Employer Industry: Fitness Technology SolutionsWhy consider this job opportunitySalary up to $165,000 CAD annuallyOpportunity for career advancement and growth within the organizationFlexible open PTO policy for time offUnique "Days of Disconnect" initiative for team-wide breaksComprehensive medical, dental, and vision coverageSupport for personal wellness with a Calm App subscription for you and dependentsJob ResponsibilitiesBuild and implement a segmented support structure for SMB accounts, ensuring a scalable support experienceOversee global support functions across multiple products and teams, consolidating tools and best practicesCentralize mobile and member app support to improve consistency and enhance client satisfactionEstablish a rapid response process for client escalations, ensuring timely case managementDrive performance through metrics such as CSAT, ASA, and FCR,



guiding continuous improvementQualificationsExtensive experience in customer support or client operations, with experience leading global or multi-site teamsProven success in managing client segments and technology-enabled support modelsStrong operational background with demonstrated results in CSAT, FCR, and efficiency metricsExpertise in support tools, CRM systems, and BPO/vendor managementExcellent communication, leadership, and cross-functional partnership skillsPreferred QualificationsBachelor’s degree preferredWe prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring setting for all.#J-18808-Ljbffr

📌 Senior Director, Customer Support – Member Apps & Smb Operations - C$165,000 A Year (Toronto)
🏢 Fitness Technology Solutions
📍 Toronto