Sr. Director, Customer Support

CARET; Toronto; Remote; CAD 170,000 - 175,000; Full time

Job summary

A leading company seeks a Sr. Director of Customer Support to drive a high-quality support organization in a fast-paced tech environment. The role involves strategic leadership, operational excellence, and cross-functional collaboration to enhance customer experience. Ideal candidates should have extensive experience in support leadership, emerging technology, and customer satisfaction metrics.

Benefits

Paid Parental Leave

Flexible PTO

Certification reimbursement

Summer Fridays

Extended Medical, Dental, Vision coverage

Life Insurance

Disability Leave Coverage

RRSP & Employer match

Qualifications

• 8+ years in customer support leadership, with 3-5+ years in senior leadership.
• Experience in scaling global support operations in tech.

Responsibilities

• Lead the global customer support function ensuring timely resolution of issues.
• Own key support metrics and improve support systems and tools.

Skills

Customer Satisfaction

Leadership

Operational Excellence

Cross-Functional Collaboration

Problem-Solving

Tools

Zendesk

Salesforce

Job description

Job Details

Job Location: Toronto, ON - Toronto, Ontario

Salary Range: $170000.00 - $175000.00 Salary/year

Description

Sr. Director, Customer Support, leads the global support function to ensure timely, empathetic, and effective resolution of customer issues. This role is responsible for the strategy, structure, and daily operations of our support organization across all channels (email, chat, phone, and in-app). You will own the customer support experience end-to-end, driving measurable improvements in resolution time, CSAT, and operational efficiency. You’ll work cross-functionally with Product, Engineering, and Customer Success to ensure our customers receive consistent, high-quality support—at scale.

Key responsibilities of the Sr. Director of Customer Support:
Strategic Leadership:
• Set the vision and strategy for a world class B2B SaaS support organization.
• Design and evolve support delivery models (i.e., self service, skill based, etc.).
• Develop a multi-year roadmap for scaling support aligned to company growth, product complexity, and customer segmentation.

Operational Excellence:
• Own key support metrics including CSAT, Average Time to Resolve, First Contact Resolution, and Case Deflection.
• Implement and continuously improve support systems, tools, and workflows (i.e., Zendesk, Salesforce, Chat Bots, etc.).
• Leverage data to forecast staffing needs, monitor trends, and drive continuous improvement.
• Lead vendor and tool selection to ensure the support stack meets business needs.
• Team Development & Culture
• Lead and develop a high performing global support team across multiple time zones and regions.
• Establish training and career pathing programs to develop frontline support agents into future leaders.
• Foster a culture of empathy, accountability, and customer-first thinking.
• Cross-Functional Influence
• Partner closely with Product and Engineering to establish feedback loops and drive product quality.
• Collaborate with Customer Success and Implementation to ensure a cohesive customer journey.
• Participate in incident management, escalations, and post-mortem reviews.
• Represent the voice of the customer in internal forums and planning processes.

What Success Looks Like:
• Customer Support KPIs consistently met or exceeded.
• High customer satisfaction and retention driven by responsive support.
• Scalable support systems, workflows, and documentation in place.
• Engaged and well-coached support team with low attrition.
• Effective collaboration with Product and Engineering to reduce support burden.

The Experience You Bring:
• 8+ years in customer support or service leadership, with 3-5+ years in a senior leadership position.
• Proven track record of scaling global support operations in a fast-growth tech company.
• Strong understanding of support metrics, KPIs, and industry benchmarks.
• Experience leading distributed, multicultural teams across regions.
• Comfortable using and implementing modern support technologies and AI tools.
• Exceptional communicator, cross-functional collaborator, and executive-level influencer.
• Passionate about customer experience and team culture.
• Strong problem-solving skills and a results-driven mindset.
• Ability to work independently and collaboratively in a fast-paced environment.

Nice to Have:
• Exposure to private equity or M&A environments and the operational rigor that comes with it.
• Background in post-sale customer experience (Success, Professional Services) is a plus.
• Experience implementing a VoIP system.
• Experience managing a BPO relationship.

Benefits:

Paid Parental Leave
Flexible PTO
Certification(s) reimbursement
Summer Fridays
Extended Medical, Dental, Paid Sick Days, Vision, Life Insurance, and Disability Leave Coverage
RRSP & Employer match

Equal Employment Opportunity: CARET is an Equal Opportunity, Affirmative Action Employer. The compensation information below is provided in compliance with job posting disclosure requirements.
Pay range: $170,000 - $175,000. Actual base pay will depend on varying circumstances, including the position, location, individual qualifications, market finances, and other operations business needs.
Depending on the position, compensation may also include commission, bonuses, etc. Potential for bonuses is based on company performance and potential for merit increases is based on performance.

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Qualifications