Senior Director – Customer Support

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

📋 Description

• Take ownership of SLA and case-resolution performance within the support organization, focusing on resolution times, backlog reduction, and customer satisfaction goals.

• Develop the support system, team structure, and operational model centered around outstanding customer service.

• Create and evaluate quality assurance for AI-assisted case resolutions.

• Enhance case triage, routing, escalation, and transitions to Product Development.

• Set up support resolution protocols, monitoring systems, root cause analysis, and analytics.

• Present performance metrics to the Chief Product Officer and cross-functional leadership teams.

• Redefine hiring profiles for technical support and cultivate technical support capabilities.

• Establish career pathways, compensation frameworks, and avenues for technical leadership advancement.

• Oversee and nurture Support Managers.

• Manage training, enablement, and onboarding resources.

• Scale the team while enhancing operational efficiency.

• Convert support data into product roadmap suggestions and collaborate with Product Leadership on prioritization.

• Ensure that support feedback plays a role in the product development lifecycle.

• Work together with Customer Operations on onboarding, customer success, and support initiatives.

• Manage workforce planning, capacity modeling, tooling investments, operational frameworks, data infrastructure, and performance dashboards.

• Identify and implement both short- and long-term improvements in SLA performance, case prevention, career development, AI-assisted resolution quality, retention, and product collaboration.

⛳️ Requirements

• A minimum of 7 years of experience in building or scaling technical support/TSE organizations, or at least 5 years in developing consumer product services at software or SaaS companies with established tiered escalation models and technical depth.

• Demonstrated success in managing functions with stringent SLAs and systematically enhancing them.

• Extensive experience in people management, including fostering strong teams, culture, and results through coaching, leadership, and accountability.

• Proven experience in creating or redesigning support career ladders and leveling frameworks that retain technical talent.

• Possess technical credibility; capable of conversing with engineers and evaluating the quality of technical problem-solving.

• Background in building or reengineering workflows, tools, and operational models.

• Ability to convert metrics and case data into actionable insights for product roadmap prioritization.

• Skill in partnering with Product and Engineering leadership, influencing roadmaps, securing resources, and navigating complex organizational structures.

• Lean Six Sigma or Process Engineering experience is advantageous.

• A mindset that treats Customer Service as a product.

• A builder's mentality with experience in establishing functions from the ground up or leading significant transformations.

• Capability to hold teams accountable while fostering their development and growth.

• Proven cross-functional influence through partnership and evidence.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and flexible work arrangements.

• Opportunities for professional development and advancement.

• Collaborative and inclusive company culture.