You can learn more about the founding of our company here. Just as the field of machine learning continues to advance, so do we. And it is the passion of our people and dedication to our craft that continues to drive our dramatic growth.
We are inspired every day by the opportunity to pioneer a new industry, and welcome those who want to join us.
As the Director of Client Care, you will be leading the next stage of growth for our client-facing team. You will be accountable for creating processes to deliver against team SLAs and KPIs, ensuring that Ada continues to provide world class service to our clients while scaling quickly. You and the Support team that you build, coach, and mentor will partner closely with our Client Success, Client Education, and Technical Support teams. This collaboration should lead to continuous improvement by automating support functions and highlighting areas of improvement for products and processes.
You have 7+ years of experience leading a high performing, globally distributed team with B2B SaaS companies.
Technical Competences: Hands-on experience parsing application logs and databases to troubleshoot product issues, working knowledge of Application Programming Interfaces (APIs), Software Development Kits (SDKs), Development & Operations (DevOps), and the Software Development Lifecycle (SDLC).
You have experience building and scaling a client support team to meet high service standards and ambitious operational goals through technology, processes and people.
You have a strong understanding of front-line support operations (e.g. tooling, prioritization, capacity planning, and performance management).
You have strong communication and influencing skills, including managing stakeholders at all levels and explaining technical concepts to non-technical audiences.
You manage competing priorities transparently.
Outcomes
Design the front-line support process and structure, taking into account Ada’s growth, client service KPIs, and product roadmap.
Ensure that SLAs and other operational metrics are met with a drive toward exceeding and maintaining high standards.
Coach, mentor, and inspire your team members to grow personally and professionally.
Work closely with the Success and Technical Support teams to maintain alignment on operational discipline and standards for support.
Influence product development and client experience initiatives by providing data-driven feedback based on insights, trends, and client narratives from the Client Care team.
Drive client support innovation by identifying areas for self-service, automation, and product improvements.
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About Us
Ada is a rapidly growing digital first company in a thriving AI ecosystem. We optimize our communication, collaboration and generally, the way we work for the digital world instead of in-person. With flexible working hours, together we’ll determine a schedule that fits your style and the requirements of your role.
We are backed by world-class investors, including Spark, Accel, FirstMark, Bessemer Venture Partners and Version One. We provide our employees with competitive compensation, great health benefits, and ownership in our company. Our work is rooted in authenticity, courage, empathy, and simplicity. We use these values to create a culture that encourages groundbreaking results, career progression, and community investment.
Ada is an equal opportunity employer. In fact, diversity is what drives our success – it’s at the core of how we hire, communicate, and work. Like our Platform, we are inclusive to all, and combine our diverse backgrounds, skill sets and thinking to build the best experiences for our clients and their customers.
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