Director, Customer Support

(Maternity Leave Contract: Jan - Dec 2025)

Location: Toronto, Ontario (Remote)

Job Overview:

The Director of Customer Support will lead and manage FlipGive’s customer support operations to deliver an exceptional customer experience. This role will oversee an outsourced support team, handle customer escalations, and collaborate with internal teams to ensure customer needs are met efficiently. The ideal candidate will have a technical mindset, enabling them to analyze and solve platform-related issues and understand the product and technology implications on customer experience. This is a maternity leave contract position for the duration of January to December 2025.

Responsibilities:

• Oversee the day-to-day operations of customer support team.
• Monitor team performance and key support metrics such as resolution rates and provide actionable feedback.
• Follow quality assurance protocols and ensure adherence to customer service standards.
• Act as the primary point of contact for customer escalations, ensuring timely and satisfactory resolution.
• Analyze escalation trends and partner with cross-functional teams to address root causes and prevent recurrence.
• Gain a deep understanding of FlipGive’s platform, technology, and product features to troubleshoot and solve customer issues effectively.
• Collaborate with the Product and Technology teams to translate customer feedback and issues into actionable improvements.
• Evaluate the technical implications of customer-reported issues and provide guidance on potential resolutions.
• Partner with Product, Engineering, Marketing, and other internal teams to advocate for the customer and enhance the overall user experience.
• Provide insights to the Product team on recurring issues or feature requests to inform development priorities.
• Work with Marketing to align on customer communication strategies and initiatives.
• Continuously evaluate and improve support workflows, tools, and systems to increase efficiency.
• Implement scalable processes to support growth and handle peak periods.
• Regularly report on support trends, customer feedback, and improvement opportunities to leadership.

Qualifications:

• Proven experience in a leadership role in customer support, preferably in e-commerce, SaaS, or a consumer-facing tech company.
• Strong experience managing outsourced support teams.
• Exceptional communication and problem-solving skills, with the ability to manage customer escalations effectively.
• Technical mindset with the ability to think critically about product and platform implications.
• Experience collaborating across departments and influencing key stakeholders.
• Analytical mindset with a data-driven approach to decision-making and reporting.
• Proficiency in customer support tools such as Intercom.
• Passion for delivering exceptional customer experiences and advocating for the customer.

Nice-to-Have:

• Experience with fundraising, cashback, or rewards platforms.
• Familiarity with loyalty programs or e-commerce trends.