Jobgether Partner Company · Canada
About the Role
This role leads a high-impact Tier 1 Support organization within a fast-paced, omnichannel SaaS and healthcare technology environment. You will be responsible for shaping strategy, performance, and operational excellence across phone, email, chat, and AI-enabled support channels.
What You Will Do
Lead and scale a high-performing Tier 1 Support organization across multiple channels including phone, email, chat, self-service, and AI-assisted tools, ensuring consistent service quality and operational excellence.
Manage and coach support leaders while defining performance expectations, operational rhythms, and development plans to strengthen engagement, accountability, and retention.
Oversee omnichannel customer experience delivery, ensuring service levels are met while continuously improving responsiveness, efficiency, and customer satisfaction.
Drive optimization of workflows, processes, and automation initiatives to enhance support efficiency and improve AI containment and self-service effectiveness.
Champion AI-first transformation initiatives, integrating intelligent support tools, proactive support models, and scalable automation strategies.
Use analytics, QA insights, and customer feedback to identify gaps, improve performance, and influence strategic operational improvements.