Director of 24/7 Customer Operations & CX Tech

Paramount Commerce; Remote; CAD 150,000 - 190,000; Full time

Job summary

A leading fintech company in Calgary is seeking a Director of Customer Operations to enhance its 24/7 support team. This role emphasizes transforming support into a strategic advantage, driving customer insights, and managing the technology stack. Ideal candidates will have over 10 years of experience in customer operations, especially within the fintech or gaming sectors. This position offers a competitive salary, generous vacation, and a remote-first work environment.

Benefits

Competitive salary

Generous Vacation + Summer Fridays

Health & Dental Benefits

Wellness Spending Account

Retirement savings matching plan

Remote first environment

Quality Hardware provided

Parental leave top up program

Birthday Day Off

Quarterly Socials

Volunteer Days

Qualifications

• 10+ years of experience in Customer Operations or Support leadership, preferably in B2B or Enterprise environments.
• Experience in gaming and fintech preferred.
• Ability to turn customer support into a strategic advantage.

Responsibilities

• Lead a global support team ensuring consistent service across time zones.
• Transform customer interactions into actionable product insights.
• Own and manage the customer experience technology stack.

Skills

Customer Operations leadership

Empathy

Technical proficiency

Budget management

Cross-functional collaboration

Strategic thinking

Tools

Genesys Cloud

Job description

A leading fintech company in Calgary is seeking a Director of Customer Operations to enhance its 24/7 support team. This role emphasizes transforming support into a strategic advantage, driving customer insights, and managing the technology stack. Ideal candidates will have over 10 years of experience in customer operations, especially within the fintech or gaming sectors. This position offers a competitive salary, generous vacation, and a remote-first work environment.