Director of Customer Support, Tucows
$148.1-164.6k
The base salary range is only applicable for US residents; for Canadian residents the base salary is $143,820 - $159,800 CAD
Keeping the internet open and connected
Job no longer available
Keeping the internet open and connected
501-1000 employees
Job no longer available
$148.1-164.6k
The base salary range is only applicable for US residents; for Canadian residents the base salary is $143,820 - $159,800 CAD
501-1000 employees
Company mission
To make the Internet Better by helping people access the open Internet, narrowing the digital divide, and supporting fairness and equality.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
Our take
Tucows had dedicated itself, and its subsidiaries, to ensuring the internet stays open, accessible, and connected. The company is made up of three subsidiaries, Tucows Domains (the world’s second-largest domain registrar and reseller), Ting Internet (high-speed fiber internet provider), and Wavelo (telecom SaaS for CSPs).
Tucows’ technology supports hundreds of thousands of companies around the globe, as such, the company has seen substantial growth over the last few years, rapidly expanding operations into new markets in conjunction with the optimization and development of its award-winning services. The company announced a $40 million buyback program of its common stock which ran from February 2023 to February 2024. It hopes to see its growth continue to flourish over the coming years, and it seems well set to do so.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Flexible work hours and an asynchronous approach
- Remote-first
- "Distributed Workplace Bonus"
- Health, vision, dental benefits
- Annual Flexible Health Spending and Lifestyle Spending dollars
- Learning and development programs with a flexible, annual learning reimbursement fund
- Mental health benefits
- Employee resource groups
- Family/fertility planning support, parental and adoptive leave
- Three weeks of leave, plenty of personal days, and annual paid gratitude days over the holiday season
- Stock options
- Retirement savings plan contributions
Company values
- The Internet - The Open Internet is an agent for positive change. It belongs to everyone and no one. We will help it to resist all attempts at ownership
- Innovation - We see and celebrate innovation and creativity in every employee, customer and partner we work with. We try stuff and we capitalize
- Simplicity - We’re building things for people, not for machines. We choose simplicity over complexity every time
- We > Me - We are a mix of people working together to solve problems big and small. Together, we’re stronger, smarter and better. We beats me
Company HQ
Liberty Village, Toronto, ON
Articles
Leadership
Elliot Noss
(President & CEO, not founder)Current CEO of Ting, Tucows' high-speed fiber internet service subsidiary. They are also involved in ICANN, to promote and protect an Open Internet around the world.
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