Director of Customer Support

Jobgether • Canada

Remote

This Job is No Longer Active This position is no longer accepting applications

AI Summary

Lead a global customer support organization across multiple regions, driving operational excellence and transforming support into a proactive customer success experience. Oversee distributed teams, implement AI-enabled solutions, and partner with cross-functional teams to improve service quality and customer satisfaction. Requires 8+ years of support leadership experience, deep hospitality industry knowledge, and proven metrics improvement skills.

Key Highlights

Lead global multi-region customer support organization

Drive AI-assisted support solutions and operational excellence

Improve CSAT, first contact resolution, and retention metrics

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Key Responsibilities

Lead a global, multi-region customer support organization with full ownership of key performance metrics including CSAT, first contact resolution, response times, resolution times, and customer retention

Develop and execute strategies to improve operational efficiency, elevate service quality, and enhance overall customer experience

Drive 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

Technical Skills Required

Customer Support Leadership AI-Enabled Support Solutions Cross-Functional Collaboration

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Benefits & Perks

Fully remote position with flexibility to work from anywhere in Canada

Monthly wellness days

Fully paid parental leave

Home office stipend

Professional development programs

Job Description

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.

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