About Axya

Axya is a cutting-edge technology company revolutionizing the source-to-pay process for the manufacturing industry. Our innovative SaaS platform streamlines and automates procurement, making it faster, simpler, and more cost-effective for companies sourcing custom parts. By digitizing traditionally manual processes, Axya enables manufacturers to operate with greater efficiency and competitiveness.

Role Summary

We are hiring a Customer Support Team Lead to lead a team of two solid and well established customer support individuals and strengthen our technical support function to maintain the highest customer satisfaction scores as we scale. This is a tactical, hands-on role focused on operations, process building, and AI-driven workflow optimization. You will manage day-to-day support activities, solve cases, join customer calls, and improve our internal systems to scale support capacity without adding headcount. You will report directly to the VP Customer Success.

Key Responsibilities

Team Leadership

• Manage and coach two individuals; oversee workload, SLAs, and escalation paths.
• Lead by example through hands-on ticket handling and customer calls.
• Maintain a high-performance, process-driven support culture.

AI & Process Optimization

• Own and improve AI-driven workflows (AI ticketing system, internal AI powered workflows). You will get the right mentoring and tooling access to perform.
• Maintain internal knowledge bases and support documentation for the AI ticketing system.
• Build repeatable processes with CS to accelerate issue resolution and customer deployments.

Customer Experience & Quality

• KPIs to optimize for; Csat, Ticket resolution velocity, Resolution success (i.e. not human escalated to subsequent tiers)
• Ensure fast, accurate troubleshooting and clear communication with customers.
• Identify recurring issues and provide structured insights to CS/Product/Engineering.

Technical Operations

• Support ERP-related configuration and troubleshooting
• Manage most ops through our tech stacks (hubspot service hub, jira, …)
• Understand how modules integrate into customer supply chain workflows.
• Collaborate with Customer Success on some operational tasks relative to onboarding, deployment, and lifecycle improvements.

What We’re Looking For

• Experience in Customer/Technical Support, ideally in B2B SaaS.
• Experience leading or coaching small teams.
• Technical fluency and desire to learn (SaaS, APIs, integrations, ERPs).
• Bilingual French & English.
• Ownership mindset; able to build, improve, and maintain processes independently.
• Experience with customer tracking softwares; CRM, ticketing system, excel/gsheet, basic ai workflow building, our SaaS data dashboards, etc.

Why Join Axya

• 🏖 Unlimited vacation policy: because we believe in balance.
• 🏥 Comprehensive health insurance: your well-being matters.
• 🕒 Flexible work schedule: results matter more than hours.
• 🏡 100% remote: get the job done wherever you prefer.
• 🚀 Be part of a high-impact, collaborative team making real change in a traditional industry.

Axya is proud to be an equal opportunity employer. We strongly encourage applications from Indigenous peoples, persons with disabilities, members of visible minority groups, women, and individuals from all backgrounds.