Global Head of Support

7 months ago

Kanata, Canada Solink Full time

**Global Head of Customer Support**

A job at Solink means working with an amazing team and tackling one of the biggest data problems out there. We are venture-backed and focus on continuous execution to delight our customers. We have a creative and collaborative work environment, and all of our employees have meaningful equity in the company.

**_ A bit about the role _**

As the Global Head of Customer Support at Solink, you will play a crucial role in shaping the future of our customer support operations and overall customer experience. This strategic position is designed for a leader who is passionate about creating exceptional customer experiences and driving operational excellence on a global scale. Your leadership will ensure that our support team not only meets but exceeds our customers' expectations, contributing significantly to the overall success of Solink.

**WHO YOU ARE**:

- You have proven experience in a senior customer support role (manager and above), with a track record of successfully leading and scaling support operations on a global scale.
- You are a strong strategic thinker with exceptional leadership skills, with the ability to inspire and motivate a diverse team.
- You strategically think about scaling - and planning for it, hold the team accountable to executing to the bigger picture / longer vision.
- You have excellent communication and interpersonal skills, capable of building strong relationships across all levels of the organization and with customers.
- You have implemented successfully and have in-depth knowledge of customer support technologies and best practices.
- You have the ability to analyze data, identify trends, and make data-driven decisions to improve customer support performance and customer satisfaction.
- You have experience in working closely with Product/Engineering and Customer Success teams to enhance product quality and customer experience.

**SECURITY REQUIREMENTS**:

- Be a Canadian Citizen (dual citizens included), or eligible to work in Canada;
- Be willing to comply with Solink’s own security policies and standards.

**WHAT WILL YOU DO?**
- Develop and execute a global customer support strategy that aligns with Solink's business objectives and growth plans.
- Lead and scale the customer support team across different regions, ensuring a consistent and high-quality support experience for all Solink customers worldwide.
- Implement best practices in customer support operations, including but not limited to, ticket handling, response time optimization, customer satisfaction tracking, and support channel diversification.
- Collaborate with the Product and Engineering teams to identify and address the root causes of customer issues, driving continuous product improvement.
- Establish and monitor key performance indicators (KPIs) for the customer support function, setting ambitious yet achievable targets to drive team performance and customer satisfaction.
- Foster a culture of continuous learning and development within the team, providing opportunities for skill enhancement and career growth.
- Serve as a voice of the customer within Solink, ensuring customer feedback is effectively communicated to relevant teams and incorporated into product development and service improvement initiatives.

**WHAT IS SOLINK?**

Solink is transforming conventional data into ‘smart’ data. Solink connects and synchronizes brick-and-mortar business systems like video + Point of Sale data, to create insight into loss prevention, security, and operations issues. We find new and powerful ways for businesses to get real value from the data and footage created daily by their standard systems.

We’re one of Ottawa’s fastest-growing companies. We're not just a tech and security company - we are rapidly evolving the way that we use and think about video security, data analytics, and technology. We're enhancing the status quo to positively impact clients and customers' businesses.

We’re on a steep growth trajectory, which means lots to do, lots to learn, and lots to experience What an exciting adventure ahead - and our Solinkians make the greatest travel companions

Solink thrives because of our team; we know that in our business and in our daily work, people make all the difference. We’re looking for people who are driven by curiosity, hungry to innovate, and striving to make an impact.

**WHY WORK AT SOLINK?**

Working with us means you’ll be working for a company that values your input and allows you to bring your ideas to life. We offer a collaborative, creative, supportive work environment with a culture that is undeniably fun

All that - PLUS we offer..
- Flexibility in your chosen hours of work by helping you get "stuff" done (encourages that work-life balance);
- Opportunities for growth based on merit, skill, and initiative;
- Friendly, welcoming, and team-oriented atmosphere that fosters collaboration;
- A creative and innovative environment that mentors s

  • Head of Business Development

    5 days ago

    Kanata, Canada Syntronic Full time

    Are you ready to be part of a leading global engineering design house specializing in the design and development of embedded software/hardware, electronics, and electro-mechanics? **What we’re looking for** - An energetic, enthusiastic team player who takes pride in their work - Someone looking to be part of a fast growing and dynamic global...

