Head of Customer Support

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Head of Customer Support in Canada.

This role is a senior leadership opportunity focused on building and scaling a modern, high-performing customer support organization in a fast-paced digital environment. You will design the full support ecosystem from the ground up, including workflows, automation, tooling, and knowledge management systems, while leading and developing a growing support team. The position combines strategic ownership with hands-on operational leadership, ensuring customers receive fast, consistent, and high-quality service. You will play a key role in integrating automation and AI-driven solutions to improve efficiency and scalability. Working in a remote-first setup aligned with EST hours, you will collaborate closely with cross-functional teams to continuously enhance the customer experience. This is a high-impact role for someone who thrives on building structure, improving systems, and driving operational excellence at scale.

• 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.

Requirements

• 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.

Benefits

• Competitive salary aligned with experience and market standards.
• Fully remote or flexible working arrangement.
• Opportunity to build and scale a customer support function from the ground up.
• Exposure to modern AI-driven tools and automation technologies.
• Strong ownership and leadership responsibility in a high-impact role.
• Collaborative, fast-paced environment focused on continuous improvement.