See risk. Build resilience. Resolver gathers all risk data and analyzes it in context—revealing the true business impact within every risk. Resolver’s Risk Intelligence Platform traces the extended impact of all types of risk—whether compliance or audit, incidents, or threats—and translates those effects into quantifiable business metrics. So, customers can communicate risk persuasively, framing it in terms of the business. And with this changed perspective, comes an entirely new role for risk to play. Finally, risk goes from being seen as a barrier, to becoming a strategic partner driving the business. Welcome to the new world of Risk Intelligence.Our mission is to transform Risk management to Risk Intelligence. Our intuitive and integrated risk software for enterprise organizations offers solutions for corporate security, risk & compliance, and information security teams. Resolver empowers businesses to respond effectively to regulatory and market shifts, to discover insights from security and risk incidents, and to streamline risk operations throughout the organization. Resolver is a Kroll operated business. Kroll provides proprietary data, technology and insights to help customers stay ahead of complex demands related to risk, governance and growth. Kroll solutions deliver a powerful competitive advantage, enabling faster, smarter and more sustainable decisions. With 5,000 experts around the world, Kroll creates value and impact for both customers and communities. To learn more, visit www.kroll.com

Description

Resolver operates as a hybrid workforce where you can choose to work at home, in the office, or a mix of both. Were looking for someone in Toronto, who would ideally be able to come hang with us in real life at least once a week!

As Resolvers Director, Customer Service youll be responsible for the strategic oversight and optimization of the organizations customerfacing technical and information systems, with a strong emphasis on enhancing customer satisfaction and experience. In this leadership role, the Director leads the Support Team, driving operational efficiency, resource allocation, and continuous improvement initiatives. The Director also identifies and implements necessary technological advancements to meet evolving customer support needs, ensuring the team has the tools and training required to excel. Additionally, the Director plays a critical role in leading the adoption of new apps and software, providing guidance and education to the support team in preparation for upcoming feature releases and ensuring seamless customer interactions.

About Resolver:Resolver is a highgrowth SaaS company whose intuitive, nocode platform gives our customers a clear picture of their risks so they can make quick and effective decisions. As a part of the Resolver team, your work will help transform risk management to risk intelligence so organizations can protect people and assets and deliver on their purpose.
We are ambitious in both our mission and our culture. As a business within Kroll , we offer an innovative, nonhierarchical work environment blended with the stability and financial security of an enterprise. Resolver has also been named one of Canada’s Great Places to Work six years in a row!

Your day to day lets break it down!:
Team Management (60%)Lead the Application Support team, setting clear objectives and facilitating the achievement of team OKRs
Provide uptraining opportunities to empower the team and strengthen their skill sets, contributing to the creation of a bestinclass support operation
Partner with the Director of Support to establish and execute continuous improvement initiatives, ensuring operational excellence and customer satisfaction.
Motivate and engage the team to go beyond performance expectations, driving high levels of morale and productivity
Maintain up to date development goals for each team member and conduct monthly 1:1 meeting to provide guidance and feedback.
Mentor and coach team members to help them achieve key results and develop in their roles
Work closely with individual team members to create personalized learning and career development plans, advancing their skills and fostering growth within the company.
Operational & Strategic Focus (40%) Strategic Oversight & Planning: Collaborate with senior leadership to align customer service objectives with companywide goals. Ensure the department’s initiatives support the organization’s vision, scaling customer service capabilities as the company grows.
Process Optimization & Technology Advancements: Identify opportunities for operational efficiencies and innovation in customer support workflows. Evaluate and implement new tools and technologies that enhance the team’s ability to deliver exceptional customer service, ensuring all processes are scalable and futureproof.
DataDriven Decision Making: Utilize data and customer feedback to analyze trends, identify root causes of recurring issues, and develop strategies to reduce customer friction and improve satisfaction. Ensure key performance indicators (KPIs) and servicelevel agreements (SLAs) are met or exceeded.
CrossFunctional Collaboration: Partner with Product, Engineering, and other departments to ensure seamless customer experiences. Provide feedback on product performance, report emerging customer issues, and contribute to feature improvements and service enhancements.
Escalation & Critical Issue Management: Oversee highpriority escalations, ensuring that complex or sensitive customer issues are resolved promptly and to the customer’s satisfaction. Use these opportunities to drive improvements in processes and train the team in handling challenging cases.
What you will bring:
Extensive Experience in a customer service, support, or technical operations leadership role, ideally within a B2B SaaS or technology company.
Bachelor’s Degree in a related field (e.g., Business Administration, Computer Science, Engineering) – an advanced degree is a plus.
Proven Leadership Experience in managing and developing highperforming teams, with a focus on coaching, mentoring, and achieving team success.
Strong Strategic & Operational Expertise with a track record of implementing scalable processes, technology solutions, and continuous improvement initiatives.
Exceptional Communication Skills (both written and verbal), with the ability to influence at all levels of the organization.
Deep Knowledge of SaaSSoftware Industry trends, customer service tools, and best practices for driving customer satisfaction and loyalty.
Experience in CrossFunctional Collaboration, working closely with product, engineering, and other departments to drive customercentric solutions.
DataDriven Decision Making – Strong analytical skills to assess KPIs, derive insights, and inform business strategies.
Experience with Advanced Customer Support Technologies (e.g., CRM systems, AIdriven support tools, ticketing platforms)
What we’ll give you in return
Resolver is one of Canadas Great Workplaces. Culture isnt just something we write about (although we do), we live our values and challenge each other to be our best selves. We invest in Resolverites who will grow with us. We have a comprehensive rewards package to show our team our appreciation for everything they do:
Health and Wellness Benefits: 100% paid by us for health, dental & vision from day one.
Professional development: we have an external learning budget to help you grow and develop. We host a learning workshop about every 6 weeks on topics like Time Management, SelfAwareness and Giving Feedback; we also have elearning to meet the needs of our remote team. We offer a Career Development Program to help you identify and build your skillsets for internal growth opportunities and beyond. We also have a Coaching Program for all our managers. We know how important it is to have a good boss, so we invest in their development.
Vacation: its open, which means we dont worry about an accrual clock. On average, we see most folks enjoying between 34 weeks off a year.
Parental leave: Bestinclass topup for new parents 100% for 15 weeks new parents and a bonus 5 weeks for birth mothers.
RRSP: Matching up to 2.5%
Flexibility & trust – While we are remote for now, we enable our team to create a work environment that will set them up for success. We hire adults and we trust you to manage your outcomes. Daytoday, everyone is given the option to decide whether they want to work remote or inoffice depending on the needs of their role.
In the Office – You will have access to snacks and beverages and inoffice fun like ping pong, group lunches, karaoke & games. We provide lots of opportunity for team socials too, including the folks who are remote!
Interested?!If you want to work in a highly collaborative environment and are committed to making a difference, we’d like to meet you. Click below to get the process rolling.
We truly appreciate all interest and will happily reply to qualified candidates.

Resolver is committed to providing accommodations for all persons with disabilities. If at any point in the recruitment process you require accommodation, please notify the applicable recruiter or contact us directly at [email protected]

Director, Customer Service

Offer summary

Qualifications:

Key responsibilities:

Job description

Description

Required profile

Experience

Hard Skills

Other Skills

Customer Service Director Related jobs

Customer Service Executive

Career Opportunities: Customer Support Advisor (22971)

Career Opportunities: Customer Support Advisor (22971)

Service Coordinator-NaviGuide

Ukrainian Customer Advisor