Director of Support Services

David Aplin Recruiting; 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

Additional employee-focused programs

Job summary

David Aplin Recruiting is partnering with a growth-stage software company to hire a Director of Support Services who will lead a distributed technical support organization and drive customer-centric outcomes. The role emphasizes coaching, process excellence, and strong cross-functional partnerships 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

Qualifications

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Skills

Tech Support Leadership

SaaS Experience

Cross-functional Collaboration

Remote Team Leadership

Customer Experience

Stakeholder Management

Job description

Aplin is partnering with a growth-stage software company seeking a Director of Support Services to 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. Accommodation is available upon request throughout all stages of the recruitment process.