Senior Director, Customer Support – Member Apps & SMB Operations

Employer Industry: Fitness Technology Solutions

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 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

Job Responsibilities

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

Qualifications

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

Preferred Qualifications
Bachelor’s degree preferred

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