Director, Customer Support Escalation Center (Contract - until August 2027)

ABOUT THE ROLE We are seeking a seasoned Director, Customer Support Escalation Center to lead the development and execution of a comprehensive, customer-first strategy for Hootsuite's Global Customer Support Escalation Center. As a key member of the Customer Support leadership team, you will be responsible for planning, organizing, and monitoring the service levels delivered by the escalation center, driving continuous service improvements, and enhancing Hootsuite's ability to effectively service its customers. WHAT YOU'LL DO As Director, Customer Support Escalation Center, you will be accountable for: - Developing strategies to enhance performance and foster alignment of objectives within the Customer Support Escalation Center, including overseeing global bug and incident management processes and advanced technical support. - Establishing and operationalizing high levels of customer service standards, developing and implementing systems, processes, and people to consistently deliver services aligned with organizational strategies and KPIs. - Building robust cross-functional connections among the Customer Office, Revenue, Product, and Development leadership to tackle intricate escalated bugs and incidents, eliminate customer pain points, and suggest methods for alleviating customer experience issues. - Hiring, leading, and developing a team of high-performing, customer-first-focused leaders and escalation specialists through coaching, mentorship, and continuous learning. - Establishing and maintaining high standards of security, reliability, scalability, performance, and quality in all Escalation Center standard operating procedures. WHAT YOU'LL NEED To be successful in this role, you will require: - Extensive years of experience in technical, product, or operational support, preferably in a SaaS environment, with at least 8 years of leadership experience managing multi-site, geographically dispersed teams. - Understanding of product and software development processes and workflows. - Proficiency with Salesforce Service Cloud (preferred) and experience with Jira, Confluence, browser dev tools, and application logs (Sumologic an asset). - Demonstrated ability to evaluate team performance and drive continuous improvement, including leveraging AI tools to advance efficiency and operational gains. - Strong stakeholder influence and interpersonal skills across cross-functional partners. - Accountability, collaboration, process/project management, decision-making, and priority-setting skills. WHY REMOTE As part of Hootsuite's distributed workforce strategy, this role offers a flexible work arrangement that allows for a hybrid model. This means you will have the flexibility to work from anywhere while still being part of a collaborative and dynamic team. BENEFITS This contract role offers a competitive salary and benefits package, including a comprehensive health plan, parental leave, education stipend, life insurance, equipment stipend, and flexible schedule.