Senior Director / Vice President, Customer Support @Elation

Overview

The role involves leading customer support at Elation, a SaaS clinical platform, with a focus on enhancing service as a strategic element for product excellence. This is a unique opportunity to manage the support system, build a technically-oriented team, and influence product improvements based on customer insights.

Key Responsibilities

• Own SLA and case-resolution performance for the support organization.
• Build a high-functioning team and operating model for exceptional customer service.
• Design and audit QA frameworks for AI-assisted case resolution.
• Optimize case triage and escalation systems.
• Establish business operating procedures for product support resolution.
• Report performance metrics to leadership.
• Redefine support hiring profiles with a focus on technical skills.
• Manage and develop Support Managers and instill a high-performance culture.
• Own training and onboarding infrastructure.
• Translate support insights into product recommendations.
• Collaborate with Customer Operations to ensure holistic service standards.
• Continuously analyze support systems for improvements.
• Build data infrastructure for support performance visibility.

Requirements

• 7+ years in technical support or consumer product services within SaaS.
• Proven ability to run functions against strict SLAs and improve performance.
• Deep experience in people management and team development.
• Experience building support career ladders and leveling frameworks.
• Technically credible with an engineering background or relevant experience.
• Strong systems thinking and data-driven decision-making capabilities.
• Ability to influence product and engineering leadership.
• Lean Six Sigma or Process Engineering experience is a plus.

Benefits

Salary range: $190,000-270,000 CAD. Elation promotes a diverse and inclusive work environment.

Location

Remote - Canada

How to Apply

To apply for this position, please visit the company's careers page.