Director of Customer Support

TalentMinded Inc.; Old Toronto; Remote; CAD 80,000 - 130,000; Full time

Job summary

An innovative SaaS company is seeking a Director of Customer Support to lead their support team and enhance customer satisfaction. This remote role offers the opportunity to make a significant impact by implementing strategies that optimize support processes and advocate for clients. You will manage a team, drive initiatives to improve efficiency, and collaborate across departments to deliver exceptional service. If you are a results-driven leader with a passion for customer success and technology, this is the perfect opportunity to shape the future of customer support in a dynamic environment.

Benefits

Remote Work Flexibility

Professional Development Opportunities

Health and Wellness Programs

Autonomy to Innovate

Qualifications

• Proven track record in leading high-performing teams in a SaaS environment.
• Expertise in customer support and CRM systems with a focus on client satisfaction.

Responsibilities

• Lead and manage a team of support specialists to enhance customer experiences.
• Develop strategies based on customer feedback to improve satisfaction and loyalty.

Skills

Team Management

Customer Relationship Management

Strategic Planning

Communication Skills

Technical Support

Data Analysis

Education

Bachelor's Degree

Master's Degree (preferred)

Tools

CRM Systems

AI Tools

Customer Support Software

Job description

Our client, a SaaS company providing mission-critical technical solutions for healthcare settings, is hiring a Director of Customer Support to join their leadership team. Reporting directly to the President, this critical role will oversee the support team to ensure the delivery of exceptional customer experiences.

As the Director of Customer Support, you will bring a proven track record of building and leading high-performing teams in a SaaS-based environment. Leveraging your strategic vision and operational expertise, you will drive initiatives to enhance customer satisfaction, optimize support processes, and ensure successful resolution of client issues. Your leadership will be instrumental in shaping the company’s customer support strategy, fostering a collaborative, service-oriented culture, and empowering clients to achieve their goals through the platform.

This is a remote role with occasional travel to client sites across Canada.

What's in it for you

Immediate and long-term impact: Drawing on your insights and best practices, you will have the opportunity to increase efficiency, drive automation, and optimize how clients access training and support. This is your chance to make a measurable difference by designing and implementing strategies that enhance customer satisfaction and elevate the overall customer experience.

Autonomy to innovate: You will be free to bring your expertise to the forefront, introducing best practices and leveraging tools like automation and AI to deliver a seamless, customer-first experience. Your vision and leadership will be pivotal in transforming how the organization meets and exceeds client expectations.

Be the voice of the customer: As a key advocate for the customer, you will share insights and feedback with internal teams, particularly the product team. You will help shape new feature development and ensure the platform evolves to effectively meet client needs. Your input will drive improvements that directly impact user success and satisfaction.

You will:

• Lead the team: You will manage a team of three direct reports while overseeing a broader team of 20 Tier 1, 2, and 3 support specialists. From recruitment and onboarding to training and professional development, you will provide coaching and performance feedback, build a customer-focused culture, and empower your team to deliver outstanding results.
• Strategize and innovate: Leveraging customer feedback, you will analyze trends to develop and implement strategies that increase customer satisfaction and loyalty. You will lead continuous improvement initiatives, collaborating across departments to create a seamless customer experience. To enhance efficiency, you will optimize technical tools and implement solutions like AI and chatbots to streamline processes and elevate service delivery.
• Engage and build relationships: As the senior point of contact for clients, you will actively engage with key stakeholders to understand their needs, gather feedback, and deliver high-value outcomes. You will maintain strong relationships with customer champions and act as a proactive advocate for client-centric solutions that align with the company’s mission.

You have:

• The experience: You combine relationship-building skills with a passion for connecting people and technology to improve efficiency and productivity. You bring a customer-focused mindset and are dedicated to understanding and meeting client needs with personalized solutions. You excel at proactively responding to your customers and your team. You have expertise working with high-level stakeholders, managing conflict, and influencing decision-makers. You are results-driven, setting metrics, optimizing processes, and directing strategies to prove value and increase engagement.
• The leadership skills: You have exceptional team and technology management skills. You emphasize working across teams to get the job done. You can build trust and know how to coach and manage direct reports at different levels. You have a track record of motivating and guiding teams to meet and exceed the customer’s expectations. You lead by example, provide mentorship, and remove barriers. You foster a results-oriented and supportive culture where your team can thrive autonomously, work collaboratively, and execute efficiently.
• The interpersonal skills: You have exceptional communication skills, and you are an active listener. You can translate complex technical details for a non-technical audience. You genuinely appreciate diverse experiences and backgrounds and are interested in understanding others, hearing their perspectives, and addressing their concerns.
• The technical skills: You can leverage customer data and analytics to develop innovative approaches that deliver success. You are proficient with customer support and CRM systems. You can quickly learn new tools and technologies.
• The flexibility: You can travel to client sites as needed across Canada.

What you can expect from the interview process

• A virtual interview with a Talent Advisor to discuss your interest in the role and to learn more about the organization.
• An interview with the President to learn more about their vision for the role, company and product.
• A final interview with key members of the leadership team. This will be your opportunity to meet some of your future peers and answer any last questions you may have.