Senior Director, Customer Support – Enterprise Accounts, Client Experience & Escalations

Join ABC Fitness and become part of a culture that’s as ambitious as it is authentic. Let’s transform the future of fitness—together!

Our Values

Best Life

We believe great work begins with great people. That’s why our culture is built on respect, trust, and belonging. We create an inclusive environment where every team member can bring their authentic self to work—because diverse perspectives drive innovation and meaningful impact.

Growth Mindset

We are doers, thinkers, and dreamers. At ABC Fitness, your growth is our investment. Through continuous learning, mentorship, and professional development opportunities, we empower you to reach new heights—personally and professionally.

One Team

From day one, you’ll be part of a team that collaborates, celebrates, and cares. We move fast, support one another, and have fun along the way. Because when you thrive, we all thrive.

Role Overview

The Senior Director will lead the design and delivery of an enterprise support model, ensuring exceptional service for our largest clients while driving proactive engagement, faster resolution, and improved client retention. This role owns the enterprise support structure, escalation framework, Tier 3 operations, configurations, and special projects, integrating client experience, analytics, and cross-functional collaboration to enhance outcomes, streamline processes, and reduce churn.

Key Responsibilities

• Enterprise Support Structure: Build a segmented support model for Enterprise Accounts with defined service levels and proactive engagement.

• Escalation & Risk Management: Lead strategic escalations, including executive and churn-risk situations, and oversee Rapid Response and Strategic Escalations teams.

• Tier 3 & Special Projects Leadership: Expand and modernize global Tier 3 and configuration teams, improving technical depth, processes, and communication.

• Client Experience & Alignment: Serve as a senior liaison between Support, Client Success, Product, Engineering, and Onboarding to ensure aligned, client-first outcomes.

• Analytics & Insights: Leverage AI, speech analytics, and operational data to identify pain points, drive training, and guide continuous improvement.

• Revenue & Growth: Explore and develop opportunities for paid premium support offerings that deliver a customized, high-touch client experience and drive increased satisfaction and retention.
   

Qualifications

• Extensive leadership experience in Customer Support, Client Success, or related fields; SaaS or enterprise

• Proven record building and scaling support organizations and managing complex client escalations.

• Strong collaboration skills with Product, Engineering, and Commercial teams.

• Expertise in analytics, CRM/ticketing systems, and technology-driven support innovation.

• Exceptional communication, executive presence, and leadership skills.

• Bachelor’s degree preferred.

Please note that the salary information shown below is a general guideline only and based on employees in the Canada and may be different in other countries. Salaries are based upon candidate experience, qualifications, and location, as well as market and business considerations. Our pay range for Canada based candidates for this position is $145,000 -- $165,000 CAD annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. Also, certain positions are eligible for additional forms of compensation such as bonuses and commissions.

WHAT’S IN IT FOR YOU:

• Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset

• Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!

• ·Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam

• Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!

• Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement

• ·Medical/Dental/Vision coverage

• EAP – we get you help when you need it. Period.

• Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16

• And more! – so many benefits we couldn’t even fit them all here!

At ABC Fitness, we don’t just build technology—we build communities and transform lives. Your work matters here, your growth is supported, and your voice is heard. We welcome diverse talent and encourage you to apply, even if you don’t meet every requirement.

ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION: 

ABC is an equal opportunity employer committed to diversity, equity, and inclusion. We strive to create a workplace where every employee, client, and partner feels valued, inspired, and empowered to reach their full potential. For us, inclusion isn’t just the right thing to do—it’s a business imperative. Learn more at abcfitness.com.

About ABC Fitness

ABC Fitness is the #1 software provider for fitness businesses of any size, all around the world. Supporting 30K clubs, 650K coaches, 40M members, and processing more than $12B in payments every year, ABC Fitness provides scalable, data-driven solutions to simplify club management and engage members and clients.

From personal trainers, boutique studios, and gyms, to international franchise health clubs, ABC Fitness will move your business forward through technology and industry insights. Innovation is at the center of everything we do, across ABC Glofox, ABC Ignite, ABC Trainerize, and ABC Evo. Let's make your fitness vision a seamless reality, together. Learn more at abcfitness.com

#LI-REMOTE