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

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 for personalized time off
• Unique quarterly "Days of Disconnect" promoting team well‑being
• Comprehensive benefits including medical, dental, and vision coverage
• Commitment to diversity, equity, and inclusion in the workplace

• 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 to improve processes and communication
• Serve as a senior liaison between Support, Client Success, Product, Engineering, and Onboarding for client‑first outcomes
• Leverage AI and operational data to identify pain points and guide continuous improvement

• Extensive leadership experience in Customer Support, Client Success, or related fields, preferably in 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

• Bachelor’s degree in a relevant field

#Fitness Technology #Customer Support #Career Growth #Inclusive Workplace #Remote Opportunity