Director of Customer Support
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Customer Support based in Canada.
Lead a global customer support organization dedicated to delivering exceptional service and building long-term customer relationships in a fast-growing technology environment. In this strategic leadership role, you will oversee distributed support teams across multiple regions, driving operational excellence while transforming support from a reactive function into a proactive customer success experience. You'll combine people leadership, process optimization, and AI-enabled innovation to improve service quality, team performance, and customer satisfaction. Working closely with cross-functional partners, you'll influence business outcomes through scalable support strategies and continuous improvement initiatives. This is an outstanding opportunity for an experienced support leader who thrives in dynamic, remote-first environments and is passionate about delivering world-class customer experiences.
Accountabilities
- Lead a global, multi-region customer support organization with full ownership of key performance metrics, including customer satisfaction (CSAT), first contact resolution, response times, resolution times, and customer retention.
- Develop and execute strategies that improve operational efficiency, elevate service quality, and enhance the overall customer experience.
- Drive the adoption of AI-assisted support solutions while ensuring interactions remain accurate, personalized, and customer-focused.
- Lead, coach, and develop managers and team leaders across multiple time zones, fostering a culture of accountability, collaboration, and continuous improvement.
- Partner with Product, Customer Success, Onboarding, and other cross-functional teams to resolve complex customer issues and improve support processes.
- Manage escalations effectively, balancing customer needs with business priorities while identifying and addressing root causes of recurring issues.
- Build scalable support operations through process optimization, performance management, workforce planning, and data-driven decision-making.
- Promote employee engagement, wellbeing, and professional development across a globally distributed team.
- Minimum of 8 years of experience in customer support, customer service, or customer operations, including at least 4 years leading managers or senior leaders.
- Bachelor's degree in Hospitality, Business, Technology, or a related field, or equivalent professional experience.
- Strong experience managing high-volume customer support organizations through periods of growth and organizational transformation.
- Proven leadership experience overseeing globally distributed teams across multiple regions, cultures, and time zones.
- Deep knowledge of the hospitality industry or hospitality technology, with a strong understanding of hotel operations and customer needs.
- Demonstrated success improving customer support metrics such as CSAT, first contact resolution, response times, and retention.
- Excellent crisis management, escalation handling, stakeholder management, and cross-functional collaboration skills.
- Strong analytical mindset with a focus on identifying root causes, improving operational processes, and driving measurable outcomes.
- Experience implementing AI-enabled customer support solutions is highly desirable.
- Advanced degree in Business or Hospitality and experience building customer recovery programs are considered assets.
- Competitive annual salary based on experience and qualifications.
- Fully remote position with the flexibility to work from anywhere in Canada.
- Paid time off in accordance with local regulations.
- Monthly wellness days providing extended weekends throughout the year.
- Fully paid parental leave.
- Home office stipend to support a productive remote workspace.
- Access to professional development programs, training resources, and continuous learning opportunities.
- Leadership development, manager training, and career growth support.
- Inclusive, collaborative, and globally distributed work environment.