Lead enterprise customer support strategy at Litmus Automation in Toronto, guiding Zendesk operations and technical teams across industrial environments.

As Director of Customer Support, you will shape scalable service standards for Litmus Edge and Litmus Edge Manager. You will lead support managers and technical professionals while partnering with Engineering, Product, Customer Success, and Technical Delivery. The function supports edge computing, industrial data, networking, Linux, APIs, databases, cloud platforms, and operational technology integrations.

Key Responsibilities:

- Set global support strategy, service standards, and multi-year roadmap
- Lead managers, team leads, analysts, and technical support engineers
- Own service levels, resolution times, backlog, satisfaction, and quality
- Guide critical escalations, incident communication,



and corrective actions
- Build dashboards, forecasts, knowledge management, and self-service programs

Requirements:

- 10+ years in B2B software, enterprise technology, or technical support
- 5+ years leading managers and distributed support teams
- Experience scaling support for complex enterprise customers
- Technical fluency across SaaS or edge software and Linux
- Bachelor’s degree or equivalent practical experience; Toronto availability required

Direct enterprise support performance, executive escalations, and cross-functional customer outcomes through disciplined operational leadership at Litmus.

📌 Director of Enterprise Customer Support (Toronto)
🏢 Litmus Automation
📍 Toronto