Director of Customer Support, Canary Technologies

• A seasoned leader, you understand the essence of stellar customer support and have the acumen to oversee it
• You’re adept at steering teams and optimizing processes in a dynamic environment
• Adept at interpreting data to shape strategies, you prioritize the customer experience, and leverage every touchpoint to enhance it
• Your multifaceted skills make you the torchbearer of our support vision
• BA/BS degree
• 5+ years of leadership experience in Customer Support or Customer Success in a tech/SaaS environment
• Proven track record of driving customer satisfaction and operational efficiencies
• Strong analytical, problem-solving, and decision-making skills
• Expertise with Help Desk systems like Zendesk, Freshdesk, etc
• Familiarity with Salesforce and collaboration software (Slack, Asana, etc.)
• Exceptional interpersonal skills
• Ability to inspire and lead teams

• As the Director of Customer Support, you'll be at the helm of the Customer Operations sector and report directly to one of the co-founders
• As Canary evolves, you'll ensure that our customer support remains robust, efficient, and keeps pace with our trajectory
• In this pivotal role, you'll strategize, oversee, and refine the mechanisms of our support function
• Lead, mentor, and expand the Customer Support team, fostering a culture of excellence
• Set clear objectives and KPIs for the team, ensuring alignment with our company's strategic goals
• Collaborate closely with other departments, especially Product and Engineering, to streamline product improvements based on customer feedback
• Develop and roll out scalable support processes and tools to elevate customer satisfaction and retention
• Analyze support metrics and trends, driving continuous improvements and solutions
• Represent the voice of the customer at the executive level, ensuring that their needs and concerns shape our offerings and strategies
• Evaluate and implement technology solutions like Help Desk systems, ensuring seamless integration and effectiveness

• Our health insurance has you covered on day 1
• Flexible working hours
• Training and career development
• Regular team building events
• A travel stipend for when you stay at Canary hotels
• Internal promotions from within the team
• Kitchen stocked with fruit, snacks, coffee, and more
• We're a diverse and global team

Total funding: $95.2m

Embracing the modern era, Canary Technologies is dedicated to revolutionizing the hotel industry through digital transformation. Pioneering the field with its mobile web-based Guest Management System and Digital Authorization solutions, Canary aims to rid hotels of outdated technology, enhancing revenue streams by boosting staff productivity and delivering superior guest experiences.