Senior Director, Customer Support – Member Apps & SMB Operations

Employer Industry: Fitness Technology

Why consider this job opportunity

Salary up to $165,000 CAD annually

Opportunity for career advancement and growth within the organization

Flexible open PTO policy allowing you to take time off when needed

Unique collective "Days of Disconnect" to promote team well-being

Comprehensive benefits including medical, dental, vision coverage, and more

Supportive culture focused on diversity, equity, and inclusion

What to Expect (Job Responsibilities)

Build and implement a segmented support structure for SMB accounts, ensuring a scalable support experience

Oversee global support functions across multiple products and teams, leading consolidation of tools and best practices

Centralize mobile and member app support to enhance client satisfaction and reduce redundancy

Establish a rapid response process for client escalations, ensuring timely case management

Drive performance through key metrics including CSAT, FCR, and efficiency, guiding continuous improvement

What is Required (Qualifications)

Extensive experience in customer support or client operations, particularly in leading global or multi-site teams

Proven success in managing client segments and technology-enabled support models

Strong operational background with demonstrated results in customer satisfaction and efficiency metrics

Expertise in support tools, CRM systems, and vendor management

Excellent communication, leadership, and cross-functional partnership skills

How to Stand Out (Preferred Qualifications)

Bachelor’s degree preferred

Experience with technology-driven customer support solutions

Additional Information
We prioritize candidate privacy and champion equal‑opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately. We are not the EOR (Employer of Record) for this position.

Our role in this specific opportunity is to connect outstanding candidates with a top‑tier employer.

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