Sr. Director, Customer Support

CARET

  • Toronto, ON
  • Permanent
  • Full-time
  • 7 days ago
Job DetailsJob Location: Toronto, ON - Toronto, OntarioSalary Range: $180000.00 - $215000.00 Salary/yearDescriptionSr. 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:
  • Flexible PTO
  • Summer Fridays
  • Paid Parental Leave
  • Medical, Dental, Paid Sick Days, Vision, and Supplemental Coverage
  • Flexible Spending Account
  • Health Savings Account
  • 401(k) 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.#LI-Remote#LI-ST1Qualifications

CARET