Who we are:
For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.
Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It's a place where you can genuinely make an impact – and be recognized for it.
We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.
Your role:
The Director, Customer Support Services provides SaaS leadership to customer facing Technical Support teams, Provisioning and Migrations teams, acting as an advocate for the customer and working closely with Customer Success, DevOps, Product Development, Operations, Sales, Training, and others within Global Relay to ensure the seamless delivery of SaaS services in line with strategic and operational priorities.
The Technical Support team provides Service, Incident, and Change Management support to our global customer base. The team supports Small/Medium Business (SMB) customers to ensure their ongoing success with Global Relay products. The Support team works closely with DevOps teams to resolve software service interruptions or defects.
The Provisioning and Migrations teams support the implementation and configuration of new services and the upgrade process for existing customers. The team manages the transition from end-of-life services and technical implementation of Global Relay products. Working closely with the Data Services team to provide audit, eDiscovery, and data migration support to our global customer base.
Success in this role will be measured by the Director's ability to:
- Develop and manage 2 strong teams of customer-facing SaaS Support Specialists and Leads
- Ensure scalable processes are in place to continuously deliver high levels of customer service
- Ensure application services are aligned to corporate goals and strategic direction
- Liaise effectively with other teams across Global Relay on ongoing software operations
- Implement new processes and technology to support a large SaaS customer base (AI, Knowledge Management, Support Self Service, etc.)
Your responsibilities:
- Acts as a customer advocate internally to ensure Global Relay's high service standards are consistently maintained.
Team Management:
- Responsible for organizational development of department, strategic planning, and key decision-making.
- Provide department direction and align goals with corporate strategy and team needs, recommending change and improvement where possible.
- Participate in Senior Management meetings as team advocate and liaison; keep track of existing department issues/project progress at all levels.
People Management:
- Oversee HR functions of the respective team in terms of: recruitment, performance management, professional development, and team growth.
- Manage Support/Provisioning Leaders and Technical Leads, while providing mentorship and support for all team members within the department.
Customer / Stakeholder Management:
- Be the Face of Technical Support and Provisioning – lead and participate on customer calls, build customer relationships, and help manage stakeholders.
- Analyses and identifies opportunities for improving processes or services to generate efficiencies or cost savings.
- Participates in Change Management processes to ensure customers' interests are represented.
- Stays in-tune with industry trends and business best practices to help match service delivery with customer requirements and expectations.
- Foster and facilitate inter-company communication to ensure up, down, and across information sharing and knowledge building.
Security:
- Responsible for team understanding and implementation of security protocols.
- Sponsor for security improvement initiatives.
Project Management:
- Ad hoc planning / project management for corporate initiatives.
About you:
- 7–10 years of experience in customer support operations, with at least 5 years in a leadership role overseeing SaaS Support and/or implementation teams in a B2B environment
- Experience designing and executing customer support strategies, with strengths in process optimization and technology-led transformation
- Experience in managing a growing team, both in terms of headcount and revenue level
- End-to-end experience building and scaling SaaS B2B support, including tooling selection (e.g. ServiceCloud, Zendesk or similar), for an omni-channel support environment
- Deep familiarity with support platforms like Salesforce, Zendesk, Jira and similar systems
- Understanding of the design and implementation of Support Self Service and Knowledge management
- Experience supporting technical or SaaS products, with a firm grasp of troubleshooting workflows
- Excellent communication skills and a collaborative approach to working cross-functionally across teams
- Must be able to show proven record of responsibility and judgment including exercise of discretion and confidentiality
- Strong organizational and project management skills
- Strong analytical and problem-solving skills
- Excellent organizational skills with the ability to prioritize and multi-task
- High degree of confidence and energy level coupled with leadership initiative
- Proven ability to multi-task, work under pressure and adapt to fluctuating environment due to the unique nature of each request
- Completion of post-secondary education; MBA is an asset
- Please note, this role is office based five days a week
Preferred technology skills / experience:
- 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, ProductBoard, and JIRA ActionableAgile 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.
What you can expect:
At Global Relay, there's no ceiling to what you can achieve. It's the land of opportunity for the energetic, the intelligent, the driven. You'll receive the mentoring, coaching, and support you need to reach your career goals. You'll be part of a culture that breeds creativity and rewards perseverance and hard work. And you'll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.
Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.
We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.
We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it's flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.
To learn more about our business, culture, and community involvement, visit www.globalrelay.com.
