Director of Support

Are you a visionary Support leader with experience at a growing company, coaching and inspiring a high-performing Customer Support team to do the best work of their lives? We’re looking for a Director of Support to join us at Thinkific.

As Thinkific’s Director of Support, your mission will be to lead a world-class frontline Support team, ensuring we consistently deliver best-in-class experiences to our users via live chat and email. This role will report to our VP of Customer Support.

You’ll be responsible for delivering exceptional customer service at every interaction. Here’s how you’ll accomplish this and what you’ll be responsible for: 

• Lead all aspects of Thinkific’s frontline Support teams
• Track and report on key performance indicators (CSAT, quality, response times, etc.) to determine the team’s effectiveness and efficiency
• Drive strategic initiatives within the Support team and cross functionally to improving our ability to provide world class customer service
• Manage performance of individuals through continuous feedback, 1:1s and performance reviews, progressing direct reports’ career progression and development through coaching and mentorship
• Implement strategies to improve issue resolution across all customer touch points to increase revenue retention and reduce churn
• Use a disciplined and data driven approach to define problems and test solutions

The person we have in mind likely:

• Has at least 2+ years of experience leading and scaling a world-class Customer Support department in a SaaS environment at the Director level
• Is highly analytical – you’re intimately familiar with customer support metrics for both Live Chat and Email channels, including CSAT, First Response Times, Average Resolution Times, NPS, and more
• Has strong written and verbal communication skills; you can get buy-in for your ideas quickly and turn them into action
• Is a problem solver at heart and has no trouble figuring out how to solve a complex problem, even if you don’t know the answer initially
• Is a curious thinker who will rigorously question assumptions, and with a solid ability to make decisions based on the information available
• Believes deeply in servant leadership and are eager to roll up your sleeves to support your team when they need it
• Is empathic to your core and is able to step into a customer’s shoes regardless of how angry or frustrated they are
• Has a consistent track record managing a high-performing team responsible for customer retention and satisfaction
• Loves helping people and has a natural inclination to go above and beyond
• Able to perform well under pressure and can handle urgent situations on the fly, you’re adaptable in the face of change and ambiguity 
• Has experience in performance management and managing junior team members and junior leaders
• Is solution-oriented with a strong track record of innovation and process improvement
• Is located in Canada 
• Loves to learn and grow. They’ve found (and keep looking for) ways to level up their skills in this field, whether that’s through formal education, gaining professional experience, or maybe even building their own business 

These things would also be nice, but we think you could learn them on the job: 

• Experience with Zendesk, Slack, Asana, Google Drive, Guru, TextExpander, Playvox
• Experience and knowledge of the online learning space

The typical hiring range for this position is $155,000 - $170,000 CAD. Your specific compensation is determined based on your job-related skills, knowledge, experience, and our internal equity assessment. Additionally, this position may be eligible for bonus and equity.

Diversity, Equity, Inclusion and Belonging & Accessibility

This is just our initial idea of who we’re looking for! At Thinkific, we know that people have unique career journeys. If your experience is close to what we’ve described but you feel that you might be missing a few of the requirements, please still apply! We believe in equal opportunity and are committed to diversity, equity, inclusion, and belonging across every facet of our business.

We’re also committed to providing a comfortable and accessible interview experience for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know.