Director, Support Services

T-Net British Columbia; Vancouver; Hybrid; CAD 130,000 - 180,000; Full time

Job summary

An established industry player seeks a Director of Support Services to lead their 24/7 team, ensuring excellence in customer experience. This role blends leadership with technical expertise, focusing on optimizing processes and fostering a strong team culture. The ideal candidate will have over 10 years of experience in technical support within the SaaS sector, showcasing exceptional communication and problem-solving skills. Join a dynamic environment that values diversity and innovation, where your contributions can significantly impact the organization and its clients.

Benefits

Extended health benefits

Virtual healthcare

Wellness allowance

Paid sick days

Corporate bonuses

RRSP contribution matching

Subsidized meal program

Qualifications

• 10+ years in a technical support leadership role within SaaS.
• Strong customer service skills and ability to resolve disputes.
• Experience with ITIL Service Management framework.

Responsibilities

• Oversee all aspects of the 24/7 Support Services team.
• Lead, train, and develop a high-performing support team.
• Own and optimize the Support Services function across products.

Skills

Technical support leadership

Customer service

Problem-solving

Communication skills

Analytical skills

Organizational skills

Education

Bachelor's degree

10+ years of experience in SaaS

Tools

Salesforce

JIRA

Confluence

Excel

PowerPoint

Job description

For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It's a place where you can genuinely make an impact - and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

Your role:

The Director of Support Services is a highly visible role where you will oversee all aspects of our 24/7/365 Support Services team at Global Relay. Your primary responsibility will be to drive excellence across our entire Support Services organization. This position requires a blend of exceptional leadership skills and technical expertise, all while providing a white-glove customer experience for our clients.

The Director of Support Services operates with cross-functional coordination alongside customer-facing teams: Escalations, Application Support, DevOps, Engineering, Product Management and IT Operations.

You will report to the VP of Support Services and will assist in shaping a unified team strategy, defining and streamlining processes, and fostering a strong team culture. With a combination of technical proficiency and inspirational leadership, you will have the opportunity to transform our Support Services operations and tackle the challenge of building a world-class team.

Your responsibilities:

• Own, optimize and standardize the Support Services function across all Global Relay products, ensuring measurable and reportable workflow efficiency and responsiveness.
• Lead, train, and develop a high-performing team, ensuring they have the necessary tools and training to succeed.
• Minimum 1-2 years of experience in a Helpdesk, Service Desk or similar type of customer service/facing role.
• Excellent written and verbal communication skills, you enjoy crafting clear and concise messages to customers.
• Outstanding organizational, interpersonal skills and exceptional attention to detail.
• Solution driven - ability to listen to concerns, assess situations and respond appropriately.
• Technical knowledge and experience in different operating systems, infrastructure, and working knowledge of IT troubleshooting tools and techniques.
• Good working knowledge and understanding of Active Directory, SCIM/Identity Management, MFA and SSO.
• Ability to exercise good judgement and discretion with confidential information.
• You are adaptive and have a strong willingness to learn while working in a fast-paced environment.
• You are empathetic and like communicating complex technical problems and solutions to end users at all levels of proficiency and are easily understood by diverse audiences.
• You are curious about technology and have a solid understanding of the impact to business when something in software goes wrong.
• You have patience, the desire and ability to go above and beyond for the cause.
• You are resourceful, flexible and able to work independently with minimal supervision.
• Good working knowledge in Salesforce, JIRA and Confluence is a PLUS!
• One or more years of experience supporting Instant Messaging platforms on different operating systems (Windows, MacOS, iOS and Android) and SaaS implementations is a plus!
• One or more years of experience in integrated SMS and VoIP systems is also a plus!

About You:

• You have 10+ years of experience in a technical support leadership role within the SaaS sector.
• You possess excellent communication and presentation skills, with the ability to influence senior executives (e.g., C-suite) both internally and externally.
• You have a customer-focused approach and demonstrate a strong work ethic.
• You have strong customer service skills to resolve disputes, treating customers with exceptional care.
• You excel in problem-solving, especially under critical and high-stress situations.
• You have effective analytical skills to balance pragmatic problem solving with risk management.
• You have a proven ability to multitask, prioritize and drive resolutions in a timely manner, while systematically guiding technical teams adhere to defined processes.
• You have a proven track record of leading teams of managers and team leads.
• You are capable of managing large teams and providing effective mentoring and coaching.
• You possess strong organizational, analytical and critical thinking skills.
• You have demonstrated experience in identifying and optimizing processes and reporting results to Senior Leadership.
• You have excellent interpersonal skills.
• Ability to exercise good judgment and discretion with confidential information.

Preferred Technology Skills / Experience:

• Experience with industry-standard tools and technologies such as Jira, Confluence, SalesForce or other applicable tools.
• Experience with Data analysis, Reporting and Presentation tools such as Excel, PowerPoint, Miro, ProductBoard, and JIRA ActionableAgile etc.
• Strong working knowledge of Email and Instant Messaging systems and networking technologies.
• Experience with the ITIL Service Management framework.
• Experience with audit controls such as COSO, COBIT, SOC 2, and DORA 2022.
• Experience and knowledge of ISO 27001.

