Job Description

MDT Sporting Goods: Chilliwack, BC

Customer Support Manager (In-Office)

MDT is one of the fastest-growing brands in the precision shooting industry. We design and manufacture premium rifle chassis systems, accessories, and gear used by competitive shooters, hunters, and professionals worldwide.

We move fast. We launch often. And we expect our leaders to

own outcomes

, not just manage tasks.

We're hiring a

Customer Support Manager

to take full ownership of our customer support operation and customer experience.

This is an in-office leadership role, not just a ticket-clearing role.

What This Role Is Really About

You are accountable for the

health, readiness, and performance

of customer support at MDT.

That means:

Customers get accurate answers, fast The support team is prepared before launches Issues are surfaced early whenever possible, not after damage is done Support performance improves over time
If customer experience degrades and no one tells you,

you are expected to notice and act

. That is ownership.

What You Will Own

Primary Ownership

Overall customer support readiness and customer experience quality Consistent, accurate support across products, launches, and channels Preventing avoidable escalations and customer frustration

Performance Ownership

You will be accountable for maintaining and improving:

? 2-hour average first response time

? 8-hour average resolution time

? 98% CES / CSAT

Hitting these once isn't enough. You must keep the system healthy and improving over time.

What You'll Do (How You Own It)

Lead, coach, and develop the customer support team Ensure the team is trained and ready for launches and product changes Maintain and improve support tools, documentation, and internal knowledge base Monitor ticket trends and identify systemic issues early Provide clear, actionable feedback to product, marketing, engineering, and ops Escalate risks early and propose solutions -- not just problems
You do

not

need to fix every issue yourself. You

do

need to make sure nothing falls through the cracks.

What This Role Is Not

Not a "just answer tickets" position Not a reactive, wait-to-be-told role Not a checkbox KPI role Not a place to hide behind volume, excuses, or context
This role requires judgment, initiative, and accountability.

What We're Looking For

Experience leading or managing a customer support team Strong technical understanding and ability to learn complex products High standards for accuracy, clarity, and customer experience Comfort with metrics, trends, and continuous improvement Willingness to take ownership, raise issues early, and drive change Calm under pressure and decisive when things go sideways
Industry experience is a major bonus, but mindset matters more. Zendesk experience is also a bonus.

Why MDT

Rapid growth and frequent product launches Real ownership and influence, not bureaucracy High standards and clear expectations A team that values accountability, learning, and improvement The opportunity to build a support operation the right way
Job Types: Full-time, Permanent

Pay: From $70,000.00 per year

Benefits:

Company events Dental care Extended health care Paid time off RRSP match Vision care
Ability to commute/relocate:

Chilliwack, BC: reliably commute or plan to relocate before starting work (required)
Application question(s):

Do you have any experience in the firearms industry?
Experience:

Zendesk: 1 year (preferred)
Work Location: In person