Job Description

Company Description

(While we will prioritize candidates that are located in the Toronto, Ottawa, Vancouver and Kitchener/Waterloo area to build more connected teams, we do encourage candidates across Canada to apply to our roles. We are moving to a hybrid model in our hub cities - Ottawa, Toronto and Vancouver - and will be working from an office twice per week)

Rewind is a service that protects the data that is driving your business, from a simple side hustle to a successful venture. Our focus is on backing up data that lives in the cloud - in apps like Shopify, BigCommerce, and QuickBooks Online. We invite you to read to learn where we came from and where we\'re going. For a more technical view, check out on the BigCommerce Developers Blog.

We care about honesty, we believe in learning from our mistakes, and we support each other as we grow.



About the Job

We\'re looking for a Director, Customer Support to join our Revenue leadership team. Reporting to the VP, Revenue, the Director of Customer Support will lead a team of 6 Customer Support Representatives. This individual will have experience leading and building support, customer success and/or technical services functions within B2B SaaS companies and be highly adept at training, coaching and motivating customer interfacing teams.

The Director, Customer Support will play a pivotal part in shaping the strategy and success of our Customer Support team. You will work to improve workflows, remove roadblocks, and promote efficiencies. You will effectively use tools to track and analyze the performance of support processes, and based on this data, identify opportunities for improvement. You are guided by a constant desire to reduce friction (big and small) in order to make the customer experience as smooth, efficient and effective as possible.

We are seeking not only an experienced people leader, but someone capable of elevating their responsibilities over time to include Customer Success and Professional Services functions.

Responsibilities

• Provide hands-on coaching and guidance to Customer Support Representatives, leveraging data to identify strengths and areas for improvement.
• Foster a culture of continuous learning and professional development within the Support team to drive individual and collective success.
• Utilize data and insights from our customers to inform and develop support strategies that align with company objectives and enhance customer experiences.
• Design and optimize support processes and workflows to accommodate the growth and scalability of the support team, ensuring efficient and effective support delivery.
• Define career development paths and succession planning to cultivate a high-performing, motivated support team.
• Collaborate closely with key stakeholders to align support operations with broader company objectives and initiatives.
• Partner with product and engineering teams to provide customer feedback and advocate for product improvements based on support insights .
• Work collaboratively with marketing and sales teams to ensure consistent messaging and a seamless customer experience across all touch points.
• Think big picture and, over time, make recommendations on how to scale out the team beyond simply customer support.

Qualifications

About You

The ideal candidate has 5+ years of experience in support, support operations or customer facing roles, and 3+ years leading support/professional services or customer success teams in SaaS environments.

You should also have:

• Bachelor\'s degree or equivalent experience.
• Proven track record in developing data-driven support strategies, optimizing workflows, and driving process improvements.
• Previous experience/exposure to Customer Success, Technical Support and/or Professional services teams.
• Advanced proficiency with support tools like Salesforce, Zendesk or comparable help desk and CRM solutions.
• Strong leadership skills with experience in building, developing, and inspiring high-performing teams.
• Excellent written and verbal communication skills, with the ability to convey complex ideas clearly and concisely.
• Strong organizational skills, with a focus on building internal documentation and guides that scale with the team\'s growth.

Additional Information

We strongly encourage candidates of all different backgrounds and identities to apply. Each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company. Rewind is committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career.

Our package includes:

• employee stock options
• health benefits
• 3 weeks vacation
• 7 life leave days
• 2 Level Up days for professional development
• 1 volunteer day
• Summer hours (off every other Friday from June - September) and office closed during the holiday break (Dec 25 - Jan 1st)
• 4 week sabbatical after 4 years with us
• paid parental leave
• $5000/year professional development allowance (you can take courses, buy books, attend conferences, cover certifications, etc) and free Udemy courses
• $1000/year wellness/home office allowance

Rewind Software