Director, Customer Support

Wavelo is a SaaS business on a mission to make telecoms a breeze.

We provide flexible software that modernizes how communication service providers (CSPs) do business, helping them drive more value, focus on customer experience, and scale their operations faster.

What's New at Tucows

As part of Tucows (NASDAQ:TCX, TSX:TC)—one of the world’s largest Internet services companies—Wavelo is backed by outstanding resources and talent. We embrace a people-first philosophy that is rooted in respect, trust, and flexibility. We believe that whatever works for our employees is what works best for us. It’s also why the majority of our roles are remote-first, meaning you can work from anywhere you can connect to the Internet!

The work we do genuinely changes lives. If this sounds exciting, we’d love to hear from you!

About the opportunity

As Director of Customer Support, you will lead our Customer Support teams, responsible for a portfolio that supports current customers across Wavelo. This role reports directly to the VP of Customer Development and will interact with all business areas, including the Engineering, Operations, Product, sales, customer success teams, as well as customers. You will have the opportunity to collaborate at all levels of leadership, and you'll be a member of the Customer Experience leadership team responsible for ensuring our Wavelo customers, and their end users, have a positive experience with our services.

Job Duties

• Lead the Customer Support team and strategy to align with department goals and vision
• Develop, evaluate, and implement strategies to identify opportunities and improve service delivery
• Responsibility for ensuring the team is adequately trained to support all Customer Care Pillars, and all customer segments
• Evaluate Customer Support tools in support of automation, self-service, omni-channel support or improvement of customer satisfaction
• Implement and maintain procedures and tools that support department efficiency
• Create an environment that promotes exceptional customer support, collaboration, communication and teamwork within the department and cross-functionally
• Lead support incidents and critical issues, effectively communicating to the business and owning the interaction between customers, product and engineering
• Establish key performance indicators measuring customer satisfaction and support efficiency to make the necessary improvements

Knowledge, Skills and Abilities

• Well-developed business and management principles related to strategy development, resource allocation, workflows, leadership and coordination of people and resources
• Ability to lead managers and successfully guide distributed remote teams across lines of business, and geographies
• Possess a strong management presence and leadership ability, with communication and interpersonal skills that inspire and empower leaders and teams
• Operational and strategic excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning
• Ability to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Ability to collaborate across the organization and with external partners
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction

Qualifications Required

• 10+ years of leading technical support teams across multiple geographic regions
• Experience leading support teams in a Business to Business and / or Business to Business to Consumer organization
• Experience growing a support team across multiple regions
• Experience in the SaaS or telecom industry is highly preferred
• Bachelor's degree in Business, Information Technology, or a related field is required

The base salary range for this position is $148,140 - $164,600 USD for US residents OR $143,820 - $159,800 CAD for Canadian residents. Other countries will differ. Range may vary on a number of factors including, but not limited to: location, experience and qualifications. Tucows believes in a total rewards offering that includes fair compensation and generous benefits. Learn more about Tucows Benefits.

Want to know more about what we stand for? At Wavelo and Tucows we care about protecting the open Internet, narrowing the digital divide, and supporting fairness and equality.

We also know that diversity drives innovation. We are committed to inclusion across race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We celebrate multiple approaches and diverse points of view.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

Tucows and its subsidiaries participate in the E-verify program for all US employees.

Learn more about Tucows, our businesses, culture and employee benefits on our site here.