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 you need it

Unique "Days of Disconnect" initiative, promoting collective time off for team bonding

Comprehensive benefits including medical, dental, vision coverage, and more

Supportive company culture focused on values, diversity, and inclusion

What to Expect (Job Responsibilities)

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

Lead strategic escalations and oversee Rapid Response and Strategic Escalations teams

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

Leverage analytics 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, preferably in 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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