Global Head of Support & AI-Driven Customer Experience

Docker; Canada; Remote; CAD 30,000 - 60,000; Full time

Job summary

A leading software company in Canada is seeking a Senior Director of Support to own the global Support organization's strategy and operations. The ideal candidate will lead a customer-obsessed team, drive transformation initiatives, and enhance the customer experience through innovative support solutions, including AI. They should have extensive experience in technical support and managing global teams.

Benefits

Freedom & flexibility; fit your work around your life

Designated quarterly Whaleness Days

Home office setup

16 weeks of paid Parental leave

Technology stipend

PTO plan

Quarterly company-wide hackathons

Training stipend

Equity

Docker Swag

Medical benefits, retirement and holidays vary by country

Qualifications

• 10+ years in technical support, customer engineering, or related fields.
• 6+ years leading managers in a global organization.
• Experience in scaling support organizations in high-growth environments.

Responsibilities

• Set the multi-year support strategy and annual operating plan.
• Own and drive KPIs like CSAT/NPS and SLA attainment.
• Build and mentor a diverse leadership bench.

Skills

Technical support

Customer engineering

Leadership

Change management

AI/LLM tooling

Tools

Salesforce Service Cloud

incident.io

AI-assisted support tools

Job description

A leading software company in Canada is seeking a Senior Director of Support to own the global Support organization's strategy and operations. The ideal candidate will lead a customer-obsessed team, drive transformation initiatives, and enhance the customer experience through innovative support solutions, including AI. They should have extensive experience in technical support and managing global teams.