Swoon
Support Operations Consultant (SaaS) Location: Onsite (Toronto, ON) Duration: 2 months Pay Rate: $50-61/hour (T4) OR $60-68/hour (Inc)Were seeking a Support Operations Consultant to help consolidate and standardize operational processes across our Tier 1 markets. If you’ve got experience in SaaS support operations and have led or worked closely with BPO teams, this short-term, high-impact opportunity could be for you. About the Project:This role focuses on building a single source of truth for Standard Operating Procedures (SOPs) across Canada, the US, and Australia.
Youll be finalizing existing SOPs, partnering with international teams (UK & AUS), and delivering a clear, consistent framework for global support operations. Top Priorities in the First 90 Days:Join partner and SOP meetings, shadow international teams (UK & AUS), and quickly ramp up on in-flight work.Finalize and standardize SOP documentation across all core markets.Collaborate closely with BPO teams and internal stakeholders to align on process execution.✅What You Bring:2–3 years of SaaS support operations experienceExperience at the leadership or delivery level (not front-line support)Background in supporting SaaS products (tech or customer support)Proven experience working with or leading BPO/call center teamsStrong understanding of SOPs (creating, documenting, or implementing)Ability to partner with training teams and hold vendors accountableComfort with basic admin tools/software and cross-functional communication
