Director of Support Services

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 is partnering with a growth-stage software company seeking aDirector of SupportServicesto lead the transformation of a distributed technical support organization. This 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 make a significant impact by building scalable processes, improving customer outcomes, and developing a high-performing team within a growing software environment.

Key Responsibilities

Leadership & Team Development

• Lead, mentor, and develop a distributed team of technical support professionals.
• Foster a culture of accountability, collaboration, continuous learning, and customer focus.
• Establish clear performance expectations and coaching plans.
• Support career development and succession planning initiatives.

Operational Excellence

• Assess and optimize support processes, workflows, and service delivery practices.
• Drive initiatives that improve efficiency, scalability, and resolution quality.
• Establish and maintain support performance standards and service objectives.
• Implement best practices that support continued organizational growth.

Customer Experience

• Champion proactive and transparent customer communication.
• Improve escalation management and issue resolution processes.
• Develop standards that strengthen the customer experience throughout the support lifecycle.
• Promote a culture focused on responsiveness and accountability.

Cross-Functional Partnership

• Collaborate closely with Product, Engineering, and other internal stakeholders to address recurring issues and improve customer outcomes.
• Establish effective feedback loops between support and product teams.
• Help identify root causes and drive long-term resolutions for customer-impacting concerns.

Reporting & Continuous Improvement

• Develop and maintain key performance indicators and operational reporting.
• Analyze support trends and performance data to identify opportunities for improvement.
• Present recommendations and progress updates to leadership.
• Drive ongoing process improvement initiatives.

Resource Planning

• Forecast team and operational needs to support future growth.
• Evaluate staffing requirements and recommend scalable solutions.
• Ensure support resources align with customer demand and business objectives.

Qualifications

Required

• 5+ years of experience leading Technical Support, Customer Support, or Service Delivery teams within a software or SaaS environment.
• Proven experience improving and scaling support organizations.
• Strong understanding of support operations, service metrics, and customer experience best practices.
• Experience working cross-functionally with Product and Engineering teams.
• Demonstrated success leading remote or distributed teams.
• Excellent communication, coaching, and stakeholder management skills.

Preferred

• Experience supporting enterprise customers.
• Technical background or strong understanding of software development and technical troubleshooting.
• Experience leading organizational or support transformation initiatives.
• Familiarity with modern support technologies, automation, and AI-enabled tools.

Compensation & Benefits

• Competitive compensation package (expected salary range is $110,000 - $135,000 per annum, commensurate with experience).
• Comprehensive health and wellness benefits.
• Employer-matched retirement savings program.
• Professional development opportunities.
• Additional employee-focused programs and perks.

At Aplin — together with our brands CompuStaff, Impact Recruitment, and Vantix Systems — we connect great people with great organizations across North America.

We believe diverse teams build stronger companies, and we welcome applicants from all backgrounds, experiences, and perspectives.

We use AI tools to assist in a fair and efficient matching process, helping our recruiters connect the right people with the right opportunities. To be considered, applicants must be legally entitled to work in Canada, including holding any required permits. Our recruitment services are always free for job seekers.

Accommodation is available upon request throughout all stages of the recruitment process.