Senior Director / Vice President, Customer Support

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Director / Vice President, Customer Support based in Canada. This is a senior leadership opportunity to transform customer support into a strategic driver of product excellence within a growing SaaS environment. You will own the end-to-end support operating model, from case intake and resolution to escalation, analytics, and continuous improvement. The role combines technical leadership, organizational development, operational rigor, and close partnership with Product and Engineering. You will build a highly technical support organization with strong career pathways, effective training, and a culture of accountability and empathy. Using customer and case data, you will identify recurring issues and influence product priorities to prevent problems at their source. You will also introduce scalable systems, AI-assisted workflows, workforce planning, and performance dashboards that improve efficiency without compromising service quality. This role is ideal for a systems-oriented leader who sees customer service as a product that can be continuously engineered, measured, and improved.