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 Ottawa is searching for a skilled Director, Customer Operations. This role involves spearheading a global 24/7 support team, transforming customer support into a strategic asset, and owning the customer experience tech stack. The ideal candidate has over 10 years in customer operations, ideally in B2B or enterprise environments, and possesses a strong understanding of modern contact center platforms such as Genesys. You will play a crucial role in enhancing customer satisfaction and operational performance while leading with empathy and insight.

Benefits

Competitive salary

Generous Vacation + Summer Fridays

Health & Dental Benefits

Wellness Spending Account

Retirement savings matching plan

Quality Hardware provided

Parental leave top up program

Birthday Day Off

Quarterly Socials

Volunteer Days

Qualifications

• 10+ years in Customer Operations or Support leadership.
• Experience in gamer's industry and fintech is preferred.
• Strong understanding of contact center operations and technology.

Responsibilities

• Lead a global support team and optimize 24/7 operations.
• Transform customer interactions into product intelligence.
• Own the customer experience technology stack and manage vendors.

Skills

Customer Operations Leadership

Business Intelligence

Empathy

Technical Proficiency in CX Platforms

Cross-Functional Collaboration

Performance Metrics Management

Budget Management

Tools

Genesys

Automation Tools

Job description

A leading fintech company in Ottawa is searching for a skilled Director, Customer Operations. This role involves spearheading a global 24/7 support team, transforming customer support into a strategic asset, and owning the customer experience tech stack. The ideal candidate has over 10 years in customer operations, ideally in B2B or enterprise environments, and possesses a strong understanding of modern contact center platforms such as Genesys. You will play a crucial role in enhancing customer satisfaction and operational performance while leading with empathy and insight.