  • Concierge/receptionist

    7 months ago

    Kanata, Canada SPS Global Full time

    **Come explore the Power of Possibility with a career at SPS!** We have an excellent opportunity for an experienced **Conierge/Receptionist** to come grow with our team in **Kanata, ON**! This full-time position is ideal for someone with 1+ years of relevant experience looking for a stable place to work, learn, and develop. We are a cross functional...

  • IT Support Technician

    1 week ago

    Kanata, Canada HCL Technologies Full time

    Do your friends and family call you for IT help? Do you have great customer service skills? HCL America is looking for individuals for our expanding team to provide world class customer service support at our Ottawa location and at user's desks to assist with their IT needs. **About HCL** HCL Technologies is a next-generation global technology company...

  • Marketing Coordinator for The Americas

    22 hours ago

    Kanata, Canada Raytec Systems Inc. Full time

    **Job Description - Marketing Co-ordinator for the Americas** **PURPOSE OF THE JOB**: - Manage the Americas marketing effort in conjunction with Raytec global team - Head office position located in Ottawa, Ontario - Support sales and marketing efforts in the assigned territories: USA, Canada & Latin America - Drive and maintain sales opportunity pipeline...

  • IT Support Specialist

    7 months ago

    Kanata, Canada Satcom Direct Full time

    **Company Overview**: Satcom Direct (SD) provides global connectivity solutions for business and general aviation, military, government, and land mobile services. Since 1997, SD has worked to solve the unsolvable and advance the technology of connectivity through our industry-leading hardware and flight operations software. Our company culture is based on...

  • IT Support Specialist

    3 days ago

    Kanata, Canada Satcom Direct Full time

    **Company Overview**: Satcom Direct (SD) provides global connectivity solutions for business and general aviation, military, government, and land mobile services. Since 1997, SD has worked to solve the unsolvable and advance the technology of connectivity through our industry-leading hardware and flight operations software. Our company culture is based on...

  • Support Supervisor

    7 months ago

    Kanata, Canada Tory Burch Full time

    This Role is Tailor-Made For You Because: You are a flexible individual who is comfortable multi-tasking in a fast-paced environment with constantly changing priorities, supporting front of the house and back of the house operations. You’re also resourceful and collaborative, highly motivated and efficient. A sense of humor is a plus! A Day In The...

  • Support Supervisor

    3 months ago

    Kanata, Canada Tory Burch Full time

    This Role is Tailor-Made For You Because: You are a flexible individual who is comfortable multi-tasking in a fast-paced environment with constantly changing priorities, supporting front of the house and back of the house operations. You’re also resourceful and collaborative, highly motivated and efficient. A sense of humor is a plus! A Day In The...

  • Tier 1 Support Specialist

    2 weeks ago

    Kanata, Canada Evidence Partners, Inc. Full time

    **Job Title**: Tier 1 Support Specialist **Department**:Customer Support **Reports to**: Henry Ebron, Global Support **Term**:Full-Time Continuing **Location**:Hybrid/Remote Evidence Partners® Inc. is the market leader in AI-enabled literature review automation software and creator of DistillerSR. Literature reviews are the cornerstone of...

  • Bilingual Technical Support

    1 week ago

    Kanata, Canada DXC Technology Full time

    **This role is remote living in Ontario, Canada** **Our DXC Modern Workplace services enables customers' employees** to easily find, understand and engage with IT and their colleagues anytime, anywhere and on any device. We empower a personalized experience that enables employees to work seamlessly and securely. **-Must be bilingual: English & French...

  • HR Contractor

    7 months ago

    Kanata, Canada Satcom Direct Full time

    **Company Overview**: Satcom Direct (SD) provides global connectivity solutions for business and general aviation, military, government, and land mobile services. Since 1997, SD has worked to solve the unsolvable and advance the technology of connectivity through our industry-leading hardware and flight operations software. Our company culture is based on...

