This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Customer Support based in Canada.

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.

Accountabilities

Lead a global, multi-region customer support organization with full ownership of key performance metrics, including customer satisfaction (CSAT), first contact resolution, response times, resolution times, and customer retention. Develop and execute strategies that improve operational efficiency, elevate service quality, and enhance the overall customer experience. Drive the 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.

Requirements

Minimum of 8 years of experience in customer support, customer service, or customer operations, including at least 4 years leading managers or senior leaders. Bachelor's degree in Hospitality, Business, Technology, or a related field, or equivalent professional experience. Strong experience managing high-volume customer support organizations through periods of growth and organizational transformation. Proven leadership experience overseeing globally distributed teams across multiple regions, cultures, and time zones. Deep knowledge of the hospitality industry or hospitality technology, with a strong understanding of hotel operations and customer needs. Demonstrated success improving customer support metrics such as CSAT, first contact resolution, response times, and retention. Excellent crisis management, escalation handling, stakeholder management, and cross-functional collaboration skills. Strong analytical mindset with a focus on identifying root causes, improving operational processes, and driving measurable outcomes. Experience implementing AI-enabled customer support solutions is highly desirable. Advanced degree in Business or Hospitality and experience building customer recovery programs are considered assets.

Benefits

Competitive annual salary based on experience and qualifications. Fully remote position with the flexibility to work from anywhere in Canada. Paid time off in accordance with local regulations. Monthly wellness days providing extended weekends throughout the year. Fully paid parental leave. Home office stipend to support a productive remote workspace. Access to professional development programs, training resources, and continuous learning opportunities. Leadership development, manager training, and career growth support. Inclusive, collaborative, and globally distributed work environment.

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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