Director Customer Support

The Organization Our client is a growth-stage technology organization building modern infrastructure that supports businesses and their customers across North America. Their platform is designed for clarity, trust, and ease, helping partners deliver a smooth and reliable customer experience. They operate with the pace of a modern tech company and the discipline required to support sensitive, high-volume customer interactions. The culture values responsiveness, operational excellence, and meaningful impact. As the organization expands, they are investing in the foundational teams and systems that enable sustainable scale. Customer Support is central to that evolution. The Role The Director, Customer Support will raise the bar for how customers and partners experience support. You will oversee the people, processes, and workflows that drive customer satisfaction and operational clarity, building a function that is consistent, scalable, and grounded in strong judgment. You are both a builder and a leader: capable of designing processes and frameworks while coaching a team and elevating how the organization handles complex customer issues. What You’ll Do Lead the Function • Build the structure, rhythms, and standards that establish Customer Support as a dependable, high-performing function. • Create clarity for the team: defined roles, expectations, workflows, and communication norms. • Model a culture of accountability, sound judgment, and continuous improvement. Strengthen Support & Customer Operations • Ensure customers receive timely, empathetic, accurate support across all channels. • Create predictable workflows for escalations, root-cause analysis, and issue resolution. • Surface recurring trends and collaborate internally on solutions when broader improvements are needed. • Implement tooling and systems that increase efficiency and reduce rework. Advance Customer Resolution Practices • Modernize support communication flows using structured, repeatable processes. • Build data-informed reporting and experimentation frameworks that improve decision-making. • Balance speed, precision, and customer trust in every resolution path. Drive Operational Excellence • Develop and own key dashboards, metrics, and reporting cycles. • Build SOPs and documentation that ensure clear, consistent execution. • Improve handoffs and cross-functional processes to reduce friction. • Partner Across the Organization • Collaborate with leadership on planning, capacity, customer health, and operational decision-making. • Partner with Product, Engineering, and other teams to reduce recurring issues and improve systems. • Serve as a thoughtful, data-backed voice in cross-functional discussions. Who You Are You are an operationally strong, people-centered leader with a builder’s mindset. You thrive in environments where clarity, judgment, and structure matter—and where your ability to design systems has a meaningful impact on both customers and internal teams. You likely bring: • Experience leading Customer Support or Customer Operations in a growing or complex environment. • Strong operational instincts with the ability to design workflows, standards, and structures from first principles. • Comfort working in environments that do not yet have mature processes—you bring the maturity and calm required to build them. • Exceptional written and verbal communication skills, particularly in sensitive, escalated, or high-judgment situations. • A bias for clarity: you create structure where there is ambiguity and help others understand how to operate within it. • Ability to coach, mentor, and elevate people in a way that strengthens both performance and confidence. • A habit of grounding decisions in data and thoughtful reasoning rather than assumptions. • A willingness to dive into complexity, navigate uncertainty, and own outcomes end to end. • You operate with steadiness and pragmatism. You enjoy building, refining, and improving systems—and helping people use them confidently. Location & Work Environment This role is based in Vancouver and includes regular in-office collaboration (typically around three days per week). The hybrid cadence may evolve as the team grows. Compensation The compensation range reflects an accommodation of both developing and experienced profile. Total compensation ranges from $140,000 - $160,000 and will depend on experience, scope alignment, and overall fit.