Sharesale
Log InSign Up
HomeSupport Manager

Support Manager

Position: Support Service Manager

Department: Global Services

Location: Calgary, AB

Position Type: Full Time

Reports to: Director, Global Services

Reporting to the Director, Support Services, the Manager, Support Services is responsible for the day to day management of Global Services. The Manager, Support Services ensures prompt and cost-effective implementation of SLAs, and that processes are carried out in accordance to contractual obligations. This role directly interfaces with internal and external escalations and oversees the overall supervision and management of all support staff.

Key Responsibilities:

  • Host bi-weekly reviews for all direct reports.
  • Adhere to Manager schedule and to be in office during the specified time as well as on call 24/7.
  • Develop and Maintain the KVI/KPIs which will be upheld by the Team Leads.
  • Assist with the development and management of Global Services budgets.
  • Assist in investigating, resolving and reporting on internal network performances and issues.
  • Ensure sufficient recovery mechanisms and emergency preplans are maintained and available when needed.
  • Manage and support the Global Services Teams with their professional development and proactive succession plan for the Global Services.
  • Upholding of KVIs and KPIs in accordance to individual and departmental performance requirements necessary to the progression of employee career development.
  • Issue monthly (or as required) reports on service results along with an analysis identifying chronic problem areas; initiate action plans to resolve performance issues.
  • Provide status reports on a daily, weekly, monthly and an as required basis for ongoing projects.
  • Ensures the planning and development of Global Services meets both customer requirements and business needs.
  • Ensures effective management of budget, facilities, staffing, controls and productivity/efficiency.
  • Develop and maintain key processes to provide high quality and cost-effective results for customers and develop/implement ongoing operational improvements to more effectively deliver improved customer service at reduced operating costs.
  • Maintenance of SLAs and Processes to ensure contractual obligations are achieved.
  • Ensure established guidelines are followed to provide quality service both internally and externally.
  • Recruit, develop and maintain a high performing team.
  • Effectively manage the overall performance of the team, providing feedback and constructive criticism allowing members to meet objectives.
  • Set expectations and hold people accountable; promote team work through open and honest conversations.
  • Anticipate risks and issues; ensure appropriate action is taken to mitigate/resolve them.
  • Communicate departmental targets and follow up accordingly.
  • Ensure all administrative duties are tracked and completed including case creation, outage alerts and escalations.
  • Communicate effectively with all levels of the organization; verbally and written.
  • Communicate frequently with Client Relationship Managers to maintain situational awareness and ensure the PSS group is working toward, and prepared for, Guest-tek’s common goals.
  • Ensure training is up to date and individual needs are identified for the group.
  • Ensure training courses are scheduled.
  • Keep staff up to date on new products and initiatives.
  • Create and maintain training, retention, and career progression plan in cooperation with the Global Services Management Team.
  • Maintain awareness of all ongoing issues and ensure that they are being resolved with accordance to the SLA associated with the severity of the issue
  • Maintain communication with all levels of Hotel to ensure communication with regards to ongoing and previous issues were resolved.
  • Ensure that team of Support Supervisors are efficiently and effectively dealing with ongoing issues
  • Ensure that the Support Supervisors are conducting expected tasks as outlined in their role expectations.
  • Other duties as required.

Qualifications:

  • 3+ years’ experience working in a Call Center / Customer Service environment.
  • 3+ years’ experience as a member of the Guest-tek team is an asset.
  • 3+ years’ experience in network troubleshooting is an asset.
  • Superior aptitude for analysis of data matrix and reporting.
  • Knowledge of budgeting and experience with fiscal management is an asset.
  • Demonstrated exceptional coaching and team building skills.
  • Proficient with the use of Microsoft Office.
  • Knowledge of various Operating Systems (Windows, Linux, MAC).
  • Capable of effectively managing employees in remote locations.
  • Exceptional organizational skills and the ability to multitask with attention to detail.
  • Proven ability to recruit select and maintain top qualified employees.
  • Able to interact with different levels within the organization.
  • Travel may be required.

Personal Attributes:

  • Superior communication and interpersonal skills.
  • Positive, “can-do” attitude.
  • Customer and business-oriented approach.
  • Motivated, reliable, and goal oriented with a proven dedication to customer care excellence.
  • Proven ability to manage, motivate, train and develop employees.

GuestTek Interactive Entertainment Ltd.

