Salesforce Customer Support Director: Scale & Incident Leadership

Clariti Cloud Inc.; Vancouver; Remote; CAD 110,000 - 133,000; Full time

Job summary

A technology company focused on customer experiences is seeking a transformational leader for their Customer Support function. This role involves managing support operations, leading a team, and ensuring customer satisfaction for SaaS products using Salesforce. The ideal candidate has extensive experience in technical customer support leadership and incident management, aiming to foster a high-performing support team.

Benefits

Competitive compensation packages

Recommended time off

Health benefits

Qualifications

• 5+ years in a technical leadership role in a software company.
• 3+ years in Incident Response leadership.
• Experience in managing support teams through change management.

Responsibilities

• Lead and manage a team of customer support analysts.
• Oversee ticket management and resolution processes.
• Monitor KPIs and implement improvement strategies.

Skills

Salesforce Expertise

Technical Leadership

Customer Service Best Practices

Incident Response Management

Data Analysis

Job description

A technology company focused on customer experiences is seeking a transformational leader for their Customer Support function. This role involves managing support operations, leading a team, and ensuring customer satisfaction for SaaS products using Salesforce. The ideal candidate has extensive experience in technical customer support leadership and incident management, aiming to foster a high-performing support team.