Director of Customer Support

Role overview

This opportunity is posted on behalf of a partner employer that handles all applications and subsequent hiring steps. The hiring company is seeking a Director of Customer Support located in Canada.

In this senior leadership position, you will guide a worldwide customer support function focused on exceptional service and long-term customer loyalty within a rapidly growing technology setting. You will manage distributed support teams across several regions, improving operating performance while evolving support from a reactive team into a proactive customer success experience. The role combines people leadership, process improvement, and AI-driven innovation to raise service quality, team effectiveness, and customer satisfaction. Working with cross-functional partners, you will help shape business outcomes through scalable support models and ongoing improvement efforts. This is a strong fit for an experienced support leader who enjoys fast-paced, remote-first environments and is committed to outstanding customer experiences.

Key accountabilities

• Take full ownership of a global, multi-region customer support organization and its core performance indicators, including CSAT, first contact resolution, response speed, resolution speed, and customer retention.
• Design and implement initiatives that improve efficiency, strengthen service standards, and enhance the end-to-end customer journey.
• Encourage the use of AI-supported service tools while keeping every interaction accurate, tailored, and customer-centric.
• Coach, lead, and develop managers and team leads across multiple time zones, building a culture of responsibility, teamwork, and continuous growth.
• Work closely with Product, Customer Success, Onboarding, and other teams to resolve complex issues and refine support workflows.
• Handle escalations with care, balancing customer needs with business priorities and uncovering root causes behind repeated issues.
• Create scalable support operations through process design, performance management, workforce planning, and evidence-based decisions.
• Strengthen employee engagement, wellbeing, and career development across a globally distributed organization.

Requirements

• At least 8 years of experience in customer support, customer service, or customer operations, with a minimum of 4 years in a role leading managers or senior leaders.
• A bachelor's degree in Hospitality, Business, Technology, or a related discipline, or equivalent professional experience.
• Proven success managing large-volume support teams through growth phases and organizational change.
• Demonstrated experience leading globally distributed teams across regions, cultures, and time zones.
• Strong domain knowledge of hospitality or hospitality technology, including hotel operations and customer expectations.
• Clear evidence of improving support metrics such as CSAT, first contact resolution, response times, and retention.
• Excellent ability in crisis handling, escalation resolution, stakeholder coordination, and cross-functional collaboration.
• Highly analytical approach with a focus on root-cause analysis, operational improvement, and measurable results.
• Experience introducing AI-enabled customer support tools is strongly preferred.
• An advanced degree in Business or Hospitality, along with experience creating customer recovery programs, is an advantage.

Benefits

• Competitive annual compensation aligned with experience and qualifications.
• Fully remote work with the freedom to work from anywhere in Canada.
• Paid time off in line with local regulations.
• Monthly wellness days that create extended weekends throughout the year.
• Fully paid parental leave.
• Home office allowance to help set up an effective remote workspace.
• Access to professional development, training materials, and ongoing learning opportunities.
• Leadership development, manager training, and support for career progression.
• An inclusive, collaborative, globally distributed work culture.

Hiring process and data notice

The partner company manages application review and next steps. Applications are evaluated using an AI-supported matching process to compare candidates against the role’s core requirements, with a shortlist then shared with the hiring employer. Final hiring decisions and later stages such as interviews or assessments are handled by the employer’s internal team.

By submitting an application, candidates acknowledge that the recruiting platform will process personal data to assess candidacy and share relevant information with the employer under applicable data protection laws, including GDPR. Applicants may exercise rights such as access, correction, deletion, and objection. AI tools may also assist with parts of recruitment, such as resume review and response analysis, but human judgment remains central and final hiring decisions are made by people.