EDealer is a website and software supplier for the Automotive Industry. Our mission is simple: To ensure car dealers build great business and manage inventory. Steadfast in our commitment to create exceptional learning experiences for our clients, we are a passionate group of integrity-powered leaders who love to learn, grow and make a difference. Today we are focused on Merchandising Automation and Vehicle Optimization. Consistent with our long-term goals, our objective is to reduce the time required by dealers to reach the maximum number of customers with consistent accurate, merchandised inventory.
The Technical Support Supervisor is responsible for overseeing the daily operations, performance, and development of the support team. This role focuses on team leadership, operational efficiency, service quality, and cross-functional collaboration to ensure a high level of customer support and team success.
The Technical Support Supervisor works closely with the Senior Support Specialist and Trainer to support team development, improve workflows, identify operational opportunities, and maintain strong support standards across the department.
We offer a competitive salary ($60,000.00 - $70,000.00); a competitive bonus plan; paid time off; participation in our benefits, RRSP, and life insurance programs; continuous learning; an amazing culture; and so much more!
Schedule: Monday-Friday, Eastern Time
What You Will Do:
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Lead, coach, and support the daily operations of the support team
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Conduct regular 1:1 meetings, performance reviews, and employee development discussions
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Monitor team performance, workload distribution, queue health, and SLA adherence
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Support escalation management and assist with complex customer situations as needed
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Partner with the Senior Support Specialist to ensure efficient ticket flow and operational support
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Work closely with the Trainer to identify training gaps and support ongoing development initiatives
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Analyze team metrics, reporting, ticket trends, and operational performance data
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Identify workflow inefficiencies and implement process improvement initiatives
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Support onboarding, staffing, scheduling, and resource planning
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Collaborate cross-functionally with integrations, development, product, and other departments
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Ensure consistency in customer experience, support quality, and team processes
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Assist with documentation, operational planning, and departmental initiatives as needed
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Foster a collaborative, accountable, and positive team environment
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Help drive continuous improvement across support operations and customer experience
What You Will Need:
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2+ years of experience in a Technical Support leadership or management role
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Strong understanding of customer support operations, workflows, and escalation management
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Proven ability to lead, coach, and develop team members
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Strong communication, interpersonal, and conflict resolution skills
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Excellent organizational, planning, and time management abilities
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Ability to manage competing priorities in a fast-paced environment
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Strong analytical, problem-solving, and decision-making skills
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Experience with support systems, ticketing platforms, reporting, and operational metrics
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Ability to collaborate effectively across multiple departments and teams
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Strong sense of accountability, ownership, and customer focus
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Experience supporting process improvements and operational change initiatives preferred
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Experience with the WordPress CMS platform or other CMS platforms (an asset)
What We Offer:
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Competitive pay
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Medical, Dental & Vision
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401k/RSP programs
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Company paid Group Life/AD&D insurance
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Paid time off
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Flexible working environment
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Continuous Learning
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And an amazing culture to top it all off!
At E INC, in the spirit of pay transparency, we are excited to share our base pay as it is one part of our total compensation package and is determined within a range. The base pay range for this full-time position is $60,000.00 - $70,000.00, and this role may be eligible for discretionary bonuses or commission payments. Your base pay will depend on your skills, qualifications, experience, and location. In addition, our ranges are determined by role, level, and location.
E INC is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.
E INC is an equal opportunity employer and affirmatively seeks diversity in its workforce. E INC recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other categories protected by law.
E INC takes cybersecurity seriously. E INC will only reach out to candidates via our Application Tracking System ADP, LinkedIn, and Indeed, through company accounts. E INC does not require bank information, date of birth, social identification information, or upfront fees as part of our application process.
As part of our recruitment and hiring process, E INC may use automated tools including artificial intelligence (AI) to support the screening and evaluation of applicants. AI tools support human decision-making and do not replace individualized review by our hiring team. E INC is committed to using these technologies responsibly and in compliance with applicable laws and regulations, and we regularly assess our processes to promote fairness, objectivity, and data protection.
Vacancy status: current vacancy
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