Humi is hiring a
Director of Client Support

Summary

The Director of Support role is to lead and transform client support operations at Humi, a fast-growing Canadian HR tech startup backed by reputable investors. The role requires strong analytical skills, problem-solving abilities, leadership experience, and excellent communication skills. The job involves strategic leadership, data analysis, cost optimization, and technology management in client support operations. The company offers remote work, flexible hours, long weekends, and competitive salary.

Requirements

• Strong analytical skills with experience in data analysis, reporting, and metrics-driven decision making
• Proven experience in managing the cost of service and implementing cost-saving initiatives
• Excellent leadership, mentoring, communication, and interpersonal skills
• Experience in implementing scalable support structures and processes to accommodate rapid business growth

Responsibilities

• Develop and implement a strategic vision for the client support function that aligns with the company’s overall objectives
• Lead, mentor, and develop a high-performing support team, fostering a culture of excellence and continuous improvement
• Use support data to monitor performance and drive improvements in cost efficiency, ticket deflection, and proactive support
• Implement and maintain KPIs to track and assess support effectiveness, using insights to predict and address challenges
• Analyze and manage the cost of delivering support services, identifying opportunities to optimize expenses without compromising quality
• Implement scalable support structures and processes to accommodate business growth and increased client demand
• Oversee and optimize the use of Zendesk to enhance support operations and self-service capabilities

Preferred Qualifications

• Proficiency in Zendesk, Pendo, Tableau, with experience in implementing and managing NLP bots
• Experience building a Self Serve support model
• Experience in finance, payroll, group benefits, insurance and/or accounting
• Experience in leading SaaS support teams within tech startups in fast-paced, high-growth environments

Benefits

• Remote work
• Flexible hours
• Long(er) weekends initiative
• Competitive salary ($110,000 - $160,000 a year)