Director of Support

Summary

Join Thinkific as the Director of Support and lead a world-class customer support team. You will be responsible for delivering exceptional customer service, tracking key performance indicators, driving strategic initiatives, and managing team performance. The ideal candidate has 2+ years of experience leading and scaling a customer support department in a SaaS environment, strong analytical and communication skills, and a proven track record of managing high-performing teams. Thinkific offers a competitive compensation package, including base salary, equity, bonuses, and an employee share purchase plan, along with comprehensive benefits, flexible work arrangements, and professional development opportunities. The company fosters a positive and inclusive work environment and is committed to diversity, equity, inclusion, and belonging.

Requirements

• Has at least 2+ years of experience leading and scaling a world-class Customer Support department in a SaaS environment at the Director level
• Is highly analytical – you’re intimately familiar with customer support metrics for both Live Chat and Email channels, including CSAT, First Response Times, Average Resolution Times, NPS, and more
• Has strong written and verbal communication skills; you can get buy-in for your ideas quickly and turn them into action
• Is a problem solver at heart and has no trouble figuring out how to solve a complex problem, even if you don’t know the answer initially
• Is a curious thinker who will rigorously question assumptions, and with a solid ability to make decisions based on the information available
• Believes deeply in servant leadership and are eager to roll up your sleeves to support your team when they need it
• Is empathic to your core and is able to step into a customer’s shoes regardless of how angry or frustrated they are
• Has a consistent track record managing a high-performing team responsible for customer retention and satisfaction
• Loves helping people and has a natural inclination to go above and beyond
• Able to perform well under pressure and can handle urgent situations on the fly, you’re adaptable in the face of change and ambiguity
• Has experience in performance management and managing junior team members and junior leaders
• Is solution-oriented with a strong track record of innovation and process improvement
• Loves to learn and grow. They’ve found (and keep looking for) ways to level up their skills in this field, whether that’s through formal education, gaining professional experience, or maybe even building their own business

Responsibilities

• Lead all aspects of Thinkific’s frontline Support teams
• Track and report on key performance indicators (CSAT, quality, response times, etc.) to determine the team’s effectiveness and efficiency
• Drive strategic initiatives within the Support team and cross functionally to improving our ability to provide world class customer service
• Manage performance of individuals through continuous feedback, 1:1s and performance reviews, progressing direct reports’ career progression and development through coaching and mentorship
• Implement strategies to improve issue resolution across all customer touch points to increase revenue retention and reduce churn
• Use a disciplined and data driven approach to define problems and test solutions

Preferred Qualifications

• Experience with Zendesk, Slack, Asana, Google Drive, Guru, TextExpander, Playvox
• Experience and knowledge of the online learning space

Benefits

• A competitive compensation package including base salary, equity, team-wide bonuses, and an Employee Share Purchase Plan
• Flexible Paid Time Off to maintain mental and physical health. Our team is encouraged to take a minimum 4 weeks of vacation, plus Thinker Holidays (extended long weekends in the summer) and time off for the December holiday season
• Health Benefits and Wellness: Comprehensive benefits starting on Day 1 include health, vision, and dental coverage for you and your family, $3,000 for mental health care, a short-term health plan, and an additional health or personal spending account. Plus, family friendly benefits include generous parental leave top-ups for up to 32 weeks, as well as fertility coverage and personalized return to work options
• Flexible Work . Choose to work from home from anywhere in Canada, at our Vancouver HQ, a co-working space, or anywhere there’s wifi for a change of scenery
• Learning & Growth. An annual $1500 USD Learn and Grow fund for conferences, seminars, or courses, plus training, mentorship, coaching, and internal promotion opportunities
• A home office setup so you’re ready to succeed with a company-owned Macbook Pro and a budget to order a desk, chair, or any accessories to help you work comfortably and productively
• Eats and Treats. $50 CAD per month to treat yourself with snacks, lunch, or groceries to cook at home