J
About the Role
We are on an ambitious journey to transform customer service from a cost center into a clear competitive advantage. As our Director of Customer Service, you will lead the transition from a primarily outsourced support operation to an in-house, high-performance Canadian team. You’ll spearhead the adoption of AI automation, elevate customer satisfaction, and embed revenue generation within the support function.
This is a hands-on leadership role for a strategic and operational expert who thrives in environments where transformation, technology, and customer-centricity intersect.
Key Responsibilities
Operational Transformation & Team Leadership
• Design and execute the transition plan to build a Canadian-based customer service team while reducing dependency on outsourced providers.
• Oversee hiring, onboarding, and development of an in-house team, establishing a culture of empowerment, accountability, and high performance.
• Implement workforce management practices to o ...