Senior Director / Vice President, Customer Support

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Director / Vice President, Customer Support based in Canada.

This is a senior leadership opportunity to transform customer support into a strategic driver of product excellence within a growing SaaS environment.

You will own the end-to-end support operating model, from case intake and resolution to escalation, analytics, and continuous improvement.

The role combines technical leadership, organizational development, operational rigor, and close partnership with Product and Engineering.

You will build a highly technical support organization with strong career pathways, effective training, and a culture of accountability and empathy.

Using customer and case data, you will identify recurring issues and influence product priorities to prevent problems at their source.

You will also introduce scalable systems, AI-assisted workflows, workforce planning, and performance dashboards that improve efficiency without compromising service quality.

This role is ideal for a systems-oriented leader who sees customer service as a product that can be continuously engineered, measured, and improved.

Accountabilities:

• Own SLA, case-resolution, backlog, and customer satisfaction performance across the support organization, establishing clear targets and driving continuous improvement against them.
• Design and operate a scalable support model with strong processes, escalation paths, service standards, and quality controls.
• Build and audit QA frameworks for AI-assisted case resolution, ensuring teams critically evaluate AI-generated outputs and prioritize accuracy and customer outcomes over speed alone.
• Continuously optimize case triage, routing, escalation, and handoff processes, including effective collaboration with Product and Engineering teams.
• Establish operating procedures for support resolution, monitoring, root-cause analysis, reporting, and performance management.
• Provide transparent, actionable support performance reporting to executive and cross-functional leadership.
• Redefine the support hiring profile around stronger technical capabilities, including complex problem-solving, systems reasoning, AI-output evaluation, and operational improvement.
• Build and maintain a structured career ladder with clear levels, growth opportunities, competitive compensation, and senior technical leadership paths.
• Lead and develop Support Managers while fostering a high-performance culture centered on accountability, coaching, empathy, and professional growth.
• Own onboarding, training, and enablement programs designed to bring new team members to technical proficiency quickly.
• Scale the support organization strategically while improving operational leverage and controlling cost growth as customer and case volumes increase.
• Establish a robust case-to-roadmap feedback loop that converts support data into evidence-based recommendations for product improvements and case prevention.
• Partner with Product and Engineering leadership to influence roadmap priorities, allocate resources, and address recurring customer issues at their source.
• Ensure customer feedback gathered through support is incorporated meaningfully throughout the product development lifecycle.
• Collaborate with Customer Operations, Customer Success, and other service teams to create consistent standards across the customer journey.
• Treat support as an end-to-end system, continuously analyzing case journeys and improving throughput, quality, efficiency, and customer satisfaction.
• Own workforce planning, capacity modeling, tooling strategy, and the long-term operating model as product complexity and customer demand evolve.
• Build data infrastructure, dashboards, and reporting mechanisms that make support performance visible and actionable.
• Drive measurable improvements such as stronger SLA performance, reduced case volume through product prevention, successful adoption of technical support profiles, effective career progression, and measurable influence on product prioritization.

Requirements:

• 7+ years of experience building or scaling technical support or Technical Support Engineer organizations, or 5+ years building and scaling consumer product services within software or SaaS companies with tiered escalation models and meaningful technical depth.
• Proven experience managing organizations against demanding SLAs and systematically improving operational performance rather than simply maintaining existing service levels.
• Significant people leadership experience, including building strong teams, developing managers, establishing accountability, and creating high-performing organizational cultures.
• Experience designing or transforming support career ladders, leveling frameworks, and development paths that attract and retain technical talent.
• Strong technical credibility, with the ability to engage effectively with engineers, assess technical problem-solving quality, and understand complex product and system issues.
• Systems-thinking mindset with experience redesigning workflows, tooling, processes, and operating models to improve support performance at scale.
• Strong data-driven decision-making skills, including the ability to turn case metrics and customer insights into operational improvements and product roadmap recommendations.
• Demonstrated ability to partner with Product and Engineering leadership as a peer, influence roadmap decisions, secure resources, and operate effectively within matrixed organizations.
• Experience with process engineering or Lean Six Sigma methodologies is a plus.
• Customer-service-as-a-product mindset, with a focus on anticipating and preventing customer problems rather than simply resolving them after they occur.
• Builder mentality and proven success launching functions from scratch, leading major transformations, or creating new operating playbooks in ambiguous environments.
• High standards combined with empathy, with the ability to hold teams accountable while actively investing in their development, engagement, and long-term success.
• Strong cross-functional influence and communication skills, with the ability to drive outcomes through evidence, collaboration, and stakeholder alignment without relying solely on direct authority.
• Strategic thinking, operational discipline, analytical ability, and strong judgment in a fast-changing SaaS environment.
• Ability to use AI-assisted support technologies thoughtfully while maintaining appropriate human oversight and quality standards.

Benefits:

• Competitive annual salary range of $180,000-$250,000.
• Opportunity to shape customer support as a strategic function within a growing SaaS healthcare technology environment.
• Senior leadership scope with direct influence over operational strategy, organizational design, customer experience, and product direction.
• Opportunity to build and scale a technically sophisticated support organization and establish its long-term career architecture.
• Close collaboration with Product, Engineering, Customer Operations, and executive leadership.
• Meaningful opportunity to use customer insights and operational data to influence product improvements and prevent recurring issues.
• Inclusive and diverse workplace committed to equal opportunity and respect for individuals from all backgrounds.
• Environment that values customer focus, high standards, empathy, collaboration, and continuous improvement.