Job Description

Job Summary

As the

B2C Support & Engineering Manager

, you will lead our global B2C technical support operations, ensuring a seamless customer experience through operational excellence, efficient systems management, and strong leadership.

You will be responsible for managing and developing a cross-functional team located in

Canada, Mexico, and the Philippines

.



This position combines

hands-on operational oversight

with

strategic ownership

of the systems, processes, and metrics that underpin the department-- including the

HubSpot ticketing platform

,

Amazon

,

Shopify

, and

NetSuite

.

You will have full accountability for team performance, customer satisfaction, and continuous process improvement, while collaborating closely with Sales, Operations, and R&D to maintain our reputation for technical excellence and responsive customer support.



You will report directly to the

Director of Sales

and will play a critical leadership role in shaping how Progressive Automations delivers post-sales technical service and customer support at scale.

Key Responsibilities

Team Leadership & Management

Lead, mentor, and support a distributed team of 7 (Canada, Mexico, Philippines) Set clear expectations, KPIs, and performance standards to drive accountability and consistency. Maintain coverage and operational continuity across time zones. Support hiring, onboarding, and training for new team members to ensure consistent knowledge, service, and technical competency. Create a positive, high-performing culture that encourages collaboration, learning, and ownership.

Operational Oversight

Oversee day-to-day B2C operations across platforms including

Amazon

,

Shopify

,

NetSuite

and

2Ship

. Ensure proper handling of RMAs, refunds, chargeback disputes, and order accuracy in coordination with Accounting and Operations. Monitor and improve service metrics: +

First Response SLA:

<4 hours
+

Ticket Closure SLA:

within 48 hours
+

Customer Feedback (CSAT):

85%+
Coordinate Product Issue Analyses (PIAs) with R&D based on customer feedback & returns

Systems & Process Ownership

Serve as the

primary owner of HubSpot Service Hub

, including ticketing, live chat and reporting dashboards, with support from the Director of Sales. Develop, refine, and document support processes, escalation protocols, and reporting tools to ensure transparency and efficiency. Identify system inefficiencies and lead improvement projects in collaboration with internal teams. Leverage data insights to inform strategic recommendations for performance, staffing, and process optimization.

Cross-Functional Collaboration

Partner with Sales, Operations, Marketing, and R&D to align service practices with company goals. Communicate technical insights and customer feedback to drive product and process improvements. Represent the B2C Support & Engineering team in departmental meetings and strategic discussions.

Required Skills and Experience

Diploma or Degree in

Electronics, Mechanical, or Mechatronics Engineering

. Minimum

3-5 years

of experience managing a customer support or technical service team. Proven ability to lead and motivate teams across multiple regions and time zones. Demonstrated success in

owning and improving support processes

within CRM/service tools such as

HubSpot Service Hub

. Familiarity in

Amazon Seller Central

,

Shopify

, and

ERP systems

is an asset but not required. Strong organizational and analytical skills, with a data-driven approach to performance management. Exceptional written and verbal communication skills. Solid understanding of

linear motion systems, actuators, and related technologies

is an asset, but not required.

Who You Are and What You Bring to the Table

You are a

decisive, process-oriented leader

who thrives on accountability and structure. You balance tactical awareness with strategic vision -- capable of managing daily operations while constantly seeking ways to improve systems, workflows, and outcomes.



You are hands-on when needed, but you empower your team to perform independently. You take ownership of your department and act as the point person for performance, metrics, and results -- ensuring your Director can trust that the B2C Support & Engineering team runs smoothly and efficiently.



You communicate clearly, build trust across departments, and understand that great customer experiences come from well-designed processes and well-supported people.

What We Offer

Work with an

established market leader

with high year-over-year growth and a collaborative culture.

Hybrid work environment

- flexibility to work both from the office and remotely. Competitive compensation structure with

performance-based incentives

. The ability to directly influence departmental success, drive change, and make a measurable impact. * A supportive environment where your leadership, ideas, and ownership are valued and visible.