Head of CS & Support Ops — Remote, Performance Bonus

Korn Ferry; Remote; CAD 150,000 - 200,000; Full time

Job summary

A leading recruitment firm is seeking a Head of Customer Success & Support Operations. This fully remote role involves leading customer support teams, developing standard operating procedures (SOPs), and ensuring customer satisfaction through improved onboarding and retention strategies. Candidates should have over 5 years of relevant experience in customer success and team leadership, with strong communication skills in English. This position offers significant ownership and a performance-based bonus linked to key metrics.

Benefits

Performance-based bonus

Long-term stability and growth opportunity

High ownership and visibility within the company

Qualifications

• 5+ years in Customer Success, Support, or Account Management (SaaS).
• Experience leading or managing a team.
• Strong ability to build SOPs and scalable processes.

Responsibilities

• Own customer onboarding from trial signup through activation.
• Oversee live chat and support workflows.
• Build scalable SOPs for onboarding and chat handling.
• Own retention and churn reduction initiatives.
• Monitor customer health and usage trends.

Skills

Customer Success

Team Leadership

SOP Development

Systems Thinking

Written and Spoken English

Job description

A leading recruitment firm is seeking a Head of Customer Success & Support Operations. This fully remote role involves leading customer support teams, developing standard operating procedures (SOPs), and ensuring customer satisfaction through improved onboarding and retention strategies. Candidates should have over 5 years of relevant experience in customer success and team leadership, with strong communication skills in English. This position offers significant ownership and a performance-based bonus linked to key metrics.