Offer summary

Qualifications:

Proven leadership experience in customer support within a SaaS startup., Strong knowledge of support platforms like Intercom and help center infrastructure., Excellent communication and interpersonal skills to build rapport with stakeholders., Passion for mentoring teams and fostering a customer-first culture..

Key responsibilities:

Lead and scale the customer support team across multiple time zones.

Oversee support processes, including ticketing, workflows, and escalation procedures.

Collaborate with cross-functional teams to improve customer experience.

Implement tools, training, and resources to enhance support efficiency.

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