Director of Customer Support
Director of Customer Support
Posted on :
26-06-2025
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1 Vacancy
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Job Description
We are so excited to be partnered with Digitail to hire a Director of Customer Support. Digitail is an all-in-one cloud-based practice management software that allows you to run your entire veterinary practice with one single tool. They are replacing the need for multiple disconnected tools. Digitail simplifies the entire patient journey making it faster easier and more modern. By cutting down on time-consuming tasks like phone calls paperwork and follow-ups they help you run a thriving practice with ease! Equipped with an AI-powered virtual assistant Digitail automates routine administrative tasks cuts down staff s workload and lets them focus on what they do best providing exceptional care.
Their philosophy A single source of truth one seamless system.
- Founded in 2018 by Sebastian Gabor & Ruxandra Pui.
- Trusted by 1000 practices 4000 veterinarians 10 universities & shelters in 40 countries.
- Their AI-powered veterinary assistant automates SOAP notes patient summaries treatment planning patient intake etc.
- They ve raised over $15M by top VCs like Partech Atomico byFounders Gradient and The Nordic Web Ventures
- Featured In: TechCrunch PR Newswire TechRound & others.
- Core Values: Customer Super Passion Caring About Each Other Ownership Higher Purpose Growth Mindset
We re looking for a Director of Customer Support to lead the Customer Support team ensuring that veterinary clinics of all sizes and complexities receive timely high-quality assistance. This leader will be responsible for managing their ticketing operations optimizing workflows and driving a proactive support culture that scales with our rapidly growing customer base.
- Reporting to the CRO. Lead and scale a high-performing customer support team spanning multiple time zones and clinic tiers.
- Oversee the end-to-end support process from intake and triage to resolution and follow-up.
- Manage and continuously improve the ticketing system workflows SLAs and escalation procedures.
- Monitor key support KPIs (e.g. response time resolution time CSAT) and use data to inform decisions.
- Collaborate cross-functionally with Product Engineering Sales and Onboarding teams to close feedback loops and improve the customer experience.
- Implement tools playbooks and training to enable support agents to handle increasingly complex issues efficiently.
- Advocate for the voice of the customer across the organization.
- Enhance self-service resources streamline case resolution processes and optimize support channels to improve efficiency and response times.
- Collaborate closely with internal teams to refine customer engagement strategies leveraging customer insights emerging trends and product feedback.
Requirements
- Must be located in Toronto.
- Proven experience in a leadership role overseeing customer support within a SaaS startup.
- Passion for mentoring and developing teams fostering a customer-first culture.
- Strong knowledge of support platforms (e.g. Intercom) and help center infrastructure.
- Demonstrated ability to build scalable support systems and coach teams to deliver empathetic effective service.
- Excellent communication and interpersonal skills with the ability to build rapport and influence stakeholders at all levels.
- Experience in team management and development fostering a culture of accountability and continuous improvement.
- Passion for animal health or experience supporting healthcare-related platforms is an asset.
- Analytical mindset with proficiency in leveraging data to drive decision-making and measure success.
- Bonus points for experience in veterinary clinics!
Benefits
- Mission-driven: What they re building matters -it impacts the lives of real people and pets
- Remote work: They offer a remote-first approach but will be getting an office in Downtown Toronto for collaboration days
- Employee Share Options: Their employees share a key role in shaping the company s future.
- Learning and personal growth: $1000 yearly budget for learning and growth opportunities.
- Competitive compensation: Designed to provide you with financial security
Support Customer Service Startup SaaS Technology
Employment Type
Full Time
Key Skills
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