Director of Operations

This is a fully remote position, open to applicants in Canada.

📋 Description

• Supervise the performance of customer support, including SLAs and escalation processes, to guarantee high levels of responsiveness and resolution quality.

• Track and continuously enhance key performance indicators (KPIs) such as CSAT, trends in case volume, response and resolution times, deflection rates, and the support cost per user.

• Lead the training and implementation initiatives to ensure effective product adoption and quantifiable customer outcomes.

• Cultivate and mentor a high-achieving customer-facing team with established performance metrics and clear paths for growth.

• Develop and execute a cohesive strategy for Support and Implementation that aligns with business objectives and customer outcomes.

⛳️ Requirements

• Minimum of 3 years in a leadership role within Operations, Customer Success, Support, or Implementation in a SaaS B2B context.

• Demonstrated capability to enhance operational metrics and customer satisfaction through data analysis and process optimization.

• Experience in the implementation or management of AI-driven support or analytics tools (e.g., chatbots, predictive ticket routing, sentiment analysis).

• Strong analytical and communication abilities, complemented by an executive presence and the ability to influence across departments.

🏝️ Benefits

• N/A