Compensation:

Global Relay advertises the pay range for this role in compliance with British Columbia's pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background.

The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive extended health benefits program, including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days, which increase based on tenure. Other benefits include: Paid sick days, maternity/parental enhancement program, corporate bonuses, and an RRSP contribution matching program.

For Vancouver-based employees, we provide a subsidized meal program, courtesy of our talented in-house culinary team!

British Columbia - Base Salary Range: $130,000 - $180,000 CAD

Who we are:

For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It's a place where you can genuinely make an impact - and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

Your role:

The Director of Support Services is a highly visible role where you will oversee all aspects of our 24/7/365 Support Services team at Global Relay. Your primary responsibility will be to drive excellence across our entire Support Services organization. This position requires a blend of exceptional leadership skills and technical expertise, all while providing a white-glove customer experience for our clients.

The Director of Support Services operates with cross-functional coordination alongside customer-facing teams: Escalations, Application Support, DevOps, Engineering, Product Management and IT Operations.

You will report to the VP of Support Services and will assist in shaping a unified team strategy, defining and streamlining processes, and fostering a strong team culture. With a combination of technical proficiency and inspirational leadership, you will have the opportunity to transform our Support Services operations and tackle the challenge of building a world-class team.

Your responsibilities:

• Own, optimize and standardize the Support Services function across all Global Relay products, ensuring measurable and reportable workflow efficiency and responsiveness.
• Lead, train, and develop a high-performing team, ensuring they have the necessary tools and training to succeed.
• Minimum 1-2 years of experience in a Helpdesk, Service Desk or similar type of customer service/facing role.
• Excellent written and verbal communication skills, you enjoy crafting clear and concise messages to customers.
• Outstanding organizational, interpersonal skills and exceptional attention to detail.
• Solution driven - ability to listen to concerns, assess situations and respond appropriately.
• Technical knowledge and experience in different operating systems, infrastructure, and working knowledge of IT troubleshooting tools and techniques.
• Good working knowledge and understanding of Active Directory, SCIM/Identity Management, MFA and SSO.
• Ability to exercise good judgement and discretion with confidential information.
• You are adaptive and have a strong willingness to learn while working in a fast-paced environment.
• You are empathetic and like communicating complex technical problems and solutions to end users at all levels of proficiency and are easily understood by diverse audiences.
• You are curious about technology and have a solid understanding of the impact to business when something in software goes wrong.
• You have patience, the desire and ability to go above and beyond for the cause.
• You are resourceful, flexible and able to work independently with minimal supervision.
• Good working knowledge in Salesforce, JIRA and Confluence is a PLUS!
• One or more years of experience supporting Instant Messaging platforms on different operating systems (Windows, MacOS, iOS and Android) and SaaS implementations is a plus!
• One or more years of experience in integrated SMS and VoIP systems is also a plus!

About You:

• You have 10+ years of experience in a technical support leadership role within the SaaS sector.
• You possess excellent communication and presentation skills, with the ability to influence senior executives (e.g., C-suite) both internally and externally.
• You have a customer-focused approach and demonstrate a strong work ethic.
• You have strong customer service skills to resolve disputes, treating customers with exceptional care.
• You excel in problem-solving, especially under critical and high-stress situations.
• You have effective analytical skills to balance pragmatic problem solving with risk management.
• You have a proven ability to multitask, prioritize and drive resolutions in a timely manner, while systematically guiding technical teams adhere to defined processes.
• You have a proven track record of leading teams of managers and team leads.
• You are capable of managing large teams and providing effective mentoring and coaching.
• You possess strong organizational, analytical and critical thinking skills.
• You have demonstrated experience in identifying and optimizing processes and reporting results to Senior Leadership.
• You have excellent interpersonal skills.
• Ability to exercise good judgment and discretion with confidential information.

Preferred Technology Skills / Experience:

• Experience with industry-standard tools and technologies such as Jira, Confluence, SalesForce or other applicable tools.
• Experience with Data analysis, Reporting and Presentation tools such as Excel, PowerPoint, Miro, ProductBoard, and JIRA ActionableAgile etc.
• Strong working knowledge of Email and Instant Messaging systems and networking technologies.
• Experience with the ITIL Service Management framework.
• Experience with audit controls such as COSO, COBIT, SOC 2, and DORA 2022.
• Experience and knowledge of ISO 27001.

Compensation:

Global Relay advertises the pay range for this role in compliance with British Columbia's pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background.

The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive extended health benefits program, including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days, which increase based on tenure. Other benefits include: Paid sick days, maternity/parental enhancement program, corporate bonuses, and an RRSP contribution matching program.

For Vancouver-based employees, we provide a subsidized meal program, courtesy of our talented in-house culinary team!

British Columbia - Base Salary Range: $130,000 - $180,000 CAD

What you can expect:

At Global Relay, there's no ceiling to what you can achieve. It's the land of opportunity for the energetic, the intelligent, the driven. You'll receive the mentoring, coaching, and support you need to reach your career goals. You'll be part of a culture that breeds creativity and rewards perseverance and hard work. And you'll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.

We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.

We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it's flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.

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