Director, Client Support (North America)

Base Salary Range: $130000 - $180000

Job Title: Director, Client Support (North America)
Job ID: 77243
Location: Vancouver, British Columbia


Overview:
The Director of Support Services is a highly visible role where you will oversee all aspects of our 24/7/365 Support Services team. Your primary responsibility will be to drive excellence across our entire Support Services organization. This position requires a blend of exceptional leadership skills and technical expertise, all while providing a white-glove customer experience for our clients. The Director of Support Services operates with cross-functional coordination alongside customer-facing teams: Escalations, Application Support, DevOps, Engineering, Product Management, and IT Operations.
You will report to the VP of Support Services and will assist in shaping a unified team strategy, defining and streamlining processes, and fostering a strong team culture. With a combination of technical proficiency and inspirational leadership, you will have the opportunity to transform our Support Services operations and tackle the challenge of building a world-class team.


What you will be doing:

• Own, optimize, and standardize the Support Services function across all products, ensuring measurable and reportable workflow efficiency and responsiveness.
• Lead, train, and develop a high-performing team, ensuring they have the necessary tools and training to succeed.
• Minimum 1-2 years of experience in a Helpdesk, Service Desk or similar type of customer service/facing role.
• Excellent written and verbal communication skills; you enjoy crafting clear and concise messages to customers.
• Outstanding organizational and interpersonal skills and exceptional attention to detail.
• Solution driven – ability to listen to concerns, assess situations and respond appropriately.
• Technical knowledge and experience in different operating systems, infrastructure, and working knowledge of IT troubleshooting tools and techniques.
• Good working knowledge and understanding of Active Directory, SCIM/Identity Management, MFA, and SSO.
• Ability to exercise good judgement and discretion with confidential information.
• You are adaptive and have a strong willingness to learn while working in a fast-paced environment.
• You are empathetic and like communicating complex technical problems and solutions to end users at all levels of proficiency and are easily understood by diverse audiences.
• You are curious about technology and have a solid understanding of the impact to business when something in software goes wrong.
• You have patience, the desire, and the ability to go above and beyond for the cause.
• You are resourceful, flexible, and able to work independently with minimal supervision.
• Good working knowledge in Salesforce, JIRA, and Confluence is a PLUS!
• One or more years of experience supporting Instant Messaging platforms on different operating systems (Windows, MacOS, iOS, and Android) and SaaS implementations is a plus!
• One or more years of experience in integrated SMS and VoIP systems is also a plus!

• You have 10+ years of experience in a technical support leadership role within the SaaS sector.
• You possess excellent communication and presentation skills, with the ability to influence senior executives (e.g., C-suite) both internally and externally.
• You have a customer-focused approach and demonstrate a strong work ethic.
• You have strong customer service skills to resolve disputes, treating customers with exceptional care.
• You excel in problem-solving, especially under critical and high-stress situations.
• You have effective analytical skills to balance pragmatic problem-solving with risk management.
• You have a proven ability to multitask, prioritize, and drive resolutions in a timely manner, while systematically guiding technical teams to adhere to defined processes.
• You have a proven track record of leading teams of managers and team leads.
• You are capable of managing large teams and providing effective mentoring and coaching.
• You possess strong organizational, analytical, and critical thinking skills.
• You have demonstrated experience in identifying and optimizing processes and reporting results to Senior Leadership.
• You have excellent interpersonal skills.
• Ability to exercise good judgment and discretion with confidential information.

• Experience with industry-standard tools and technologies such as Jira, Confluence, Salesforce, or other applicable tools.
• Experience with Data analysis, Reporting, and Presentation tools such as Excel, PowerPoint, Miro, Product Board, JIRA Actionable Agile, etc.
• Strong working knowledge of Email and Instant Messaging systems and networking technologies.
• Experience with the ITIL Service Management framework.
• Experience with audit controls such as COSO, COBIT, SOC 2, and DORA 2022.
• Experience and knowledge of ISO 27001.