Director, Customer Support Services

Job Purpose:

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.)

Duties and 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.

Qualifications:

• 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

Company Benefits

• Private pension
• Bonus
• Full medical cover
• Dental care
• flexi working
• Free fruit
• Snacks coffee etc.
• 25 days holiday
• Life insurance

Interview Process

• Initial
• Technical 1
• Technical 2
• Meet and greet
• Cultural