Senior Director, Customer Support – Enterprise Accounts, Client & Escalations

Position: Senior Director, Customer Support – Enterprise Accounts, Client Experience & Escalations
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 choose how and when to take time off

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

Comprehensive benefits package including medical, dental, and vision coverage

Supportive culture with a focus on diversity, equity, and inclusion

What to Expect (Job Responsibilities)

Build a segmented support model for Enterprise Accounts with defined service levels and proactive engagement

Lead strategic escalations and oversee Rapid Response and Strategic Escalations teams

Expand and modernize global Tier 3 and configuration teams

Serve as a senior liaison between Support, Client Success, Product, Engineering, and Onboarding

Leverage AI and operational data to identify pain points and drive continuous improvement

What is Required (Qualifications)

Extensive leadership experience in Customer Support, Client Success, or related fields, especially within SaaS or enterprise

Proven record of building and scaling support organizations and managing complex client escalations

Strong collaboration skills with Product, Engineering, and Commercial teams

Expertise in analytics, CRM/ticketing systems, and technology-driven support innovation

Exceptional communication, executive presence, and leadership skills

How to Stand Out (Preferred Qualifications)

Bachelor’s degree preferred

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

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