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 Vancouver is seeking a Director of Customer Operations to lead a 24/7 support team. You'll focus on turning support into a strategic advantage, ensuring high-quality customer interactions drive business insights. The ideal candidate has over 10 years of experience in customer operations, particularly in B2B environments, and is technically proficient with contact center technology. Join a dynamic team at the forefront of payment innovation in a remote-first environment.

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

• Proven experience in leading customer support teams in B2B or Enterprise environments.
• Ability to translate customer pain points into actionable business insights.
• Strong understanding of high stakes, regulated environments.

Responsibilities

• Lead a global, 24/7 support team with consistent service.
• Design a 'white glove' experience for high-value customers.
• Transform customer interactions into product intelligence.

Skills

Customer Operations leadership

Data analysis

Empathy in leadership

Technical proficiency with contact center platforms

Collaboration across departments

Education

10+ years in Customer Operations or Support leadership

Tools

Genesys Cloud

Job description

A leading fintech company in Vancouver is seeking a Director of Customer Operations to lead a 24/7 support team. You'll focus on turning support into a strategic advantage, ensuring high-quality customer interactions drive business insights. The ideal candidate has over 10 years of experience in customer operations, particularly in B2B environments, and is technically proficient with contact center technology. Join a dynamic team at the forefront of payment innovation in a remote-first environment.