Director, Customer Operations​/Directeur; trice), Opérations Clients

Position: Director, Customer Operations / Directeur(trice), Opérations Clients
Based in Canada and headquartered in Toronto, Paramount Commerce is a fintech company focused on making payments simpler and more secure. We've been helping reshape online payments since the early 2000s, enabling people to pay directly from their bank accounts, without relying on credit cards or e-wallets.
As a proud member of Payments Canada, we're deeply connected to the evolving financial landscape, helping ensure our solutions remain compliant, reliable, and future ready. Security, risk management, and data integrity are at the core of everything we build, and we power payment solutions that are seamless, thoughtfully designed, and built to scale.
As we continue to grow our business across Canada and prepare for expansion into new markets, we're looking for curious, thoughtful, data driven individuals who enjoy directly solving complex problems themselves and pushing ideas from concept to execution, in a rapid iterative environment with highly capable peers. If you're excited about building the future of payments - and want to be part of a team that's shaping what's next - we'd love to hear from you.
The Opportunity    Customer Operations at Paramount has evolved from a traditional 9-5 support model into a fully in-house, 24/7 contact center powered by a modern AI enabled stack (Genesys, automation tools, and a robust knowledge base). Our customers include both consumers and merchants, and we support both through email and chat.
We are looking for a Director, Customer Operations to take this team to the next level.
This role is not about managing queues. It's about turning "support" into a strategic advantage. You'll transform customer interactions into product intelligence, shift the organization from "solving tickets" to "removing friction," and act as the commercial owner of our CX technology ecosystem. You'll be the voice of the customer in Product and Engineering, and the architect of an operation that scales with quality, insight, and impact.
What You'll Do    Own and Optimize a 24/7 Operation      Lead a global, always-on support team with strong workforce planning, capacity management, and consistent service across time zones
Design a differentiated "white glove" experience for our highest value customers, ensuring our most important merchants are insulated from friction
Act as the final quality gate for the customer experience, building cross-functional QA loops so nothing falls through the cracks across Support, Risk, and Escalations
Turn Support into Product Intelligence      Quantify friction. Move beyond ticket counts and translate pain points into business impact (e.g., "This issue costs $10K/month in support time")
Lead "Friction Reviews" with Product and Engineering to influence roadmap priorities based on real customer pain points
Evolve Voice of the Customer into a strategic input that drives product decisions, retention, and time-to-value
Own the CX Tech Stack      Be the commercial and functional owner of Genesys and our broader CX ecosystem, maximizing what we already have before buying more
Lead vendor strategy, QBRs, contract negotiations, and budget ownership
Advance our AI and automation strategy from "deflection" to "resolution," measuring success by quality and outcomes, not just volume
Build a High-Performance Culture      Shift the team from activity based metrics to outcome driven performance (FCR, CSAT, Time-to-Value)
Lead and mentor Managers and Team Leads, fostering autonomy within clear standards and knowledge practices
Maintain a high engagement culture while raising the bar on accountability, clarity, and impact
Continue to build the team as needed
Who You Are    You're equal parts operator, strategist, and people leader. You love turning messy systems into scalable engines, and you care just as deeply about the humans doing the work as the data that guides it.
A Proven Customer Ops Leader:
You bring 10+ years in Customer Operations or Support leadership, ideally in B2B or Enterprise environments. You've led teams through growth, transformation, or both, and know what it takes to run a high-performing 24/7 operation
Industry-Savvy:
Experience in gaming is important, and experience in payments or fintech would be a strong advantage. You understand what it means to operate in high stakes, regulated, always-on environments where reliability truly matters
Lead with Empathy:
You understand that customer support is emotionally demanding work. You lead with empathy, protect your team from unnecessary pressure, and create an environment where people feel supported, trusted, and able to do their best work. You know how to hold high standards and care deeply about the humans behind the metrics
Technically Fluent:
You're deeply familiar with modern contact center platforms, including Genesys Cloud experience. You understand how workflows, routing, automation, and knowledge systems actually work, not just how to read a dashboard
Commercially Sharp:
You've owned a budget, negotiated with SaaS vendors,…