Director, Customer Service

1 Month ago • All levels

Job Summary

Job Description

As the Director of Customer Service at Resolver, you will oversee the strategic direction and enhancement of the organization's customer-facing systems. Your responsibilities include leading the Support Team, optimizing operational efficiency, and driving continuous improvement. You will identify and implement technological advancements to improve customer support and will also lead the adoption of new apps and software. You will also manage the Application Support team, set objectives, and mentor team members. This role requires strategic planning, process optimization, and data-driven decision-making to enhance customer satisfaction. You will collaborate with other departments and manage escalations.

Must have:

Experience in customer service leadership, ideally in SaaS.
Bachelor's degree in a related field is required.
Proven experience in managing high-performing teams.
Strong strategic and operational expertise is required.
Exceptional written and verbal communication skills.

Perks:

Health and Wellness Benefits (100% paid)
Professional development budget is provided.
Unlimited Vacation
Best-in-class top-up for new parents
RRSP matching up to 2.5%
Flexibility and trust

15 skills required

15 skills required for this role

Add these skills to join the top 1% applicants for this job

excel

communication

leadership

budget-management

cross-functional-collaboration

customer-centric

innovation

resource-allocation

risk-management

resource-planning

cross-functional

timeline-management

saas-business-models

talent-acquisition

team-management

Job Details

Resolver operates as a hybrid workforce where you can choose to work at home, in the office, or a mix of both. We're looking for someone in Toronto, who would ideally be able to come hang with us in real life at least once a week!

As Resolvers Director, Customer Service you'll be responsible for the strategic oversight and optimization of the organization's customer-facing technical and information systems, with a strong emphasis on enhancing customer satisfaction and experience. In this leadership role, the Director leads the Support Team, driving operational efficiency, resource allocation, and continuous improvement initiatives. The Director also identifies and implements necessary technological advancements to meet evolving customer support needs, ensuring the team has the tools and training required to excel. Additionally, the Director plays a critical role in leading the adoption of new apps and software, providing guidance and education to the support team in preparation for upcoming feature releases and ensuring seamless customer interactions.

About Resolver:

Resolver is a high-growth SaaS company whose intuitive, no-code platform gives our customers a clear picture of their risks so they can make quick and effective decisions. As a part of the Resolver team, your work will help transform risk management to risk intelligence so organizations can protect people and assets and deliver on their purpose.

We are ambitious in both our mission and our culture. As a business within Kroll, we offer an innovative, non-hierarchical work environment blended with the stability and financial security of an enterprise. Resolver has also been named one of Canada’s Great Places to Work six years in a row!

Your day to day - let's break it down!:

Team Management (60%)

Lead the Application Support team, setting clear objectives and facilitating the achievement of team OKRs
Provide up-training opportunities to empower the team and strengthen their skill sets, contributing to the creation of a best-in-class support operation
Partner with the Director of Support to establish and execute continuous improvement initiatives, ensuring operational excellence and customer satisfaction.
Motivate and engage the team to go beyond performance expectations, driving high levels of morale and productivity
Maintain up to date development goals for each team member and conduct monthly 1:1 meeting to provide guidance and feedback.
Mentor and coach team members to help them achieve key results and develop in their roles
Work closely with individual team members to create personalized learning and career development plans, advancing their skills and fostering growth within the company.

Operational & Strategic Focus (40%)

Strategic Oversight & Planning: Collaborate with senior leadership to align customer service objectives with company-wide goals. Ensure the department’s initiatives support the organization’s vision, scaling customer service capabilities as the company grows.
Process Optimization & Technology Advancements: Identify opportunities for operational efficiencies and innovation in customer support workflows. Evaluate and implement new tools and technologies that enhance the team’s ability to deliver exceptional customer service, ensuring all processes are scalable and future-proof.
Data-Driven Decision Making: Utilize data and customer feedback to analyze trends, identify root causes of recurring issues, and develop strategies to reduce customer friction and improve satisfaction. Ensure key performance indicators (KPIs) and service-level agreements (SLAs) are met or exceeded.
Cross-Functional Collaboration: Partner with Product, Engineering, and other departments to ensure seamless customer experiences. Provide feedback on product performance, report emerging customer issues, and contribute to feature improvements and service enhancements.
Escalation & Critical Issue Management: Oversee high-priority escalations, ensuring that complex or sensitive customer issues are resolved promptly and to the customer’s satisfaction. Use these opportunities to drive improvements in processes and train the team in handling challenging cases.

What you will bring:

Extensive Experience in a customer service, support, or technical operations leadership role, ideally within a B2B SaaS or technology company.
Bachelor’s Degree in a related field (e.g., Business Administration, Computer Science, Engineering) – an advanced degree is a plus.
Proven Leadership Experience in managing and developing high-performing teams, with a focus on coaching, mentoring, and achieving team success.
Strong Strategic & Operational Expertise with a track record of implementing scalable processes, technology solutions, and continuous improvement initiatives.
Exceptional Communication Skills (both written and verbal), with the ability to influence at all levels of the organization.
Deep Knowledge of SaaS/Software Industry trends, customer service tools, and best practices for driving customer satisfaction and loyalty.
Experience in Cross-Functional Collaboration, working closely with product, engineering, and other departments to drive customer-centric solutions.
Data-Driven Decision Making – Strong analytical skills to assess KPIs, derive insights, and inform business strategies.
Experience with Advanced Customer Support Technologies (e.g., CRM systems, AI-driven support tools, ticketing platforms)

What we’ll give you in return

Resolver is one of Canada's Great Workplaces. Culture isn't just something we write about (although we do), we live our values and challenge each other to be our best selves. We invest in Resolverites who will grow with us. We have a comprehensive rewards package to show our team our appreciation for everything they do:

Health and Wellness Benefits: 100% paid by us for health, dental & vision from day one.
Professional development: we have an external learning budget to help you grow and develop. We host a learning workshop about every 6 weeks on topics like Time Management, Self-Awareness and Giving Feedback; we also have e-learning to meet the needs of our remote team. We offer a Career Development Program to help you identify and build your skillsets for internal growth opportunities and beyond. We also have a Coaching Program for all our managers. We know how important it is to have a good boss, so we invest in their development.
Vacation: it's open, which means we don't worry about an accrual clock. On average, we see most folks enjoying between 3-4 weeks off a year.
Parental leave: Best-in-class top-up for new parents - 100% for 15 weeks new parents and a bonus 5 weeks for birth mothers.
RRSP: Matching up to 2.5%
Flexibility & trust – While we are remote for now, we enable our team to create a work environment that will set them up for success. We hire adults and we trust you to manage your outcomes. Day-to-day, everyone is given the option to decide whether they want to work remote or in-office depending on the needs of their role.
In the Office – You will have access to snacks and beverages and in-office fun like ping pong, group lunches, karaoke & games. We provide lots of opportunity for team socials too, including the folks who are remote!

Interested?!

If you want to work in a highly collaborative environment and are committed to making a difference, we’d like to meet you. Click below to get the process rolling.

We truly appreciate all interest and will happily reply to qualified candidates.

Resolver is committed to providing accommodations for all persons with disabilities. If at any point in the recruitment process you require accommodation, please notify the applicable recruiter or contact us directly at talent@resolver.com