Director of Customer Support

Summary

Join our client, a SaaS company in healthcare, as their new Director of Customer Support! Reporting to the President, you will lead a team of 20+ support specialists, driving exceptional customer experiences. This remote role (with occasional Canadian travel) demands strategic vision, operational expertise, and a passion for building high-performing teams. You will shape customer support strategy, foster a collaborative culture, and ensure successful client issue resolution. You'll be instrumental in enhancing customer satisfaction and optimizing support processes. This is a chance to make a significant impact and innovate within a growing SaaS company.

Requirements

• Combine relationship-building skills with a passion for connecting people and technology to improve efficiency and productivity
• Bring a customer-focused mindset and be dedicated to understanding and meeting client needs with personalized solutions
• Excel at proactively responding to customers and your team
• Have expertise working with high-level stakeholders, managing conflict, and influencing decision-makers
• Be results-driven, setting metrics, optimizing processes, and directing strategies to prove value and increase engagement
• Have exceptional team and technology management skills
• Emphasize working across teams to get the job done
• Build trust and know how to coach and manage direct reports at different levels
• Have a track record of motivating and guiding teams to meet and exceed the customer’s expectations
• Lead by example, provide mentorship, and remove barriers
• Foster a results-oriented and supportive culture where your team can thrive autonomously, work collaboratively, and execute efficiently
• Have exceptional communication skills, and be an active listener
• Translate complex technical details for a non-technical audience
• Genuinely appreciate diverse experiences and backgrounds and be interested in understanding others, hearing their perspectives, and addressing their concerns
• Leverage customer data and analytics to develop innovative approaches that deliver success
• Be proficient with customer support and CRM systems
• Be able to quickly learn new tools and technologies
• Be able to travel to client sites as needed across Canada

Responsibilities

• Lead the team. Manage a team of three direct reports while overseeing a broader team of 20 Tier 1, 2, and 3 support specialists. Provide coaching and performance feedback, build a customer-focused culture, and empower your team to deliver outstanding results
• Strategize and innovate. Leverage customer feedback, analyze trends to develop and implement strategies that increase customer satisfaction and loyalty. Lead continuous improvement initiatives, collaborating across departments to create a seamless customer experience. Optimize technical tools and implement solutions like AI and chatbots to streamline processes and elevate service delivery
• Engage and build relationships. Actively engage with key stakeholders to understand their needs, gather feedback, and deliver high-value outcomes. Maintain strong relationships with customer champions and act as a proactive advocate for client-centric solutions that align with the company’s mission

Benefits

Remote role with occasional travel to client sites across Canada