Customer Support Manager Jobs in Waterloo, ON (NOW HIRING)

Schema App is a fast-growing, profitable SaaS company headquartered in Guelph, Ontario, with a team across Canada. We're a smart, collaborative group driven by a shared mission: to become a global leader in enterprise marketing technology and help organizations future-proof for the age of AI.
We work with some of the world's most recognized enterprises, including SAP, Wells Fargo, and Henry Ford Health, to give them control over how their brand is understood and represented by AI across search and digital experiences.

At our core, we believe that in the age of AI, a brand is only as strong as the data behind it and the connections within it. As search evolves into AI-driven and agent-led experiences, that foundation becomes critical. That's why we're building the infrastructure enterprises need to control how they show up in AI today and compete in the agentic web tomorrow: driving growth, protecting their brand, and leading in the next generation of digital experiences.

Visit Schema App atwww.schemaapp.comor on LinkedIn.

About the Role

The Customer Support Associate is a critical execution role responsible for delivering high-quality, precise, and timely support across customer accounts.You will operate at the center of customer execution - ensuring deployments are accurate, tickets are resolved quickly, documentation is complete, and technical work meets a high standard. You will partner closely with CSMs and the Implementations Manager to ensure customers receive a seamless and consistent experience.

This role is ideal for someone who thrives on technical precision, strong prioritization, and operational excellence, and who takes pride in delivering work that is consistently accurate, scalable, and impactful.

This role reports to the Manager of Customer Success.

Functional Accountabilities

Act as a Product & Technical Expert

• Maintain deep expertise in Schema App tools, schema markup, deployment processes, and customer support workflows
• Contribute to improving internal workflows, templates, support documentation, and technical best practices
• Example Exceeding Expectations: Proactively identify a recurring product or process issue and help drive a scalable improvement that increases team efficiency, reduces errors, or improves the customer experience across multiple accounts.

Deliver High-Quality Schema Authoring

• Author schema markup in Highlighter with accuracy and consistency
• QA templates and ensure alignment to best practices
• Maintain and update templates as part of ongoing account management
• Example Exceeding Expectations: Improve template quality or create efficiencies that reduce rework and increase deployment speed.

Elevate Product & Process Through Feedback

• Document bugs, issues, and enhancement opportunities clearly
• Submit structured feedback via GitHub or internal processes
• Contribute to improving tools, workflows, and documentation
• Example Exceeding Expectations: Identify a recurring product issue and contribute to a fix or improvement that enhances team-wide efficiency.

Support Technical Readiness for Customers

• Partner with Implementations Manager on scoping documentation
• Assist with integration testing, validation, and documentation
• Ensure technical requirements are clearly captured and executed
• Example Exceeding Expectations: Identify gaps in scoping or integration early and prevent onboarding or deployment delays.

Support CSMs with Precision & Speed

• Partner with CSMs on QBR preparation, reporting, and customer deliverables
• Execute on customer requests (reports, opportunities, insights) with accuracy and clarity
• Maintain detailed notes, action items, and documentation
• Example Exceeding Expectations: Anticipate CSM needs and proactively deliver insights or materials that improve QBR quality or customer outcomes.

Own Monitoring, Maintenance & Reporting

• Execute and monitor schema deployments and maintenance tasks according to contract cadence
• Analyze performance and flag anomalies or opportunities proactively

• Maintain accurate and timely reporting for all assigned accounts
• Example Exceeding Expectations: Identify a recurring issue or optimization opportunity and implement a scalable solution that improves deployment quality across multiple accounts.

Manage & Resolve Support Queue

• Own support ticket queue, ensuring timely and accurate resolution
• Triage, prioritize, and escalate issues appropriately
• Collaborate cross-functionally to resolve complex technical challenges
• Example Exceeding Expectations: Reduce ticket resolution time or identify patterns that lead to fewer recurring support issues.

Key Competencies

• Technical Precision, Execution Excellence & Attention to Detail
  Delivers consistently accurate, high-quality work across deployments, templates, and documentation. Maintains high standards for QA, documentation, and execution with minimal errors or rework.
• Cross-Functional Collaboration
  Works effectively with CSMs, Implementation, and Product to resolve issues and deliver outcomes.
• Process Improvement Mindset
  Continuously identifies opportunities to improve workflows, reduce friction, and increase efficiency.
• Prioritization & Time Management
  Effectively manages multiple accounts, tickets, and deliverables with strong attention to deadlines and impact.
• Clear & Structured Communication
  Communicates clearly and concisely in tickets, documentation, and internal collaboration.
• Analytical Thinking
  Identifies trends, issues, and opportunities through data and execution patterns.
• Proactive Ownership & Continuous Improvement
  Takes initiative to identify issues, inefficiencies, or opportunities before being asked. Proactively drives improvements to processes, documentation, workflows, and customer outcomes while consistently looking for smarter, more scalable ways to support the team and customers.
• Efficiency Habits
  Contributes to Schema App's culture of Constant Innovation and Experimentation by showing curiosity, initiative, and ownership in finding smarter, more efficient ways to deliver results. Embraces change and is empowered to experiment and improve continuously.

Success Metrics

• 95% on-time completion of maintenance and deployment tasks
• Support ticket resolution time within SLA with 4.7/5 internal/customer satisfaction
• 95% accuracy in schema authoring, QA, and documentation (minimal rework required)
• Complete and accurate documentation across 100% of assigned accounts
• Identification and contribution to 2 process or efficiency improvements annually
• Reduction in recurring support issues or deployment errors over time

Core Values

• Growth Mindset: We are adaptable, nimble, and resilient. We are always learning.
• Resourceful: We are resourceful, take action on opportunities, and don't give up.
• One Team: We are collaborative, we win and learn together.
• We are Humble: We know what we are good at as people and as a company. We share what we know, admit what we don't, and seek clarity through curious questions.

AI-based tools may be used to support screening; all resumes are reviewed by a member of our team.

Life @ Schema App

• Culture focused on your growth: Weekly 1:1 with conversations around Professional Development
• Great benefits for health & wellness, and your coverage starts as soon as you do
• RRSP matching!
• Flex days to re-energize on top of vacation days and you don't work on your birthday
• The Culture Club keeps our virtual team connected through fun and innovative events
• Diverse smart team! The more inclusive we are, the better our work will be
• Schema App's purpose is to build meaningful connections, with each other, our customers, and the data so that we are all understood. We are a team of smart people helping each other solve hard problems.
  

If you require accommodation during the application process, please let us know. We are committed to an inclusive work environment and welcome applicants of all backgrounds and perspectives.