Related jobs:

Professional English Dubbing Actor for Film & Series Projects

Job Description
A global post-production studio is hiring experienced voice talent to handle English dubbing for feature films and episodic content. Projects require precise lip-sync, nuanced emotional delivery, and broadcast-ready audio captured from your home booth.

Job Responsibilities

  • Perform character voices that match timing, mouth movements, and emotion.

  • Record high-quality, noise-free audio in sync with supplied video.

  • Collaborate with directors and engineers via remote sessions for pickups and retakes.

  • Meet tight turnaround times while maintaining consistent vocal clarity.

  • Complete a short paid test script to confirm studio specs and performance style.

Requirements

  • Native English speaker with proven dubbing portfolio.

  • Professional home studio (RØDE Podcaster, Shure MV7, or higher) and stable internet.

  • Familiarity with DAWs that support video sync (Reaper, Pro Tools, Adobe Audition).

  • Basic voice-editing skills a plus.

  • Available for project-based contracts and able to sign standard NDAs.

Compensation

  • Competitive per-project or per-finished-minute rates.

  • Payments issued promptly on approved deliverables.

  • Ongoing opportunities with international feature and series slate.

Job Type:
Actor
Skills:
Acting

Actors for Vertical Drama Series Table Read (Volunteer)

Job Description
A Victoria-based production company is developing its first vertical-format beach drama and invites local performers to participate in an upcoming table read. This informal session helps the creative team fine-tune dialogue and pacing while giving actors a chance to network, practice cold reads, and gain early insight into a new summer series.

Job Responsibilities

  • Deliver live script readings in vertical storyboard order

  • Offer constructive feedback on character flow and dialogue

  • Collaborate with writers and producers to shape scene dynamics

  • Arrive prepared and ready to adapt to script changes on the day

Requirements

  • Actors physically located in Victoria, BC

  • Comfort with cold reading and ensemble collaboration

  • Clear, expressive voice suitable for dramatic material

  • Reliable transportation to the table-read venue

  • Willingness to volunteer time for a developmental session

Compensation

  • Unpaid volunteer opportunity (networking, portfolio credit, industry exposure)

  • Priority consideration for paid roles when the series moves into production

  • Light refreshments provided during the read

$$$
Job Type:
Other
Skills:
Gymnastics

Advanced Female Gymnasts for Tech Commercial

Job Description
A dynamic tech brand is casting elite female gymnasts, ages 20–35, to showcase powerful floor routines in an energetic commercial. If you can sprint, flip, and stick a landing with confidence—and love being on camera—this one-day shoot in Toronto is your opportunity to turn your skills into a headline performance.

Job Responsibilities

  • Execute strong run-ups, flips, and precise landings on camera

  • Bring outgoing, upbeat energy to interviews and behind-the-scenes content

  • Follow the director’s creative cues to highlight athletic form and personality

  • Attend a brief wardrobe fitting ahead of the shoot

Requirements

  • Female gymnast, 20–35, intermediate to advanced level

  • Legally eligible to work in Canada and able to self-report to Toronto

  • Available for a virtual or in-person director interview and wardrobe appointment

  • Comfortable performing multiple takes under production lighting

  • Non-union; acting experience a plus but not required

Compensation

  • $600 for shoot day

  • $75 wardrobe fitting fee

  • Additional $5,000+ usage fee if featured in final edit

  • Meals, standard on-set amenities, and production insurance included

$$
Job Type:
Other

Real People Wanted for Digital Beauty Campaign

Job Description
A Toronto casting call is seeking non-union talent aged 20 + for a one-day digital beauty campaign. The production wants real people—especially those who don’t consider themselves beauty enthusiasts—to speak on camera about beauty, self-care, and their morning beauty routine. Selected participants will film July 16 (rain date TBC) and appear in content used across Canada for one year. A short self-tape audition in landscape orientation (under one minute) is required with your application.

Job Responsibilities

  • Share authentic thoughts on beauty and self-care in a relaxed on-camera interview.

  • Describe your personal morning beauty routine—minimal to multi-step.

  • Follow self-tape guidelines: landscape format, daytime/low/no-makeup look.

  • Wear wardrobe options that show everyday style (athletic, streetwear, casual, summery, business-casual).

  • Be available in Toronto on the confirmed shoot date and flexible for the rain date.

Requirements

  • Non-union talent, 20 + , based in the Greater Toronto Area.

  • Comfortable speaking on camera with natural or low-makeup appearance.

  • Able to provide a recent photo and self-tape audition (under one minute).

