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Head of Support

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Business Unit Carrier Job ID 30077693 City Toronto State Ontario Country Canada

Date Posted:





LOC13089: 408-90 Sumach Street, Toronto, ON M5A 4R4

BrokerBay Head of Support

About Us:

The Fire and Security business segment at Carrier develops a comprehensive product portfolio to protect buildings, people, and assets; providing innovative security products that include advanced software and hardware, IP solutions, wireless communications, electronic locking systems, and mobile applications, fire extinguishers, carbon monoxide, and smoke detectors, and fire suppression systems. Among its leading brands are LenelS2, Supra, Onity, Kidde, Fenwal, and Marioff, offering robust security and life safety systems, affordable, flexible lock and key management solutions, and fire safety equipment and systems.

Based in Toronto, Ontario, BrokerBay is a technology leader of cloud-based software services and digital productivity tools for real estate agents. It was acquired by Carrier in 2021 due to compelling synergies and complimentary offering between the two. BrokerBay is an entrepreneurial tech start up, projected to enjoy triple-digit growth annually over the next few years


The Head of Support role will lead the charge in enhancing our support function across the department while owning our transition into providing omni channel support.


  • Advise on and implement a growth plan for introducing relevant new support channels, including phone support and its management, in collaboration with Director, Customer Success.
  • Responsible for management and leadership of the Client Support team, including hiring, headcount planning/forecasting, performance management, etc.
  • Implement KPIs for the support team while coaching and mentoring team members
  • Assess and enrich team skills, aligning new and existing development plans and goals.
  • Partner with our Knowledge and Content Manager to expand and level - up our self-service strategy and experience, implementing AI and automation where necessary
  • Implement Escalation Procedures across team tiers and continuing to expand team structure
  • Maintain up to date knowledge of industry trends, assessing viability of implementation and driving change when necessary


  • 3-5 years of experience managing a high performing support team
  • Prior experience in client/ customer support
  • Experience implementing a successful multi-channel support effort, including phone support, preferred
  • Experience in Support Operations with the ability to quickly identify patterns and errors and independently own their lasting solution from ideation to execution
  • Ability to work through complex issues under pressure and lead others in doing so.
  • Strong Solution Seeking and Ownership skills.
  • High learning agility and the ability to resolve obstacles and leverage available resources and training materials to do so.
  • Concise, and clear communication skills with the ability to simplify complex concepts and hold difficult conversations
  • Ability to work and troubleshoot independently, leveraging available resources

Education Requirement

  • Minimum High School Diploma required

Why Join Us?

  • Competitive annual health benefits and vacation policies
  • Matching contributions to your Retirement Savings Plan
  • Carrier Employee Scholar Program (unlimited professional development funds, including Bachelor’s and Master’s degree, in a related field)
  • Unparalleled team environment committed to creating an incredible product
  • Flexible work options: work from where you feel best, either at home or in our office once it’s safe to return

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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