Director, Customer Support

Summary

Join Wavelo, a SaaS company within Tucows, as the Director of Customer Support! Lead and strategize for customer support teams, ensuring exceptional service across all customer segments. Develop and implement strategies to improve service delivery and utilize support tools for automation and enhanced customer satisfaction. Collaborate with various teams, including engineering, product, and sales, to resolve critical issues and maintain efficient procedures. This role requires 10+ years of experience leading technical support teams across multiple regions, a Bachelor's degree, and strong leadership and communication skills. Wavelo offers a remote-first work environment and a competitive salary and benefits package.

Requirements

• 10+ years of leading technical support teams across multiple geographic regions
• Experience leading support teams in a Business to Business and / or Business to Business to Consumer organization
• Experience growing a support team across multiple regions
• Bachelor's degree in Business, Information Technology, or a related field is required
• Well-developed business and management principles related to strategy development, resource allocation, workflows, leadership and coordination of people and resources
• Ability to lead managers and successfully guide distributed remote teams across lines of business, and geographies
• Possess a strong management presence and leadership ability, with communication and interpersonal skills that inspire and empower leaders and teams
• Operational and strategic excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning
• Ability to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Ability to collaborate across the organization and with external partners
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction

Responsibilities

• Lead the Customer Support team and strategy to align with department goals and vision
• Develop, evaluate, and implement strategies to identify opportunities and improve service delivery
• Responsibility for ensuring the team is adequately trained to support all Customer Care Pillars, and all customer segments
• Evaluate Customer Support tools in support of automation, self-service, omni-channel support or improvement of customer satisfaction
• Implement and maintain procedures and tools that support department efficiency
• Create an environment that promotes exceptional customer support, collaboration, communication and teamwork within the department and cross-functionally
• Lead support incidents and critical issues, effectively communicating to the business and owning the interaction between customers, product and engineering
• Establish key performance indicators measuring customer satisfaction and support efficiency to make the necessary improvements

Preferred Qualifications

Experience in the SaaS or telecom industry is highly preferred

Benefits

• Remote-first work environment
• The base salary range for this position is $148,140 - $164,600 USD for US residents OR $143,820 - $159,800 CAD for Canadian residents. Other countries will differ. Range may vary on a number of factors including, but not limited to: location, experience and qualifications
• Tucows believes in a total rewards offering that includes fair compensation and generous benefits