Head of Customer Experience & Support | Multi-Location

MacDonald Search Group; Vancouver; On-site; CAD 99,000 - 121,000; Full time

Job summary

MacDonald Search Group is partnering with a leading Vancouver-area printing company to recruit a Director of Customer Experience & Support. This role will oversee customer service across Vancouver and Toronto, driving strategy and scalable operations as the business grows.

You will shape the CS organization, manage budgets, train staff, and lead quality control, aiming for high CSAT, low abandonment, and maximum inbound revenue.

Qualifications

• 5–7 years of director-level CS management experience
• Experience in print graphics or ecommerce
• Proven ability to lead 15+ reports

Responsibilities

• Develop and refine a multi-channel customer service strategy.
• Lead CS teams across Vancouver and Toronto.
• Minimize abandoned calls and maximize inbound revenue capture.
• Manage operating budget and HR for the CS team.
• Perform quality audits across phone, live chat, and email.
• Train representatives on estimating and upselling.
• Design training manual and onboarding program.
• Track KPIs and report to executives.
• Channel customer feedback to leadership teams.
• Present progress to Executive Leadership Team.

Skills

Customer service leadership

Multi-location management

Budget management

KPI tracking

Training & onboarding

Education

Bachelor’s Degree in Business/Marketing/Communications

Job description

MacDonald Search Group is partnering with a leading Vancouver-area printing company to recruit a Director of Customer Experience & Support. This role will oversee customer service across Vancouver and Toronto, driving strategy and scalable operations as the business grows.

You will shape the CS organization, manage budgets, train staff, and lead quality control, aiming for high CSAT, low abandonment, and maximum inbound revenue.