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Director of Client Support - Remote Eligible
Implement a strategic vision for client support to enhance service quality and efficiency.
Remote
Senior
$110,000 - 160,000 CAD / year
4 weeks ago
✨ About The Role
- The Director of Support will lead and transform client support operations, enhancing service quality while optimizing costs.
- This role involves developing and implementing a strategic vision for the client support function that aligns with the company’s objectives.
- The candidate will use support data to monitor performance and drive improvements in cost efficiency and proactive support.
- Implementing and maintaining KPIs to track support effectiveness will be a key responsibility.
- The role includes analyzing and managing the cost of delivering support services, identifying opportunities for optimization.
- The Director will oversee and optimize the use of Zendesk to enhance support operations and self-service capabilities.
- The position requires a commitment to continuous improvement and fostering a culture of excellence within the support team.
⚡ Requirements
- The ideal candidate will have strong analytical skills with experience in data analysis, reporting, and metrics-driven decision making.
- A proactive approach to problem-solving is essential, with the ability to identify and address issues effectively.
- Proven experience in managing the cost of service and implementing cost-saving initiatives is crucial for success in this role.
- Excellent leadership skills are required, with a focus on mentoring and developing high-performing teams.
- Strong interpersonal skills are necessary to build rapport and trust with diverse stakeholders, including customers and senior executives.
- The candidate should possess excellent communication skills, both verbal and written, to articulate complex concepts clearly.
- Experience in implementing scalable support structures and processes to accommodate rapid business growth is highly valued.
Director of Client Support - Remote Eligible
Remote
$110,000 - 160,000 CAD / year
Support
About Humi
Payroll, HR, and Health Benefits for Canada's SMB's