Head of Customer Support

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Head of Customer Support in Canada.

This role is a senior leadership opportunity focused on building and scaling a modern, high-performing customer support organization in a fast-paced digital environment. You will design the full support ecosystem from the ground up, including workflows, automation, tooling, and knowledge management systems, while leading and developing a growing support team. The position combines strategic ownership with hands-on operational leadership, ensuring customers receive fast, consistent, and high-quality service. You will play a key role in integrating automation and AI-driven solutions to improve efficiency and scalability. Working in a remote-first setup aligned with EST hours, you will collaborate closely with cross-functional teams to continuously enhance the customer experience. This is a high-impact role for someone who thrives on building structure, improving systems, and driving operational excellence at scale.

Accountabilities

* Design and build the end-to-end customer support infrastructure, including help desk systems, ticketing workflows, automations, knowledge bases, and internal playbooks to ensure scalable and efficient operations.

* Lead, hire, train, and manage the customer support team, ensuring strong performance, high-quality customer interactions, and continuous skill development through coaching and structured guidance.

* Implement and optimize automation and AI-driven tools to improve response times, reduce manual workload, and enhance overall support efficiency.

* Monitor and analyze key support metrics such as response time, resolution time, ticket volume, and customer satisfaction to identify improvement opportunities.

* Oversee continuous improvement of support processes, ensuring alignment with customer needs and business growth objectives while maintaining operational excellence.

* Collaborate with cross-functional teams to refine support strategies, improve customer experience, and scale support operations effectively.

Requirements

* 5+ years of experience leading or managing customer support teams in a fast-paced environment.

* Proven experience implementing and managing help desk platforms such as Zendesk, Freshdesk, Intercom, or similar tools.

* Strong background in building support workflows, automations, knowledge bases, and scalable support systems from the ground up.

* Hands-on experience using AI tools or automation solutions within customer support operations.

* Strong leadership skills with the ability to manage, motivate, and develop high-performing teams.

* Excellent communication, problem-solving, and stakeholder management abilities.

* Strong operational mindset with the ability to balance strategic planning and day-to-day execution.

Benefits

* Competitive salary aligned with experience and market standards.

* Fully remote or flexible working arrangement.

* Opportunity to build and scale a customer support function from the ground up.

* Exposure to modern AI-driven tools and automation technologies.

* Strong ownership and leadership responsibility in a high-impact role.

* Collaborative, fast-paced environment focused on continuous improvement.

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.