Vice President of Customer Support

4 weeks ago

Canada Push Operations Full time
About Us:

The Company:

Push is an all-in-one platform that helps businesses grow and scale their companies by simplifying HR, payroll, time tracking, and scheduling. Our purpose is to help our customers free up their time by making people management ridiculously easy, so they can focus on their passion. Our customer base includes some of the biggest brands, such as Earls Restaurant, Cactus Club, Denny's and more.

The Team:*

We're a group of dog-loving and game-playing people who place a high priority on competence and efficiency, but an even higher stock of personable and positive individuals that mesh with our culture and are willing to grow with us. As part of our rapidly growing team, you will play an important and unique role in working towards our mission to create the best people management system for our customers so they can spend more time doing what they love.

Role Overview:

As the VP of Customer Support, you will be responsible for building, leading, and scaling a world-class support organization that delivers an exceptional customer experience. You will ensure our support operations are efficient, proactive, and aligned with our company's commitment to automation, operational excellence, and customer satisfaction. You will drive initiatives to optimize customer interactions, reduce friction, and maximize retention through seamless service delivery.

Key Responsibilities:

- Develop and execute a strategic vision for customer support that aligns with company goals and enhances operational efficiency.
- Lead, mentor, and scale a high-performing customer support team across multiple regions and channels.
- Implement automation, AI-driven solutions, and self-service tools to improve resolution times and customer experience.
- Optimize support processes and workflows to ensure seamless issue resolution and proactive customer engagement.
- Collaborate cross-functionally with Product, Engineering, Sales, and Customer Success teams to identify pain points and drive improvements.
- Establish and monitor key performance indicators (KPIs) such as customer satisfaction (CSAT), Net Promoter Score (NPS), first-response time, resolution time, and churn rate.
- Own and enhance escalation management processes to effectively handle critical customer issues.
- Champion a customer-first culture, ensuring every interaction enhances loyalty and retention.
- Oversee the implementation and continuous improvement of CRM and support tools to streamline operations and drive insights.
- Stay ahead of industry trends and best practices in customer support, automation, and SaaS operations.

Qualifications & Experience:

- 5+ years of experience in customer support leadership roles, preferably in a SaaS, HRTech, or PayrollTech environment.
- Proven track record of scaling and managing global customer support teams.
- Strong expertise in automation, AI-powered support solutions, and self-service capabilities.
- Deep understanding of customer success metrics, analytics, and data-driven decision-making.
- Experience working cross-functionally to drive process improvements and customer advocacy.
- Strong leadership, communication, and strategic thinking skills.
- Familiarity with customer support platforms such as Zendesk, Salesforce Service Cloud, Intercom, or similar.
- Passion for operational efficiency and delivering a seamless customer experience.

Why Join Us?

- Be part of an innovative, fast-growing company revolutionizing workforce and payroll management.
- Lead a high-impact function that directly influences customer satisfaction and retention.
- Work in a collaborative, technology-driven environment that values automation and efficiency.
- Competitive compensation, benefits, and opportunities for professional growth.

If you are a customer-centric leader passionate about leveraging technology to enhance support operations and deliver outstanding experiences, we'd love to hear from you

Apply Today

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