Senior Director / Vice President, Customer Support

Role overview A Senior Director or VP of Customer Support role that treats service as a strategic product rather than a traditional help desk. The leader owns the end-to-end system that captures, routes, resolves, and learns from every support case for a cloud-based clinical platform, while partnering with Product and Engineering leadership to prevent issues at the source. The role covers operational excellence, organizational design, cross-functional influence, and the engineering of support systems that scale with growth.

Responsibilities - Own SLA and case-resolution performance across the support organization, including time-to-resolution, backlog reduction, and customer satisfaction targets - Design and audit the QA framework for AI-assisted case resolution, ensuring quality is not sacrificed for speed - Continuously optimize triage, routing, and escalation systems, including handoffs into Product Development - Redefine the support hiring profile toward a more technical standard, then build career ladders, compensation frameworks, and senior technical leadership roles that retain top talent - Manage and develop Support Managers, driving a high-performance culture with clear accountability - Translate case data into evidence-backed recommendations that shape product roadmap prioritization - Build dashboards, capacity models, and tooling investments that make support performance visible and actionable

Requirements - Seven or more years building or scaling technical support or technical support engineering organizations - Proven track record running functions against hard SLAs and systematically improving them - Deep people leadership experience building strong teams, culture, and outcomes - Experience designing or redesigning support career ladders and leveling frameworks that retain technical talent - Technical credibility, ideally with an engineering background, and the ability to speak engineer-to-engineer - A systems-thinking mindset, treating support as an end-to-end process to optimize rather than a queue to staff - Strong data fluency, with the ability to turn case data into product roadmap influence - Demonstrated ability to partner as a peer with Product and Engineering leadership

Nice to have - Lean Six Sigma or process engineering background

Benefits and work setup - Published salary range of $180,000–$250,000 USD or $190,000–$270,000 CAD