Senior Director, Customer Support – Member Apps & SMB Operations

Employer Industry: Fitness Technology

• 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

• 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

• 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

• Bachelor’s degree preferred
• Experience with technology-driven customer support solutions

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