Saas Customer Support Lead

7 days ago

Montréal, Canada Apcurium Full time

**Customer Support Lead - SaaS Logistics Platform**
**Location**: Remote (Canada Preferred)
**Company**: Dispatch Science

**About Dispatch Science**
Dispatch Science is making the boring... extraordinary We’re a modern, cloud-based delivery management software that empowers carriers and shippers to thrive in the fast-paced, on-demand world of logistics. Leveraging cutting-edge algorithms, mobile technology, and user-focused design, we’ve reimagined the delivery experience from end to end—consumer to driver and everyone in between.

We're now looking for a **Customer Support Lead** to take ownership of our support operations and elevate the experience we provide to our clients across North America and beyond. If you're passionate about building high-performing teams, optimizing support processes, and making customers successful with SaaS technology, we want to hear from you.

**About the Role**

As the **Customer Support Lead**, you’ll be the cornerstone of our customer support function—leading day-to-day support operations, mentoring team members, and driving process improvements. You’ll play a critical role in ensuring clients receive fast, high-quality responses and long-term solutions that help them succeed with our logistics SaaS platform. You'll also serve as the key liaison between support, product, and engineering teams to surface trends and proactively solve recurring issues.

**Responsibilities**
- Providing remote technical support to clients, while ensuring a stellar client experience
- Lead and continuously improve the customer support function for our SaaS logistics platform
- Manage incoming client requests, ensuring timely and effective resolution through proper prioritization and escalation
- Design and refine support workflows, documentation, and SLAs to improve efficiency and customer satisfaction
- Collaborate with engineering and product teams to troubleshoot issues, identify root causes, and advocate for product improvements
- Coach and mentor support team members, providing guidance and technical training where needed
- Own and enhance our knowledge base and technical documentation for clients
- Monitor key support metrics (response time, resolution time, CSAT) and report on trends and performance
- Occasionally assist with after-hours client needs (on rotation), ensuring business continuity 7 days a week

**Qualifications**
- Exceptional communication skills—able to simplify technical issues for non-technical users
- Strong technical troubleshooting skills with exposure to APIs, Azure, and SQL
- Proven track record of managing or improving ticketing workflows (Freshdesk, Jira or similar)
- Strong organisational and time-management skills with the ability to manage multiple priorities
- Client-centric mindset with a proactive, detail-oriented approach
- Fluent in written and spoken English; functional French is an asset

**Nice to Have**
- Background in delivery logistics, transportation, or related high-tech industries
- Hands-on experience with Jira or other issue tracking systems
- Familiarity with customer feedback tools, SLA management, NPS, and support analytics

**Why Join Us?**
- 100% Remote
- Flexible work hours and strong emphasis on life/work balance
- Social benefits and insurance coverage
- Opportunities to grow, learn new technologies, and shape support strategy
- A close-knit, talented team that values innovation and collaboration

**Ready to lead support at the intersection of technology and logistics?

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