  • Head Line Cook

    7 months ago

    Kanata, Canada Baton Rouge Grillhouse and Bar Kanata Full time

    At Baton Rouge, our mission is to create exceptional guest experiences by surpassing expectations in terms of quality, value, and service every single day. We're currently seeking a highly experienced and proficient line cook to join our dynamic team. Our restaurant operates at a high-volume pace, and we're looking for a strong leader who can thrive in such...

  • Kitchen Service Supervisor Trainee

    7 months ago

    Kanata, Canada T&T Supermarket Full time

    Company Introduction: T&T Supermarket Inc. was founded in 1993 with two stores in BC. Since then, it has expanded rapidly and is now Canada’s largest Asian supermarket chain with 31 stores across the country: 13 in BC, 7 in Alberta, 10 in Ontario, and 1 in Quebec. The Company’s continuous expansion is going to bring more new stores in the next couple of...

  • Personal Support Worker

    3 days ago

    Kanata, Canada SE Health Full time

    **We are currently hiring Part-Time Evening Personal Support Worker (PSW) to work in a Retirement Home** **Location: Red Oaks Retirement Home, Kanata** **Make an Impact on People’s Lives; Join SE Health as a PSW!** **About Us**: At SE, we love what we do. Every day, we bring hope and happiness to clients, homes, and communities across Canada. We treat...

  • Sales and Marketing Coordinator

    7 days ago

    Kanata, Canada Raytec Systems Inc. Full time

    **Sales & Marketing Co-ordinator** **JOB TITLE**: Sales & Marketing Co-ordinator **PURPOSE OF THE JOB**: - Head office position located in Ottawa, Ontario - Support sales and marketing efforts in the assigned territories: USA, Canada & Latin America - Articulate the Raytec message and drive brand awareness through engagement and training - Provide support...

  • Bilingual Technical Recruiter

    2 months ago

    Kanata, Canada Syntronic Full time

    Are you ready to be part of a leading global engineering design house specializing in the design and development of embedded software/hardware, electronics, and electro-mechanics? **What we’re looking for** - An energetic, enthusiastic team player who takes pride in their work - Someone looking to be part of a fast growing and dynamic global...

  • Meat Supervisor Trainee

    7 months ago

    Kanata, Canada T&T Supermarket Full time

    Company Introduction: T&T Supermarket Inc. was founded in 1993 with two stores in BC. Since then, it has expanded rapidly and is now Canada’s largest Asian supermarket chain with 31 stores across the country: 13 in BC, 7 in Alberta, 10 in Ontario, and 1 in Quebec. The Company’s continuous expansion is going to bring more new stores in the next couple of...

  • Support Logistics Coordinator

    3 months ago

    Kanata, Canada Solink Full time

    **Support Logistics Coordinator** A job at Solink means working with an amazing team and tackling one of the biggest data problems out there. We are venture backed and focus on continuous execution to delight our customers. We have a creative and collaborative work environment, and all of our employees have meaningful equity in the company. **_ A bit about...

  • IT Support Specialist Systems and Network

    7 months ago

    Kanata, Canada IT link Full time

    **L’ESSENTIEL**: - Contract- Services- Partially eligible for teleworking- Kanata**COMPÉTENCES**: Systems Administration Support Network **PROFIL**: Bachelor > 2 years *** **À PROPOS**: What if your next challenge would allow you to develop technological solutions and services that give sense to your action and meet the great challenges of our...

  • IT Support Specialist Systems and Network

    7 months ago

    Kanata, Canada IT link Full time

    **L’ESSENTIEL**: - Contract- Services- Not eligible for teleworking- Kanata**COMPÉTENCES**: Systems Administration Support Network **PROFIL**: Bachelor > 2 years *** **À PROPOS**: What if your next challenge would allow you to develop technological solutions and services that give sense to your action and meet the great challenges of our time and...