Knowledge and Data Manager
Toronto—Hybrid
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Full-Time
The Opportunity
BorderPass is seeking a Knowledge and Data Manager to lead a small, high-impact team dedicated to delivering exceptional customer support. You’ll play a key role in ensuring a seamless, high-quality experience for both individual users and enterprise customers, while building scalable systems to support our continued growth.
This role is ideal for a customer-centric leader who thrives in fast-paced environments, balances strategic thinking with hands-on execution, and is passionate about building world-class support operations.
Key Responsibilities
- Lead and develop a team of Knowledge and Data Specialists, fostering a culture of customer-first problem-solving and continuous improvement
- Oversee day-to-day support operations with a focus on efficiency, responsiveness, and service quality
- Build and maintain scalable support infrastructure, including chatbots, knowledge bases, and automation flows
- Ensure exceptional customer service across both individual and enterprise clients, with an emphasis on white-glove support for high-value accounts
- Monitor team KPIs and performance metrics, aligning support outcomes with company-wide goals
- Collaborate closely with Product, Engineering, Sales, and Marketing teams to create feedback loops, resolve escalations, and enhance the user experience
- Manage and optimize support tooling, particularly Intercom, to streamline workflows and improve customer interactions
- Analyze support data to identify trends, inform process improvements, and drive operational excellence
- Hire, onboard, and coach team members, cultivating a high-performance, growth-oriented culture
Who You Are
- 4+ years of experience in customer support or user operations, with at least 2 years in a leadership or management role
- Proven success scaling support teams and building operational frameworks in fast-moving environments
- Strong balance of strategic leadership and hands-on problem-solving
- Experience supporting enterprise and mid-market customers with a focus on tailored, high-touch service
- Proficiency with support platforms and automation tools (e.g., Intercom, Zendesk, chatbot tech)
- Excellent communication and collaboration skills across cross-functional teams
- A data-driven mindset with strong analytical and decision-making abilities
- Passion for customer experience and a constant drive to improve systems and outcomes
Details
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Salary:
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Participation in company equity program
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Employment Type:
Full-Time
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weeks of vacation
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Location:
Toronto—Hybrid
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About BorderPass
BorderPass is a rapidly growing tech company building the world’s largest global mobility platform. Increasing trust and transparency in the immigration and mobility space, our innovations empower newcomers, schools, and employers with accessible, easy-to-use, and responsible solutions.
Submit Your Application
BorderPass is dedicated to fostering a diverse and inclusive work environment. We warmly invite applicants from all communities and backgrounds without regard to race, religion, gender, age, or sexual orientation.
