Head of Customer Support

New

Canada, EST hoursFull-TimeManager

Salary not disclosed

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Job Details

5+ years of experience leading or managing customer support teams in a fast-paced environment
Proven experience implementing and managing help desk platforms such as Zendesk, Freshdesk, Intercom, or similar tools
Strong background in building support workflows, automations, knowledge bases, and scalable support systems from the ground up
Hands-on experience using AI tools or automation solutions within customer support operations
Strong leadership skills with the ability to manage, motivate, and develop high-performing teams
Excellent communication, problem-solving, and stakeholder management abilities
Strong operational mindset with the ability to balance strategic planning and day-to-day execution

Design and build the end-to-end customer support infrastructure, including help desk systems, ticketing workflows, automations, knowledge bases, and internal playbooks to ensure scalable and efficient operations
Lead, hire, train, and manage the customer support team, ensuring strong performance, high-quality customer interactions, and continuous skill development through coaching and structured guidance
Implement and optimize automation and AI-driven tools to improve response times, reduce manual workload, and enhance overall support efficiency
Monitor and analyze key support metrics such as response time, resolution time, ticket volume, and customer satisfaction to identify improvement opportunities
Oversee continuous improvement of support processes, ensuring alignment with customer needs and business growth objectives while maintaining operational excellence
Collaborate with cross-functional teams to refine support strategies, improve customer experience, and scale support operations effectively

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