Director, Support Operations

Job Description: 

Director, Support Operations

Innosoft

THE COMPANY

Innosoft provides recreation management software to colleges and universities across North America. Our Fusion platform supports the operational needs of campus recreation departments, including memberships, facility access, reservations, programs, intramurals, club sports, payments, reporting, and mobile engagement. We are committed to being a trusted long-term partner to our clients and to continuously improving the service, technology, and expertise that support their success.

POSITION

The Director, Support Operations is accountable for the strategy, performance, and continuous improvement of Innosoft's Technical Support function. This leader will build a disciplined, data-driven support operation that delivers timely, consistent, and high-quality service while creating an excellent experience for both clients and employees.

The Director will establish the operating model, internal service-level agreements, performance benchmarks, management cadence, quality standards, and systems required to make support performance visible and measurable. The role will lead the modernization of support workflows and technology, strengthen knowledge management and self-service capabilities, and ensure that client issues are owned through resolution. This is a senior leadership role for an execution-focused change leader who can translate strategy into practical systems, coach leaders and team members through change, and work effectively across Product, Development, Account Relationship Management, Professional Services, Sales, and Operations.

JOB RESPONSIBILITIES:

• Develop and execute a comprehensive support strategy aligned with InnoSoft's client retention, satisfaction, and business objectives.
• Define a clear tiered support model, including roles, ownership, handoffs, escalation paths, and decision rights.
• Create scalable processes and playbooks that deliver a consistent client experience across products, channels, and levels of issue complexity.
• Establish internal service-level agreements and performance benchmarks for ticket acknowledgement, first response, ownership, escalation, resolution, backlog health, and client communication.
• Own the definition, reporting, and achievement of support KPIs, including response and resolution times, first-contact resolution, ticket age, reopen rates, client satisfaction, service-level attainment, and productivity.
• Implement quality assurance standards and coaching practices that improve the accuracy, clarity, consistency, and professionalism of support interactions.
• Use client feedback, ticket data, and root-cause analysis to identify systemic issues and drive measurable improvements in service delivery.
• Promote a culture of accountability in which commitments are clear, results are visible, and issues are actively managed through resolution.
• Lead the design, configuration, implementation, and adoption of the support technology stack, including HubSpot and its integrations with development and knowledge-management systems.
• Standardize ticket intake, classification, prioritization, routing, escalation, and closure processes to improve speed, visibility, and accountability.
• Expand effective self-service, automation, and AI-enabled support capabilities while maintaining appropriate reliability, quality, and human escalation paths.
• Ensure support data is accurate, accessible, and structured to support operational decisions, workforce planning, and cross-functional reporting.
• Lead, coach, and develop support leaders and team members, setting clear expectations and providing timely, candid, and constructive feedback.
• Build a high-performing team culture centred on client advocacy, ownership, collaboration, learning, and continuous improvement.
• Establish role clarity, career paths, succession plans, and development opportunities that strengthen retention and build future leaders and subject-matter experts.
• Own workforce and capacity planning, including hiring, onboarding, training, scheduling, and performance management.
• Serve as the senior escalation point for complex or sensitive client issues, ensuring clear ownership, communication, and resolution plans.
• Partner closely with Account Relationship Management to identify client risk, coordinate recovery plans, and provide a unified client experience.
• Work with Product and Development to improve escalation quality, prioritize recurring issues, communicate impact, and reduce avoidable ticket volume.
• Represent the voice of the client and the support organization in leadership discussions, using evidence and operational insight to influence decisions.
• Provide executive leadership with concise, accurate reporting on service performance, client risk, team capacity, improvement initiatives, and emerging trends.

JOB QUALIFICATIONS:

• Progressive leadership experience in technical support, client support, customer success operations, or a related SaaS environment, including experience leading people leaders or senior individual contributors.
• Demonstrated success transforming a support operation through improvements to people, processes, performance management, and technology.
• Deep understanding of support operations, service-level management, ticketing workflows, workforce planning, knowledge management, quality assurance, and client escalation practices.
• Experience establishing meaningful KPIs, dashboards, benchmarks, and accountability systems that improve operational outcomes.
• Experience implementing or materially improving CRM, help desk, knowledge-management, automation, or AI-enabled support platforms; HubSpot, Zendesk, Jira, or comparable systems are assets.
• Strong analytical judgment and the ability to turn data into priorities, decisions, and practical improvement plans.
• Proven ability to lead organizational change, earn trust, and create clarity in an evolving environment.
• Excellent written and verbal communication skills, including the ability to manage sensitive client situations and communicate effectively with employees, clients, and executives.
• Strong business acumen and the ability to balance client outcomes, employee experience, operational efficiency, and financial considerations.
• Experience in recreation technology, higher education technology, payments, or another environment involving complex software and mission-critical client operations is an asset.

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More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.