Full-Time

Director of Client Support

Posted on 8/15/2024

Humi

Humi

51-200 employees

Cloud-based HR solutions for SMBs

Consulting
Enterprise Software

Compensation Overview

$110k - $160kAnnually

Senior, Expert

Remote in Canada

Applicants are expected to work remotely across Canada.

Category
Supply Chain Management
Operations & Logistics
Required Skills
Communications
Data Analysis
Requirements
  • 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.
Responsibilities
  • 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.
  • 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.
  • 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.
  • Oversee and optimize the use of Zendesk to enhance support operations and self-service capabilities.

Humi offers a cloud-based platform that provides various Human Resources (HR) solutions for small to medium-sized businesses (SMBs). Its tools include payroll management, time-off tracking, performance reviews, and recruitment, all aimed at simplifying HR processes. Humi operates on a subscription model, allowing businesses to access its services online with different pricing tiers based on their needs. The company focuses on delivering a reliable platform to help SMBs efficiently manage their HR functions.

Company Stage

Acquired

Total Funding

$40.6M

Headquarters

Toronto, Canada

Founded

2016

Growth & Insights
Headcount

6 month growth

1%

1 year growth

0%

2 year growth

1%
Simplify Jobs

Simplify's Take

What believers are saying

  • Humi's acquisition by Employment Hero can enhance product development and market reach.
  • The partnership with DMZ offers insights and innovation opportunities from startups.
  • Humi's Innovation Partner Program fosters collaborations for product innovation and engagement.

What critics are saying

  • Employment Hero's acquisition may lead to strategic shifts alienating existing customers.
  • Integration with Employment Hero's platform might face technical challenges affecting reliability.
  • Humi's expansion through acquisitions could lead to integration issues affecting service quality.

What makes Humi unique

  • Humi offers a comprehensive cloud-based HR platform tailored for Canadian SMBs.
  • The platform integrates payroll, time-off tracking, and performance reviews seamlessly.
  • Humi's subscription model provides flexible pricing tiers for diverse business needs.

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Benefits

Flexible hours

Equity

Health benefits

Health & wellness

Remote friendly

Longer weekends

Office life & activities

Time off

INACTIVE