Remote customer service representative supporting global brands for Teleperformance. Handling customer queries, technical troubleshooting, scheduling, and data entry across Canadian provinces.
About the role
- Head of Customer Experience scaling post-sale operations for Roofr’s roofing CRM platform. Leading AI-enabled support, onboarding, retention, and customer journey optimization across a growing SaaS business.
Responsibilities
- Define and execute Roofr’s post-sale Customer Experience strategy
- Lead the Customer Experience team and build a future-focused organization
- Design a scalable customer journey across onboarding, adoption, engagement, support, and retention
- Establish a customer-first culture focused on simplicity, speed, and measurable outcomes
- Provide leadership and/or support across Customer Support, interim Onboarding & Customer Success, and interim Customer Retention
- Develop leaders, organizational capability, operational rhythms, performance metrics, and accountability systems
- Connect customer-facing functions into a cohesive Customer Experience organization
- Champion AI and automation, including AI-enabled support, intelligent ticket routing, automated onboarding, digital education, self-service knowledge management, customer health monitoring, predictive churn identification, and automated customer journeys
- Own and improve retention, GRR, customer health, time to value, product adoption, CSAT, NPS, support SLAs, and resolution time
- Use customer insights and data to identify friction, improve onboarding, increase adoption, and strengthen relationships
- Partner with Product, Engineering, Sales, Marketing, Revenue Operations, and Finance as the voice of the customer
- Translate customer feedback into product, operational, and customer experience improvements
- Develop scalable systems, processes, operating models, dashboards, forecasting models, workforce planning, and operational KPIs
- Map, measure, prioritize, and continuously optimize end-to-end customer journeys
- Establish a unified Customer Experience strategy, journey KPIs, feedback loops, scalable operating processes, and cross-functional partnerships within the first 12 months
Requirements
- 10+ years of experience leading Customer Experience, Customer Success, Customer Operations, or Support organizations within a B2B SaaS company
- 5+ years leading multiple customer-facing functions through managers and senior leaders
- Experience supporting SMB customers in a Product-Led Growth and/or Product-Led Sales environment
- Demonstrated success improving customer retention, customer satisfaction, and operational efficiency
- Experience implementing AI and automation to improve customer outcomes and team productivity
- Strong understanding of onboarding, customer support, customer lifecycle management, and digital customer engagement
- Experience owning or optimizing end-to-end customer journeys across multiple customer-facing functions and touchpoints
- Proven ability to build scalable processes and high-performing teams in high-growth environments
- Strong analytical and data-driven decision-making skills
- Exceptional executive presence and cross-functional leadership
- Experience scaling a Customer Experience organization and innovating to solve problems
- Experience partnering closely with Product and Engineering to improve customer adoption and product usability
- Familiarity with Intercom, Gainsight, Salesforce, HubSpot, Gong, or similar customer technologies
- Experience designing digital-first customer journeys and self-service customer experiences
- Strong understanding of SaaS metrics including GRR, churn, customer health, adoption, and customer lifetime value
Benefits
- 1st week of employment is mandatory PTO
- 1 Friday off per month
- Company wide paid shutdown for the week between Christmas and New Years
- Flexible time off
- 80% employer-paid benefits in the U.S. and 100% employer-paid premiums for Extended Healthcare and Dental in Canada
- RRSP/401k match
- Generous Parental Leave policy
- Annual company retreat with team building activities
- Ample learning and development opportunities
- Home office setup stipend
- Internet and phone allowance
- Remote first culture
- Weekly Friday paydays
- Significant growth and equity opportunity
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
FA
Customer support specialist serving French - Canadian clients through phone, chat, and email for First Advantage’s background - screening and HR technology solutions. Resolving inquiries, troubleshooting issues, and documenting cases across business systems.
Consumer Support Specialist supporting Runway’s AI - powered creative platform users. Handling high - volume tickets, troubleshooting issues, and improving self - service content and support automation.
Bilingual member support specialist serving Assiniboine Credit Union members through personalized financial guidance and multiple communication channels. Promoting digital banking, resolving concerns, and supporting sustainable community - focused growth.
Customer Care Team Lead guiding ticket - service campaigns for Canada's largest opera company. Coaching specialists, handling escalations, and supporting outbound sales and donor - relations operations.
BMO InvestorLine partner support specialist assisting Financial Planners and customers with investment accounts, transfers, and maintenance. Delivering bilingual French - English wealth - service guidance remotely across Canadian provinces.
Bilingual customer service representative supporting Canadian concert, sports, and festival customers remotely. Handling ticketing, reservations, refunds, troubleshooting, and event coordination by phone and email.
Représentant bilingue installant les analyseurs IDEXX et formant les cliniques vétérinaires au Québec. Dépannage technique sur site et accompagnement des clients sur le terrain.
Bilingual customer service representative supporting Canadian health insurance providers and members remotely. Resolving inquiries through phone and email while navigating multiple software applications in English and French.
Customer Service Representative supporting Tirecraft, a Canadian tire, wheel, accessory, and automotive - services company. Processing 3PL orders, shipments, customer inquiries, complaints, and supplier discrepancies.