Senior Director, Customer Support – Member Apps & SMB Operations

Employer Industry: Fitness Technology Solutions

• Salary up to $165,000 CAD annually
• Opportunity for career advancement and growth within the organization
• Flexible open PTO policy for time off
• Unique "Days of Disconnect" initiative for team-wide breaks
• Comprehensive medical, dental, and vision coverage
• Support for personal wellness with a Calm App subscription for you and dependents

• Build and implement a segmented support structure for SMB accounts, ensuring a scalable support experience
• Oversee global support functions across multiple products and teams, consolidating tools and best practices
• Centralize mobile and member app support to improve consistency and enhance client satisfaction
• Establish a rapid response process for client escalations, ensuring timely case management
• Drive performance through metrics such as CSAT, ASA, and FCR, guiding continuous improvement

• Extensive experience in customer support or client operations, with experience leading global or multi-site teams
• Proven success in managing client segments and technology-enabled support models
• Strong operational background with demonstrated results in CSAT, FCR, and efficiency metrics
• Expertise in support tools, CRM systems, and BPO/vendor management
• Excellent communication, leadership, and cross-functional partnership skills

Bachelor’s degree preferred

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