Senior Director, Customer Support – Member Apps & SMB Operations

Join ABC Fitness and become part of a culture that’s as ambitious as it is authentic. Let’s transform the future of fitness—together!

Our Values
** Best Life
** We believe great work begins with great people. That’s why our culture is built on respect, trust, and belonging. We create an inclusive environment where every team member can bring their authentic self to work—because diverse perspectives drive innovation and meaningful impact.
** Growth Mindset
** We are doers, thinkers, and dreamers. At ABC Fitness, your growth is our investment. Through continuous learning, mentorship, and professional development opportunities, we empower you to reach new heights—personally and professionally.
** One Team
** From day one, you’ll be part of a team that collaborates, celebrates, and cares. We move fast, support one another, and have fun along the way. Because when you thrive, we all thrive.
** Role Overview
** The Senior Director will lead the design and optimization of a global support structure tailored for SMB clients and Member Apps, ensuring a seamless, consistent, and scalable client experience across multiple product lines and geographies. This role oversees global support operations, consolidates tools and processes, and partners closely with peers leading Enterprise Support to ensure a unified client experience. The position will drive efficiency, service quality, and engagement through data-driven insights, rapid response frameworks, and operational excellence.
** Key Responsibilities**
* ** SMB Support Segmentation:
** Build and implement a segmented support structure for SMB accounts, providing a scalable support experience with measurable service levels.
* ** Global Support Operations:
** Oversee global support functions across multiple products, teams, and BPO partners. Lead consolidation of tools, systems, and best practices for a unified, “best-of-breed” approach.
* ** Member Apps Consolidation:
** Centralize mobile and member app support across different product lines, improving consistency, reducing redundancy, and enhancing client satisfaction.
* ** Rapid Response Framework:
** Establish a rapid response process for client escalations, ensuring timely case management and clear ownership across tiers.
* ** Operational Excellence:
** Drive performance through metrics including CSAT, ASA, FCR, and Quality; implement analytics to guide continuous improvement and resource alignment.
* ** Collaboration & Alignment:
** Partner closely with the Senior Director of Enterprise Support to ensure consistent client experience, shared standards, and mutual escalation protocols.
* ** Leadership & Development:
** Cultivate leadership talent, empowering managers to execute on structural and cultural improvements.
** Qualifications
* ** Extensive experience in customer support or client operations, with experience leading global or multi-site teams.
* Proven success 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.
* Please note that the salary information shown below is a general guideline only and based on employees in the Canada and may be different in other countries. Salaries are based upon candidate experience, qualifications, and location, as well as market and business considerations. Our pay range for Canada based candidates for this position is $145,000 -- $165,000 CAD annually. Your recruiter can share more about the specific salary range for the job location during the hiring process.

Also, certain positions are eligible for additional forms of compensation such as bonuses and commissions.
* ** WHAT’S IN IT FOR YOU**:
* Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
* Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
* · Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
* Parental &…