  • Willing to undergo a production-paid background check if shortlisted.

  • Accept 1-year digital usage in Canada.

Compensation

  • $500 half-day rate.

  • Background check costs covered by production.

  • Professional credit and exposure through a national digital campaign.

Job Type:
Actor
Skills:
Acting

Job Description:
The indie romantic dramedy short film The Way We Love is casting for the male lead, Aditya. This heartfelt story dives into the lives of young adults navigating relationships, identity, and personal growth. The role offers a chance to play a charming yet layered character in a story filled with warmth and wit.

Job Responsibilities:

  • Portray Aditya, a creative and awkward final-year law student

  • Bring nuance, sensitivity, and subtle humor to the performance

  • Submit a self-tape audition by the given deadline

  • Collaborate with a team focused on meaningful and diverse storytelling

Requirements:

  • South Asian male actor

  • Ages 18–24

  • Must be capable of portraying thoughtful, witty, dreamer-type qualities

  • Must be able to submit a self-tape audition

  • Strong screen presence and emotional depth

Compensation:

  • Details provided upon casting

  • Independent short film project with strong character focus

Job Type:
Actor
Skills:
Acting

Job Description:
An upcoming romantic dramedy short film titled The Way We Love is casting for its lead role. This heartfelt indie project explores the joy, chaos, and complexity of love, culture, and identity. The team is seeking a talented Black female actor to bring warmth, wit, and emotional depth to the story.

Job Responsibilities:

  • Portray Amara, a sharp, outspoken med student in her final year

  • Deliver a nuanced and authentic performance

  • Submit a self-tape audition by the stated deadline

  • Collaborate with a passionate creative team focused on representation and storytelling

Requirements:

  • Black female actor

  • Ages 18–24

  • Strong emotional and expressive range

  • Must be able to submit a self-taped audition

  • Interest in indie, character-driven film work

Compensation:

  • Compensation details provided upon casting

  • Great opportunity for portfolio development in a lead role

$$$
Job Type:
Other

Real Mitsubishi Outlander PHEV Driver – Commercial Feature

Job Description
A national automotive campaign seeks authentic Mitsubishi Outlander PHEV drivers whose plug-in hybrid SUVs power their daily adventures. Whether you commute with zero-emission confidence, juggle school runs, or head off-grid for weekend escapes, this commercial wants your genuine story. Share how the Outlander PHEV’s versatility, eco benefits, and smooth drive fit your life and appear on screen as yourself.

Job Responsibilities

  • Participate in a short remote video interview to discuss your Outlander PHEV experience

  • Appear on set with your vehicle for lifestyle footage and brief scripted lines

  • Showcase real-world use cases—work, family, recreation, or a mix of all three

  • Collaborate with the creative team to highlight key features of the plug-in hybrid SUV

Requirements

  • Current Mitsubishi Outlander PHEV owner or primary driver (any age)

  • English speakers and French-English bilingual speakers encouraged

  • Distinct lifestyle that prominently involves your Outlander PHEV

  • Comfortable on camera; no prior acting experience needed

  • Available for a brief virtual call and a single-day shoot (transport provided if required)

Compensation

  • $2,100+ flat fee for featured appearance

  • Travel, meals, and on-set amenities covered

  • Professional footage for personal and promotional use

Job Type:
Actor
Skills:
Acting

Lead Actress – Nico “Laura” Adams

Job Description
Step into the spotlight as Nico “Laura” Adams, the ethereal yet fiercely resilient heroine of a vertical mini-drama series. Once fragile and victimized, Nico’s journey transforms her into an empowered woman caught between a haunting past and a promising future. This role demands emotional depth, nuanced vulnerability, and the strength to embody a character torn by love and trauma.

Job Responsibilities

  • Portray a wide emotional range—from delicate innocence to empowered resolve

  • Collaborate with the director to shape nuanced character arcs and pivotal scenes

  • Deliver authentic dialogue and physicality for intimate, close-up vertical framing

  • Maintain continuity across multiple shoot days while adapting to dynamic set directions

Requirements

  • Female performer, 25–32 years old, white; delicate, almost ethereal screen presence

  • Proven ability to convey complex internal conflict and layered emotions

  • Comfortable with dramatic content involving past trauma and romantic tension

Compensation

  • $800 per day, lead rate for a multi-day shoot

  • Travel, meals, and on-set amenities provided

  • Prime screen time in a stylized drama with industry-level exposure

Job Type:
Actor
Skills:
Acting

Lead Actor – Ethan “Tim” Davis

Job Description
A gripping mini-drama series is casting a lead male actor to portray Ethan “Tim” Davis—a cold, emotionally complex man whose childhood trauma still shadows his every move. Ethan, once a blind orphan, is now a guarded CEO with piercing intensity. This layered role requires a commanding presence and the ability to portray deep emotional repression and internal conflict.

