Senior Director / VP, Customer Support to elevate customer service as a strategic lever for product excellence. This is not a traditional support leadership role-you'll own the end-to-end system that captures, routes, resolves, and learns from every support case, driving both immediate service quality and long-term case prevention through product roadmap influence.
You'll build and scale a new generation of technically-oriented support professionals, create career paths that retain top talent, and establish the operational rigor that scales with our growth. As a key partner to Product and Engineering leadership, you'll translate support insights into product improvements that prevent issues at the source.
If you see customer service as a product to be engineered, love building high-performing organizations, and want to shape how a healthcare technology company serves its customers, this role is for you.
What You'll DoDrive Operational Excellence & Service Delivery- Own SLA and case-resolution performance for the entire support organization, delivering on time-to-resolution, backlog reduction, and customer satisfaction targets
- Build a high-functioning system, team, and operating model that exemplifies exceptional customer service standards
- Design and audit the QA framework for AI-assisted case resolution-ensuring teams critically evaluate AI output and maintain quality over speed
- Continuously optimize case triage, routing, and escalation systems, including seamless handoff processes to Product Development
- Establish business operating procedures for all product support resolution, including monitoring, root cause analysis, and analytics
- Report performance metrics to the CPO and cross-functional leadership, making support performance transparent and actionable
Build & Scale the Organization- Redefine the support hiring profile toward a materially more technical standard: professionals who resolve complex issues, reason about underlying systems, discern AI quality, and actively improve support operations for team-wide leverage
- Build a credible in-function career ladder with clear levels, competitive compensation, and senior technical leadership roles that create real growth paths
- Manage and develop Support Managers, instilling a high-performance culture with clear accountability, coaching rigor, and team development
- Own training, enablement, and onboarding infrastructure that brings new hires to technical proficiency rapidly
- Scale the team strategically while improving operational leverage-absorbing growth without proportional cost increases
Partner Cross-Functionally & Influence Product Direction- Own the case-to-roadmap feedback loop: translate support data into prioritized, evidence-backed recommendations that prevent future cases at the source
- Partner closely with Product Leadership on roadmap prioritization decisions that materially impact case volume-acting as a strategic partner in product direction
- Ensure customer feedback via support plays a critical role in the product development lifecycle
- Collaborate with Customer Operations leadership to ensure holistic service standards across onboarding, customer success, and support
Engineer Systems for Scale- Treat support as a tunable system: continuously analyze the full case journey and engineer improvements to throughput, quality, efficiency, and customer satisfaction
- Own workforce planning, capacity modeling, tooling investments, and the long-term operating model as case volume and product complexity scale
- Build data infrastructure and dashboards that make support performance visible and actionable for stakeholders
What Success Looks LikeShort Term (First Year)- SLA performance consistently meets or exceeds targets
- Case volume per active provider trending down through product-driven prevention
- New technical support profile defined, hired, and successfully embedded in Product Development teams
- In-function career ladder designed, communicated, and first promotions executed
- Case-to-roadmap feedback loop established with measurable impact on Product backlog prioritization
Long Term- Support scales with greater operating leverage while maintaining or improving service quality
- Top performers advancing through the career ladder; retention of high performers at 90%+
- AI-assisted case resolution quality at 95%+ accuracy with strong human oversight
- Support recognized internally as a strategic product partner and driver of product excellence
What We're Looking ForRequired Experience- 7+ years building or scaling technical support/TSE organizations, or 5+ years building and scaling consumer product services at software or SaaS companies with genuine tiered escalation models and technical depth
- Proven track record running functions against hard SLAs and systematically improving them-not just maintaining baseline performance
- Deep people management experience: Built strong teams, culture, and outcomes; developed high-performing teams through coaching, leadership, and accountability
- Experience building or redesigning support career ladders and leveling frameworks that retain technical talent
Technical & Strategic Capabilities- Technically credible: You may have an engineering background but chose an operations/people-leadership path; you can speak engineer-to-engineer and assess technical problem-solving quality
- Systems thinker: You see support as an end-to-end process to optimize, not just a service desk to staff; you've built or redesigned workflows, tooling, and operational models
- Data-driven: You translate metrics into insights and insights into action; you've used case data to drive product roadmap prioritization
- Proven ability to partner with Product and Engineering leadership as a peer-you've influenced roadmaps, secured resources, and navigated matrix structures
- Lean Six Sigma or Process Engineering experience is a plus
Leadership & Culture- Customer Service as a Product mentality: You design for plans that anticipate problems before customers encounter them, treating support cases as trust-building moments rather than liabilities to manage
- Builder mentality: You've started functions from scratch or led major transformations; you're energized by ambiguity and building the playbook
- High standards with high empathy: You hold teams accountable to excellence while investing in their development and growth. You genuinely care about your people
- Cross-functional influence: You've driven outcomes through partnership and evidence when you don't control all the levers
Salary range: $190,000-270,000 CAD
