Director of Client Support

Salary Range: 110000 to 160000 (Currency: CAD) (Pay period: per-year-salary)

What you’ll be doing as a Director of Support

• Your job will break down in to the following categories:
Strategic Leadership:
• Develop and implement a strategic vision for the client support function that aligns with the company’s overall objectives.
• Lead, mentor, and develop a high-performing support team, fostering a culture of excellence and continuous improvement.
Data-Driven Decision Making:
• Use support data to monitor performance and drive improvements in cost efficiency, ticket deflection, and proactive support.
• Implement and maintain KPIs to track and assess support effectiveness, using insights to predict and address challenges.
Cost of Service Optimization and Scalability:
• Analyze and manage the cost of delivering support services, identifying opportunities to optimize expenses without compromising quality.
• Implement scalable support structures and processes to accommodate business growth and increased client demand
Technology and Tools Management:
• Oversee and optimize the use of Zendesk to enhance support operations and self-service capabilities.

What we are looking for in a Director of Client Support:

• Strong analytical skills with experience in data analysis, reporting, and metrics-driven decision making.
• Strong problem-solving abilities and a proactive approach to identifying and addressing issues.
• Proven experience in managing the cost of service and implementing cost-saving initiatives.
• Excellent leadership mentoring and developing high-performing teams, communication, and interpersonal skills.
• Experience in implementing scalable support structures and processes to accommodate rapid business growth.
• Strong interpersonal skills and ability to build rapport and trust with diverse stakeholders, including customers, colleagues, and senior executives.
• Excellent communication skills, both verbal and written, with the ability to articulate complex concepts and ideas in a clear and concise manner.

Nice to haves:

• Proficiency in Zendesk, Pendo, Tableau, with experience in implementing and managing NLP bots.
• Experience building a Self Serve support model
• Experience in finance, payroll, group benefits, insurance and/or accounting
• Experience in leading SaaS support teams within tech startups in fast-paced, high-growth environments
• If you got this far in the job description and still want to apply, please find Humi’s address and include it in one of the answers to any of the application questions. Detail orientation is important for this role!

Why Join Humi?

• As a team that services the HR world, we are a team that understands you perform best in an environment that cares about their employees
• Be part of a high performing team of critical thinkers that thrive on problem solving
• Access leadership and growth opportunities as the company rapidly scales
• Maintain work-life engagement with flex hours and our Long(er) weekends initiative
• Opportunity to work fully remote