Director of Customer Operations
Job Description
Description
Get AI-powered advice on this job and more exclusive features.
About Us
Soutron Global is a B2B SaaS company transforming how archives, libraries, cultural institutions, and corporate enterprises manage information, objects, and digital collections—at the very heart of their organizations. We serve organizations across multiple industry sectors worldwide, helping them preserve history, unlock knowledge, and deliver impact.
Director, Customer Operations
Location: Remote
Department: Customer Success & Services
Reports to: Executive Leadership
Role Overview
The Director of Customer Operations will lead our global customer support and professional services functions , ensuring clients receive outstanding service and achieve rapid, measurable outcomes with our solutions. This leader will be responsible for driving customer satisfaction, ensuring SLA compliance, reducing time-to-revenue through faster implementations, and building a scalable services organization that delivers long-term value.
This is a high-impact leadership role that requires operational expertise, customer empathy, and a track record of building world-class customer-facing service teams in B2B SaaS.
Key Responsibilities
- Customer Support Leadership
- Build and scale a global support function that ensures timely, high-quality resolution of customer issues
- Implement tiered support models, knowledge bases, and self-service options to improve responsiveness and efficiency
- Monitor and improve support metrics (first response time, resolution time, SLA adherence, CSAT)
- Professional Services & Implementations
- Establish and lead a services team focused on onboarding, implementation, training, and consulting
- Develop repeatable implementation playbooks to shorten time-to-value for new customers
- Partner with Sales and Product teams to ensure seamless handoffs and successful deployments
- Customer Satisfaction
- Own customer satisfaction metrics (CSAT, NPS, health scores) and implement initiatives to improve results
- Create escalation and advocacy programs to ensure critical issues are resolved quickly and effectively
- Operational Excellence
- Define and enforce SLA policies across support and services functions
- Implement data-driven reporting and dashboards to track team performance and customer health
- Continuously refine processes, tools, and methodologies to drive efficiency and predictability
- Leadership & Team Development
- Recruit, mentor, and scale high-performing support and services teams
- Foster a customer-first culture of accountability, empathy, and continuous improvement
- Serve as the executive sponsor for strategic customers when escalations arise
Required Experience & Skills
- 10+ years in customer support, professional services, or operations leadership within a B2B SaaS company
- Proven ability to build and scale support and services teams that improve customer satisfaction and retention
- Demonstrated success in improving SLA compliance, support KPIs, and implementation timelines
- Strong leadership and communication skills; able to influence at all levels, including executive stakeholders
- Experience implementing modern support platforms, CRM, and customer success tools
- Data-driven, with the ability to translate insights into measurable process improvements
- Comfortable leading in a fully remote, global environment
Powered by JazzHR
FOcwiKf6Tx
Seniority level
- Director
Employment type
- Full-time
Job function
- Other
Industries
- Internet Publishing
Referrals increase your chances of interviewing at Bloom Equity Partners by 2x
Get notified about new Director Customer Operations jobs in Ontario, Canada .
Toronto, Ontario, Canada $180,000.00-$215,000.00 9 hours ago
#J-18808-Ljbffr
Company
Bloom Equity Partners
Location
, ON, Canada
Country
Canada
Salary
100.000
URL