Job Responsibilities

  • Bring emotional restraint and intensity to a lead role with a mysterious past

  • Portray a character navigating trauma, identity, and guarded vulnerability

  • Execute dramatic scenes with precision, subtle expression, and presence

  • Collaborate with director and cast to craft a tense, emotionally charged storyline

Requirements

  • Male actor, 27–35 years old, white

  • Strong screen presence with the ability to convey inner turmoil and stoicism

  • Must be comfortable with emotionally heavy content and close character interactions

Compensation

  • $800 per day, lead actor rate for a six-day shoot

  • Meals and production support provided

  • Featured lead in a stylized vertical mini-drama series with strong narrative arc

Job Type:
Actor
Skills:
Acting

Supporting Actor – Timothy Hutton

Job Description
A character-driven vertical mini-drama is casting a confident, charismatic male actor to play Timothy Hutton. Athletic and ruggedly handsome, Timothy wears his charm as naturally as his eye patch—concealing a complicated past. This supporting role demands screen presence, emotional flexibility, and the ability to balance strength with subtle vulnerability.

Job Responsibilities

  • Portray a bold and confident character with emotional layers

  • Perform dramatic scenes that hint at mystery, romance, and past trauma

  • Work closely with the lead actress to build tension and character dynamics

  • Deliver authentic, camera-ready performances across multiple shoot days

Requirements

  • Male actor, 22–30 years old, white

  • Strong, athletic build with rugged good looks

  • Must be comfortable wearing an eye patch throughout filming

Compensation

  • $400 per day, supporting actor rate for six-day shoot

  • Meals and production support provided

  • Exposure in a professional mini-drama with strong character storytelling

Job Type:
Actor
Skills:
Acting

Supporting Actress – Alice Turner

Job Description
A vertical-format mini-drama series is casting a sharp, stylish actress to portray Alice Turner—a character defined by entitlement, manipulation, and emotional armor. Alice masks deep insecurities behind wealth, beauty, and a perfectly polished façade. This supporting role offers a chance to dive into a bold, layered character who commands every scene with a disapproving glare and fierce elegance.

Job Responsibilities

  • Portray a poised yet emotionally guarded woman with a complex psychological profile

  • Deliver scenes with biting dialogue and controlled intensity

  • Embody the style and mannerisms of a polished, upper-class antagonist

  • Collaborate with lead actors to enhance dramatic tension and character conflict

Requirements

  • Female actor, 22–30 years old, white

  • Petite, stylish, with a sharp or disdainful on-screen expression

  • Strong acting skills to balance subtle emotion with bold delivery

Compensation

  • $400 per day, supporting role rate for a six-day shoot

  • Meals and full production support provided

  • Opportunity to portray a standout character in a stylized, emotionally rich mini-drama

$$

Job Description:
A Vancouver-based accessory brand is looking for a freelance female model for an upcoming outdoor product photoshoot. The shoot will highlight a new collection including necklaces, socks, and other accessories. Photos will be used for digital marketing, including social media, website, and promotional content. This is a great opportunity for new or aspiring models—no professional experience is required.

Job Responsibilities:

  • Model accessories in an outdoor photoshoot setting

  • Maintain a natural, relaxed appearance on camera

  • Follow direction from the photographer and creative team

  • Represent the brand with a warm, professional presence

Requirements:

  • Female, age 20–28

  • Caucasian preferred but not mandatory

  • Natural, soft look preferred (minimal or no makeup)

  • Comfortable in front of the camera

  • No prior modeling experience required

  • Friendly, professional attitude

Compensation:

  • $18–$25/hour depending on experience

  • Edited photos provided for personal and portfolio use

  • Outdoor shoot in the Vancouver area (~5 hours)

  • Wardrobe will be discussed or provided (light, soft-tone outfits)

Share this job:

Job overview

Location:
Production type:
Job type:
Ethnicity:
Body type:
Expiration date:
03-28-2023

Job skills

Are you ready to get discovered?

Gain access to thousands of jobs and appear higher in the search results now!