Shape the future of customer service as the Director of Technical Support at Ada, focusing on AI-driven solutions in a remote-friendly workplace. Lead a global support organization while enhancing team productivity and customer experiences. In this role, you will oversee a 24/7 technical support team, owning the entire support function, metrics, and tool strategy.

As a seasoned leader, your responsibilities include driving quality improvements and automation initiatives using Ada's own innovative AI platform. You’ll collaborate with Engineering, Product, and Customer Solutions to elevate our support service. Key Responsibilities:

- Lead and manage a global Tier I and Tier II support organization
- Own technical support KPIs, including SLA optimization




- Develop AI-powered workflows and measurable adoption strategies
- Facilitate executive-level escalation for client issues
- Transform client feedback into actionable insights for the product team Requirements:
- Proven experience in senior leadership technical roles
- Track record in scaling high-growth B2B SaaS support functions
- Expertise in troubleshooting APIs and cloud services
- Hands-on experience with LLM-based tooling
- Excellent communicator and cross-functional influencer Drive groundbreaking AI technical support initiatives that enhance productivity and offer unparalleled customer service.

📌 Director of AI Technical Support at Ada (Toronto)
🏢 Socket.dev
📍 Toronto