Director of Client Support

The Director of Support role is an exciting opportunity to lead and transform our client support operations. You’ll use your strategic and analytical skills to enhance service quality while optimizing costs. This role is perfect for someone passionate about improving the customer experience and driving continuous improvements. Your expertise in best-in-class SaaS support practices and people management will be instrumental in propelling our support organization to new heights.

Who are we?

Humi’s mission is to help organizations throughout Canada foster their greatest asset – their employees. Starting with a powerful yet intuitive HR, payroll, benefits, and insurance platform, Humi has established a leadership position as the only company addressing all of these needs in one place. With a potential reach spanning every business in Canada, and a platform that touches every employee at every business that uses it, Humi is reimagining the future of work.

Humi is backed by reputable investors including: Kensington Capital Partners, a firm with over 25 years of investment experience, TELUS Ventures who partners with disruptive, market-transforming companies, Tribe Capital, the same group who funded Slack and Carta. Y-Combinator, the top value-based U.S. accelerator, and several of the world’s leading angel investors.

We hire across Canada and applicants are expected to work remotely!

We are committed to building an inclusive and diverse workforce, representative of the communities we serve and beyond. We encourage, and are pleased to consider, applications from Indigenous peoples, racialized persons/persons of colour, women, persons with disabilities, LGBTQ2S+ persons, and others who contribute towards promoting innovative ideas and solutions.

What you'll be doing as a Director of Support

• Your job will break down in to the following categories:

Strategic Leadership:

• Develop and implement a strategic vision for the client support function that aligns with the company’s overall objectives.
• Lead, mentor, and develop a high-performing support team, fostering a culture of excellence and continuous improvement.

Data-Driven Decision Making:

• Use support data to monitor performance and drive improvements in cost efficiency, ticket deflection, and proactive support.
• Implement and maintain KPIs to track and assess support effectiveness, using insights to predict and address challenges.

Cost of Service Optimization and Scalability:

• Analyze and manage the cost of delivering support services, identifying opportunities to optimize expenses without compromising quality.
• Implement scalable support structures and processes to accommodate business growth and increased client demand

Technology and Tools Management:

• Oversee and optimize the use of Zendesk to enhance support operations and self-service capabilities.

What we are looking for in a Director of Client Support:

• Strong analytical skills with experience in data analysis, reporting, and metrics-driven decision making.
• Strong problem-solving abilities and a proactive approach to identifying and addressing issues.
• Proven experience in managing the cost of service and implementing cost-saving initiatives.
• Excellent leadership mentoring and developing high-performing teams, communication, and interpersonal skills.
• Experience in implementing scalable support structures and processes to accommodate rapid business growth.
• Strong interpersonal skills and ability to build rapport and trust with diverse stakeholders, including customers, colleagues, and senior executives.
• Excellent communication skills, both verbal and written, with the ability to articulate complex concepts and ideas in a clear and concise manner.

Nice to haves:

• Proficiency in Zendesk, Pendo, Tableau, with experience in implementing and managing NLP bots.
• Experience building a Self Serve support model
• Experience in finance, payroll, group benefits, insurance and/or accounting
• Experience in leading SaaS support teams within tech startups in fast-paced, high-growth environments
• If you got this far in the job description and still want to apply, please add Humi's address as a part of one an answer to any the application questions. Detail orientation is very important in this role!

Why Join Humi?

• As a team that services the HR world, we are a team that understands you perform best in an environment that cares about their employees
• Be part of a high performing team of critical thinkers that thrive on problem solving
• Access leadership and growth opportunities as the company rapidly scales
• Maintain work-life engagement with flex hours and our Long(er) weekends initiative
• Opportunity to work fully remote

$110,000 - $160,000 a year

*we are open to considering different levels for this position such as Associate Director, and compensation will be adjusted accordingly*

At Humi, we are dedicated to fostering a diverse, equitable, and inclusive work environment where everyone feels a sense of belonging. We want you to know that you're welcome here, no matter who you are. Indigenous peoples, racialized persons/persons of colour, women, persons with disabilities, LGBTQ2S+ persons, and others – we're excited to hear from you. Even if you don't check every box on the requirements list, don't sweat it – we believe in potential over perfection! Need any interview accommodations? We're happy to help! Get in touch and let's chat.