Director, Customer Support

Porter Airlines; Toronto; On-site; CAD 95,000 - 130,000; Full time

Job summary

A Canadian airline is seeking a Director of Customer Support to lead and evolve its contact centre operations. The ideal candidate will have a strong background in customer service leadership, a focus on operational excellence, and a deep understanding of the aviation industry. This role involves optimizing service delivery, leading a team, and enhancing customer satisfaction through innovative solutions and technology. Competitive compensation and opportunities for professional growth are provided.

Qualifications

• 10+ years of progressive experience in customer service or support leadership roles.
• 3-5 years managing multiple customer support functions or large-scale contact centre.
• Experience in the aviation industry preferred.

Responsibilities

• Define and champion customer support vision and alignment with business objectives.
• Oversee performance of the contact centre for high service levels and efficiency.
• Lead training programs to equip agents with skills and knowledge.

Skills

Customer service excellence

Team leadership

Analytical skills

Communication skills

AI understanding

Education

Bachelor's degree in Business Administration or related field

MBA or equivalent advanced degree

Job description

Job Summary

The Director, Customer Support is a leadership role responsible for the strategic direction, operational excellence, and continuous evolution of customer support functions in our contact centre. This includes leading the call center, customer relations, workforce management, and the agent training academy. It also includes supporting our partners such as our travel agencies, our codeshare and interline airlines, and airport agents. With a strong product mindset, this leader will continuously seek innovative approaches to enhance customer experience, optimize operational efficiency, and drive the evolution of service delivery, including leveraging Porter’s digital channels (web and mobile), the benefits of artificial intelligence for workforce enablement and customer interaction. Duties & Responsibilities Define and champion the customer support vision and strategy, ensuring alignment with the company's overall business objectives and customer experience goals. Oversee and optimize the performance of the contact centre, ensuring high service levels, efficiency, and customer satisfaction. Lead the customer relations function, developing strategies for effective complaint resolution, service recovery, proactive customer engagement and regaining customer trust. Manage the travel agency and partnership support function, fostering strong relationships and ensuring seamless service delivery to key partners. Direct the workforce management team to ensure optimal staffing, scheduling, and resource allocation across all customer support channels. Lead the agent training academy, developing comprehensive training programs that equip agents with the skills, knowledge, and tools to deliver exceptional service, including training on new technologies like AI. Cultivate a "product mindset" within the customer support organization, continuously identifying opportunities for process improvement, technology adoption, and service innovation. Evaluate and implement new technologies, including AI and automation solutions, to enhance agent productivity, improve customer self-service options, and personalize interactions. Establish and monitor key performance indicators (KPIs) for all customer support functions, driving data-driven decisions and accountability for service excellence. Lead, mentor, and develop a high-performing team of customer support managers and specialists, fostering a culture of continuous learning, empathy, and customer-centricity. Collaborate closely with cross-functional leaders (e.g., Project and Product Management, Operations, IT, Marketing, Sales) to ensure a holistic and seamless customer journey. Manage strategic vendor relationships and partnerships related to customer support technologies and outsourced operations. Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy. Behavioural Competencies Concern for Safety : Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others. Teamwork : Working collaboratively with others to achieve organizational goals. Passenger / Customer Service : Providing service excellence to internal and / or external customers (passengers). Initiative : Dealing with situations and issues proactively and persistently, seizing opportunities that arise. Results Focus : Focusing efforts on achieving high quality results consistent with the organization’s standards. Fostering Communication : Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus. Exemplifying Integrity : Treating others fairly, honestly, and respectfully, furthering the integrity of the organization and its relationships of trust with team members and the broader community. Inspiring Others : Energizing and inspiring others to strive for excellence and commit to common goals and purposes, creating a sense of self-efficacy, resilience, and persistence in followers. People Leadership : Assuming a leadership role in helping others achieve excellent results. Leading Change : Recognizing the need for change, being open to new ideas and methods, and championing transformational change within the organization and beyond. Qualifications Bachelor's degree in Business Administration, Operations Management, Communications, or a related field; MBA or equivalent advanced degree preferred. 10+ years of progressive experience in customer service or customer support leadership roles, with at least 3-5 years managing multiple customer support functions or a large-scale contact centre. Experience in the aviation industry, with an understanding of airline operations, customer expectations, and regulatory environments is an asset. Proven track record of defining and executing successful customer support strategies that improve customer satisfaction and operational efficiency. Demonstrated ability to lead and develop large teams, fostering a positive and productive work environment. Strong "product mindset" with a history of identifying problems, proposing innovative solutions, and driving continuous improvement in service delivery. Solid understanding of workforce management principles and technologies. Demonstrated understanding of the benefits and applications of artificial intelligence (AI) in customer support and workforce management. Excellent communication, interpersonal, and negotiation skills, capable of influencing at all levels. Strong analytical skills with the ability to interpret complex data and make informed decisions.