success.

• Continuously improve onboarding, training, and development programs to build current and future capability.

About you

You will be a strong and credible people leader who is comfortable taking ownership of a growing support operation and combines empathy and coaching with clear expectations, sound judgement and the confidence to make difficult decisions when required.

This role could be a good fit if you have:

• Demonstrable experience leading and developing a technical support, service desk or customer support team.

• A strong record of improving team performance, engagement and capability through other leaders and team members.

• Experience giving constructive feedback and handling performance concerns or difficult management situations.

• Ability to use service, customer and workforce data to understand performance and make evidence-based decisions.

• Technical curiosity and the ability to learn systems and processes quickly. Deep prior knowledge of the Acturis platform is not required.

• Based in, or willing to relocate to, Victoria, British Columbia.

The following experience is welcome but not required:

• Experience in the insurance industry.

• Experience leading a growing or changing support operation.

• Experience developing team leaders, supervisors or other people managers.

• Proficiency or fluency in French.

The base salary range for this role is between $90,000.00 and $100,000.00. This is a guideline and actual compensation will reflect the successful candidate’s experience and fit for the responsibilities of the role.

Apply

We would love to hear from you and understand how your experience could help us build the next stage of Technical Support in Canada.

We’re proud to be an equal opportunity employer and believe diverse teams drive innovation.

If you need accommodation during the recruitment process, please contact [email protected].