Senior Director, Customer Support – Member Apps & SMB Operations

Employer Industry: Fitness Technology

Why consider this job opportunity

Salary up to $165,000 CAD annually

Flexible open PTO policy allowing for personalized time off

Quarterly collective days off to promote team well-being

Comprehensive benefits including medical, dental, and vision coverage

Opportunities for professional development and mentorship

Supportive company culture focused on diversity, equity, and inclusion

What to Expect (Job Responsibilities)

Design and implement a segmented support structure for SMB clients to ensure a scalable support experience

Oversee global support operations across multiple products and teams, consolidating tools and best practices

Centralize mobile and member app support to enhance consistency and client satisfaction

Establish a rapid response framework for client escalations, ensuring timely case management

Drive operational performance through metrics and analytics for continuous improvement

What is Required (Qualifications)

Extensive experience in customer support or client operations, preferably with global or multi-site teams

Proven success in managing client segments and technology-enabled support models

Strong operational background with demonstrated results in customer satisfaction and efficiency metrics

Expertise in support tools, CRM systems, and vendor management

Excellent communication, leadership, and cross-functional collaboration skills

How to Stand Out (Preferred Qualifications)

Bachelor’s degree in a relevant field

Experience with managing multi-channel support operations

Familiarity with data analytics and performance measurement tools

Background in the fitness industry or related sectors

Proven ability to cultivate leadership talent within teams

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