Head of Client ExperienceThanks for checking out our job openings. See something that interests you? Apply here.Location:Hybrid – Vancouver, BCDepartment:Client ServicesReports To:VP of OpsEmployment Type:Full-Time, new headcountSalary:$90-100K + bonus annuallyRole OverviewThe Head of Client Experience is responsible for the end‑to‑end customer support experience after go‑live, ensuring customers receive timely, high‑quality, and scalable service across Onboarding, Client Services, and Technical Solutions. This role owns service delivery, operational excellence, and continuous improvement for how customers are supported on the Uplifter platform.As a senior leader within Operations, the Head of Client Services balances people leadership, process design, and cross‑functional collaboration to deliver a consistent and trusted client experience for clubs, events, and sport organizations of all sizes. The team you oversee will include Customer Support, Technical Solutions, and Communication/Documentation.Why This Role MattersThe Head of Client Services ensures customers are supported long after implementation. By owning service quality, technical excellence, and self‑serve enablement, this role directly impacts customer satisfaction, retention, and the company's ability to scale sustainably.Key ResponsibilitiesClient Services Strategy & DeliveryOwn the overall customer support and service delivery strategy post–go‑live, ensuring alignment with company goals and customer expectations.Oversee Customer Support operations, including case management, service levels, escalation handling, and quality assurance.Lead Technical Solutions to support complex customer configurations, integrations,



data issues, and advanced troubleshooting.Ensure a seamless experience for customers as they move from onboarding into ongoing support.Team Leadership & DevelopmentLead and develop managers and senior individual contributors across Customer Support and Technical Solutions.Establish clear roles, responsibilities, and career paths across Client Services teams.Set performance expectations, coaching frameworks, and success metrics for teams and leaders.Foster a customer‑first culture grounded in accountability, empathy, and operational discipline.Documentation & EnablementOwn customer‑facing documentation, including help centre content, implementation guides, and best practices.Ensure documentation is accurate, accessible, and aligned with current product capabilities and support workflows.Partner with Product and Operations to continuously improve self‑serve resources and reduce support friction.Operational Excellence & ScalingDefine and track service‑level metrics (e.G., response times, resolution times, CSAT) and use data to drive improvement.Identify trends in support volume, root causes, and recurring issues, and drive cross‑functional solutions.Build scalable support models, workflows, and tooling to support company growth.Ensure compliance with security, regulatory,



and operational standards relevant to customer support.Cross‑Functional CollaborationPartner closely with Product to influence roadmap prioritization based on customer feedback and support trends.Collaborate with Sales, Onboarding, and Technical Solutions to ensure smooth transitions, clear expectations, and aligned service models.Act as the senior escalation point for high‑impact customer issues.Customer Advocacy & RetentionRepresent the voice of the customer internally, ensuring insights from support and technical teams inform decisions.Support strategic accounts, renewals, and complex customer conversations as needed.Drive continuous improvement in customer satisfaction, retention, and long‑term platform adoption.What You'll Bring7+ years of experience in Client Services, Customer Support, or Operations leadership within a SaaS or technology environment.Proven experience leading multi‑disciplinary teams, including support and technical roles.Strong operational mindset with experience building and scaling support processes.Ability to balance empathy for customers with accountability and performance management.Experience working with configurable SaaS platforms, integrations, or technical troubleshooting is a strong asset.Experience supporting membership‑based, event‑driven, or sports organizations is a plus.Why You'll Love Working at UplifterCompetitive compensation $90-100K annually based on Experience + Performance bonusHealth benefits after 90 days15 vacation days5 Sick daysMission‑driven company helping grow sport participation across North America.Excellent Mentorship#J-18808-Ljbffr

📌 Head Of Client Experience - $90,000 - $100,000 A Year (Toronto)
🏢 Uplifter
📍 Toronto