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Join our mission to provide governments with exceptional experiences so they can do the same for their communities. What do we do? We empower governments to deliver exceptional citizen experiences. About Us page offers a deep dive into our product and what makes us exceptional. How will you help us make an impact? We are seeking a transformational leader to head the Customer Support function at Clariti. Reporting to CX leadership, the successful candidate will have a track record of building and leading highperforming Customer Support teams and practical experience managing customer support operations for a SaaS product on the Salesforce platform. This role ensures our Enterprise and Midmarket customers run Clariti at scale and involves highvisibility escalations, process improvement, and talent development. Key Responsibilities Lead and manage a team of customer support analysts, motivating, training, and equipping them for highquality support. Oversee daytoday technical support operations, including ticket management, escalations, and resolution processes. Monitor KPIs to measure team performance and individual productivity, using datadriven insights to improve and implement corrective actions. Maintain a customercentric approach by ensuring timely, effective responses and exceeding customer expectations. Build complex Salesforce solutions, identify development patterns, and articulate best practices to support our nextgeneration platform. Drive adoption of KCS practices, facilitate creation and maintenance of knowledge base articles to enable selfservice and improve firstcontact resolution. Collaborate with crossfunctional teams (product, development, account management, partnerships) to advocate for customer needs and contribute to product improvements. Provide coaching, mentoring, and training on technical skills, customer service, and KCS methodologies. Conduct regular quality reviews of support interactions to ensure adherence to standards. Report and analyze performance metrics to senior management. Lead resolution of critical production outages and conduct postincident reviews to drive continuous improvement. Partner with Sales, Professional Services, Customer Success, and other functions to address blockers in product adoption and account expansion. Prevent potential escalations by aligning resources with customerimpacting activities. Work with product and engineering on issue escalation, feature requests, and defect remediation. Champion a unified incident response experience across functions. Role Breakdown 30% Strategy & Management (Team, Performance, and Functional) 40% Tactical Support & Escalations (incl. Crossfunctional Collaboration) 30% Managed Services & Scaling Premium Support (Program Management) What you bring to the team At least five (5) years experience in a highly technical, postsale leadership role at a software company, overseeing mediumsized teams during highgrowth or change management. At least three (3) years of experience in an Incident Response leadership role. Strong technical background with software applications, IT infrastructure, and troubleshooting methodologies, including Salesforce technology. Experience building Salesforce solutions, knowledge of development patterns, best practices, and indepth integration expertise. Practical experience implementing KCS principles and methodologies. Experience implementing highseverity issue deescalation patterns to maximize customer experience and company efficiency. Ability to support virtual and onsite meetings with customers and present to technical and nontechnical stakeholders. Experience building, leading, and developing highperforming technical customer support teams. Prior experience managing people across multiple lines of business with a focus on career development in a highgrowth environment. Commitment to delivering exceptional customer service and improving satisfaction metrics. Experience managing global escalations and crossfunctional responses. Borninthecloud XaaS experience; IaaS or PaaS. Dataanalysis skills to identify trends and make datadriven decisions, including producing dashboards and scorecards. Benefits Competitive compensation package and welldeserved time off. Base salary range: $110132.5k CAD, based on skills, experience, and qualifications. Benefits vary by employment type (fulltime, parttime, contract). Additional Information Background checks: Comprehensive checks on global sanctions and criminal offences relevant to employment. Travel: Occasionally (12 times per year) for inperson companywide or departmental meetings. We welcome candidates of all backgrounds and encourage a culture of ownership, growth mindset, courageous communication, and customer focus. Accommodations are available for applicants with disabilities; contact . Senior level: MidSenior level | Employment type: Fulltime | Job function: Other | Industry: Software Development Referrals increase your chances of interviewing at Clariti by 2x. Were unlocking community knowledge in a new wayexperts add insights directly to each article, helped by AI. #J-18808-Ljbffr