VP, Customer Support (12-month contract)

VP, Customer Support (12-month contract)

Location : Vancouver, BC

Thinkific is a software platform that gives anyone the ability to easily create and sell online courses, build vibrant communities, and monetize memberships.

We believe in impactful and innovative work : our team of 260+ Thinkers is building and expanding an incredible product that empowers Creator Educators and businesses around the globe while working collaboratively to learn, grow, and succeed together.

Join us to see how we’re building one of the best workplaces in Canadian tech!

We believe every candidate should have a fair, inclusive, and overall great experience when exploring a new role with Thinkific.

That starts with outlining our hiring process so you know what to expect every step of the way click here to learn more :

Are you an experienced leader who is driven by delivering exceptional value and unparalleled customer experience? We’re looking for a VP, Customer Support (12-month contract) to join us at Thinkific.

As the VP, Customer Support at Thinkific, you’ll be responsible for leading the Customer Support Team in realizing our vision : Fuelled by empathy and a genuine commitment to the customer experience, every support interaction accelerates each creator's unique path to success.

We are seeking a dynamic leader who thrives on driving innovative change and possesses a keen ability to be a change-maker within our organization.

As a key member of our team, you will be instrumental in implementing transformative initiatives that add value throughout the customer journey, ultimately fostering customer success.

Your role will focus on maintaining and optimizing overall Support health, ensuring fast, high-quality responses with stellar customer satisfaction.

You will spearhead initiatives that go beyond reactive support to proactive and predictive measures, aiming to boost customer acquisition, success, product adoption, retention, and advocacy.

Leveraging AI and technology, you will improve our self-serve support offerings, adding value across both automated and human channels, with a particular emphasis on using AI for most standard responses and human-touch support for complex activities with the highest impact.

You will oversee the Support department, including Core Support, Technical Support, and Support Operations and Enablement.

Reporting to the Chief Revenue Officer, you will collaborate closely with our go-to-market functions to drive growth. Additionally, you will partner with R&D to ensure an exceptional customer experience by facilitating swift product feedback loops, actioning customer input, and providing transparent communication back to customers.

Serving as a role model throughout the organization, you will embody a customer-first mindset and exemplify our core value of "Being Fanatical about Customer Success."

Your goal will be to collaborate cross-functionally to create and execute a strategy to drive growth in 2025 and elevate Support for the long term.

Here’s how you’ll accomplish this :

• Set strategic direction for the customer support team for 2025 that aligns with Thinkific’s annual strategic priorities, including initiatives to drive customer acquisition, customer success, product adoption, retention and overall customer satisfaction
• Provide strong leadership, direction and mentorship to the support team, fostering a culture of ownership, excellence, collaboration and care for every single customer
• Own the end to end experience of how to get support throughout the customer journey, leveraging the touchpoints where support can provide the most value
• Use technology, automation and AI to enhance the customer experience, drive customer success as well as improve efficiency and scalability
• Monitor and iterate on key performance metrics and service level agreements (SLAs) to track the effectiveness and efficiency of the support team, implementing measures to drive continuous improvement
• Serve as the voice of the customer within the organization, championing customer needs and priorities across all departments and driving initiatives to enhance the overall customer experience
• Collaborate closely with cross-functional teams, including product development, sales, and marketing, to address customer feedback, prioritize product enhancements, and drive customer success initiatives
• Generate regular reports on team performance, presenting actionable insights to senior management to inform strategic decision-making processes

The person we have in mind likely :

• Has 6+ years of experience in customer-facing roles of which at least 3 years are in a senior leadership position within a SaaS technology company
• You have a proven track record of building, leading, and scaling Customer Support teams in fast-paced environment
• Proven experience in vendor management, with a focus on running and scaling offshore teams, particularly within Business Process Outsourcing (BPO) environments
• Believe Customer Success is the ultimate revenue engine; when our customers succeed we succeed
• Passion and experience in using AI and technology to improve customer satisfaction and success
• Strong leadership and management skills, with the ability to inspire and motivate teams to achieve exceptional results
• Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making and performance management
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers, team members, and stakeholders at all levels
• Has an operational mindset and know how to build, scale, and continuously iterate on systems and processes that enable team members to do their best work
• Demonstrated ability to thrive in a fast-paced, dynamic environment and drive positive change through innovation and collaboration

These things would also be nice, but we think you could learn them on the job :

• Experience with analytics you’re able to build dashboards in analytic tools like Looker, Mode and Zendesk Explore
• Organized and possess a strong attention to detail, rarely missing a task or follow-up
• Performs well under pressure and be able to handle emergency situations on the fly
• Able to lead and facilitate interviews to assess and hire the right talent
• Familiarity with Zendesk and Zendesk Explore

The recruitment compensation range for this position is $198,000 - $245,000 CAD

Diversity, Equity, Inclusion and Belonging & Accessibility

This is just our initial idea of who we’re looking for! At Thinkific, we know that people have unique career journeys. If your experience is close to what we’ve described but you feel that you might be missing a few of the requirements, please still apply! We believe in equal opportunity and are committed to diversity, equity, inclusion, and belonging across every facet of our business.

We’re also committed to providing a comfortable and accessible interview experience for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know.

What you can expect if you join Thinkific :

An amazing team of talented, passionate, and kind Thinkers. Together, we’ve built an amazing, award-winning culture we’re a Certified Great Place to Work and one of Canada's Top Small & Medium Employers!

The chance to build, improve, and innovate on a platform that’s driving positive impact for thousands of businesses and millions of students around the world.

A competitive compensation package including base salary, equity, team-wide bonuses, and an Employee Share Purchase Plan.

Flexible Paid Time Off to maintain mental and physical health. Our team is encouraged to take a minimum 4 weeks of vacation, plus Thinker Holidays (extended long weekends in the summer) and time off for the December holiday season.

Health Benefits and Wellness : Comprehensive benefits starting on Day 1 include health, vision, and dental coverage for you and your family, $3,000 for mental health care, a short-term health plan, and an additional health or personal spending account.

Plus, family friendly benefits include generous parental leave top-ups for up to 32 weeks, as well as fertility coverage and personalized return to work options.

Flexible Work . Choose to work from home from anywhere in Canada, at our Vancouver HQ, a co-working space, or anywhere there’s wifi for a change of scenery.

Learning & Growth. An annual $1500 USD Learn and Grow fund for conferences, seminars, or courses, plus training, mentorship, coaching, and internal promotion opportunities.

A home office setup so you’re ready to succeed with a company-owned Macbook Pro and a budget to order a desk, chair, or any accessories to help you work comfortably and productively.

Eats and Treats. $50 CAD per month to treat yourself with snacks, lunch, or groceries to cook at home.

A place where you can bring your whole self to work . We know that different perspectives lead to amazing ideas, more innovation, and, ultimately, our success as a company.

We welcome applicants of all backgrounds, experiences, beliefs, identities, and statuses. Whoever you are we can't wait to meet you!

The Thinkific Vancouver office operates on the traditional, ancestral, and unceded territories of the (Musqueam), (Squamish), and (Tsleil-Waututh) Nations of the Coast Salish People.

We encourage everyone to about the original caretakers of the land that you currently occupy.