Related skills
customer support saas leadership escalation management kpis📋 Description
- Lead a team of Customer and Technical Support specialists
- Own the customer support strategy for fast, high-quality resolution
- Oversee triage of product issues with Product & Engineering
- Set priorities and escalation paths for bugs and issues
- Drive improvements in support workflows, docs, and enablement
- Champion customer feedback to influence product and services
🎯 Requirements
- 3+ years in SaaS customer support/experience
- 2+ years leading customer-facing teams
- Experience handling complex issues and escalations
- Cross-functional with Product and Engineering
- Excellent communication with empathy and clarity
- Strong operational mindset; process improvements
🎁 Benefits
- Remote-first workplace with global hubs
- Health and wellness benefits
- MacBook, monthly device subsidy, home budget
- Flexible coworking spaces in ON and BC
- Asynchronous collaboration and global #OneTeam
- Townhalls, AMA events and celebrations
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