Shape the future of customer service as the Director of Technical Support at Ada, focusing on AI-driven solutions in a remote-friendly environment. 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 cutting-edge 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