Director Customer Support

The Organization

Our client is a growth-stage technology organization building modern infrastructure that supports businesses and their customers across North America. Their platform is designed for clarity, trust, and ease, helping partners deliver a smooth and reliable customer experience.

They operate with the pace of a modern tech company and the discipline required to support sensitive, high-volume customer interactions. The culture values responsiveness, operational excellence, and meaningful impact.

As the organization expands, they are investing in the foundational teams and systems that enable sustainable scale. Customer Support is central to that evolution.

The Role

The Director, Customer Support will raise the bar for how customers and partners experience support. You will oversee the people, processes, and workflows that drive customer satisfaction and operational clarity, building a function that is consistent, scalable, and grounded in strong judgment. You are both a builder and a leader : capable of designing processes and frameworks while coaching a team and elevating how the organization handles complex customer issues.

What You’ll Do

Lead the Function

• Build the structure, rhythms, and standards that establish Customer Support as a dependable, high-performing function.
• Create clarity for the team : defined roles, expectations, workflows, and communication norms.
• Model a culture of accountability, sound judgment, and continuous improvement.

Strengthen Support & Customer Operations

Advance Customer Resolution Practices

Drive Operational Excellence

Partner Across the Organization

Who You Are

You are an operationally strong, people-centered leader with a builder’s mindset. You thrive in environments where clarity, judgment, and structure matter—and where your ability to design systems has a meaningful impact on both customers and internal teams.

You likely bring :

Location & Work Environment

This role is based in Vancouver and includes regular in-office collaboration (typically around three days per week). The hybrid cadence may evolve as the team grows.

Compensation

The compensation range reflects an accommodation of both developing and experienced profile. Total compensation ranges from $140,000 - $160,000 and will depend on experience, scope alignment, and overall fit.