Director, Global Support & Customer Experience

Aplin; Ottawa; On-site; CAD 110,000 - 135,000; Full time

Benefits offered by this job

Health and wellness benefits

Employer-matched retirement savings

Professional development opportunities

Employee-focused programs

Job summary

Aplin, in partnership with a growth-stage software company, is seeking a Director of Support Services to lead a distributed technical support organization. The role focuses on team development, operational excellence, customer experience, and cross-functional partnership with Product and Engineering.

This is an opportunity for an experienced support leader to scale processes, improve outcomes, and build a high-performing team within a growing software environment, with a salary range of

Qualifications

• 5+ years in leading Technical Support or Service Delivery teams within SaaS.
• Proven experience scaling support organizations.
• Strong understanding of support operations, metrics, and CX best practices.
• Experience cross-functionally with Product and Engineering teams.
• Track record leading remote or distributed teams.
• Excellent communication, coaching, and stakeholder management.

Responsibilities

• Lead, mentor, and develop a distributed team of technical support professionals.
• Assess and optimize support processes, workflows, and service delivery practices.
• Champion proactive and transparent customer communication and improve escalation handling.
• Collaborate with Product and Engineering to address recurring issues and improve outcomes.
• Develop and maintain KPIs and operational reporting; present to leadership.
• Forecast staffing needs and align resources with demand and objectives.

Skills

Lead distributed teams

Cross-functional collaboration

Customer experience improvement

Coaching & mentoring

Stakeholder management

Tools

AI-enabled tools

Automation technologies

Job description

Aplin, in partnership with a growth-stage software company, is seeking a Director of Support Services to lead a distributed technical support organization. The role focuses on team development, operational excellence, customer experience, and cross-functional partnership with Product and Engineering.

This is an opportunity for an experienced support leader to scale processes, improve outcomes, and build a high-performing team within a growing software environment, with a salary range of