Join Aplin as Director of Technical Support Services, leading a dynamic team to enhance customer experiences. This leadership role emphasizes operational efficiency and team development within a SaaS framework. In this position, you will drive the transformation of our support organization, working closely with cross-functional teams.

By establishing clear performance expectations and optimizing processes, you will foster a culture centered around excellence and accountability in support services. Key Responsibilities:

- Lead and develop a high-performing support team
- Assess support processes and implement best practices
- Improve customer communication and escalation management
- Collaborate with internal stakeholders for solution building
- Develop KPIs and operational reports for leadership

Requirements:

- Minimum 5 years leading customer support teams
- Proven success in improving support service metrics
- Robust understanding of customer experience best practices
- Experience in software or SaaS environments
- Exceptional coaching and communication skills

Drive the growth of Aplin’s technical support while enhancing operational standards and customer satisfaction.

📌 Aplin Technical Support Director (Ottawa)
🏢 David Aplin Recruiting
📍 Ottawa