Senior Director, Customer Support – Member Apps & SMB Operations

Employer Industry: Fitness Technology

• Salary up to $165,000 CAD annually
• Flexible open PTO policy allowing for personalized time off
• Quarterly collective days off to promote team well-being
• Comprehensive benefits including medical, dental, and vision coverage
• Opportunities for professional development and mentorship
• Supportive company culture focused on diversity, equity, and inclusion

• Design and implement a segmented support structure for SMB clients to ensure a scalable support experience
• Oversee global support operations across multiple products and teams, consolidating tools and best practices
• Centralize mobile and member app support to enhance consistency and client satisfaction
• Establish a rapid response framework for client escalations, ensuring timely case management
• Drive operational performance through metrics and analytics for continuous improvement

• Extensive experience in customer support or client operations, preferably with global or multi-site teams
• Proven success in managing client segments and technology-enabled support models
• Strong operational background with demonstrated results in customer satisfaction and efficiency metrics
• Expertise in support tools, CRM systems, and vendor management
• Excellent communication, leadership, and cross-functional collaboration skills

• Bachelor’s degree in a relevant field
• Experience with managing multi-channel support operations
• Familiarity with data analytics and performance measurement tools
• Background in the fitness industry or related sectors
• Proven ability to cultivate leadership talent within teams

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