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 take time off when needed

Unique "Days of Disconnect" initiative for collective time off

Comprehensive benefits package including medical, dental, and vision coverage

Supportive company culture focused on values such as Best Life, One Team, and Growth Mindset

What to Expect (Job Responsibilities)

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

Lead strategic escalations, including executive and churn-risk situations

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 drive continuous improvement

What is Required (Qualifications)

Extensive leadership experience in Customer Support, Client Success, or related fields;
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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We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.

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