Director of Customer Care
Amilia is transforming the recreation industry with its purpose-built SaaS platform. Designed for community centers, nonprofits, municipalities, businesses, and recreation organizations, SmartRec™ streamlines operations, enhances member experiences, and simplifies program and membership management.
Since 2009, more than 1,500 organizations across 6,600 locations in North America have relied on Amilia to support 4.5 million participants. Caring is at the heart of our culture, reflected in how we support our customers, build our products, and collaborate with our colleagues. Driven by an entrepreneurial spirit and a passion for innovation, this mindset shapes everything we do.
What you can expect:
As we continue to scale, Customer Care plays a critical role in delivering an exceptional and consistent experience to thousands of organizations and users who rely on our platform every day.
We are looking for a strategic and hands-on Director of Customer Care to lead, structure, and elevate our Customer Care organization. This is not a traditional support leadership role, it is a transformation mandate.
You will be responsible for scaling a high-performing, data-driven support organization that balances service excellence, operational efficiency, and sustainable growth.
Your impact will be felt across the entire company: from customer experience and retention to product insights and operational scalability.
You will be responsible for:
Leadership and team development
Lead a strong Customer Care organization and develop leaders who coach individual contributors.
Define performance standards, KPIs, and an operating cadence that drives clarity and accountability.
Optimize support tooling, analytics, and capacity planning to scale without linear headcount growth
Leverage automation, AI-assisted tools, and knowledge management to increase efficiency
Strengthen role clarity, career paths, hiring, onboarding, and succession planning
Foster a culture of ownership, responsiveness, and continuous improvement.
Serve as the executive escalation point for major incidents and systemic service risks.
Drive role clarity, career paths, hiring, onboarding, coaching, and succession planning.
Maintain high engagement and performance through periods of growth and change.
Operational strategy, SLAs, and scalable systems
Design segmented, plan‑based, and tier‑based SLA models aligned to company strategy.
Improve time to first response, time to resolution, and backlog predictability.
Standardize workflows, prioritization models, and escalation frameworks.
Deploy automation, AI‑assisted responses, routing rules, and knowledge management to increase efficiency.
Optimize support tooling, analytics, and capacity planning to scale without linear headcount growth.
Implement structured incident response and customer communication playbooks.
Data, insights, and cross‑functional impact
Establish reporting tied to CSAT, SLA adherence, response and resolution times, backlog health, efficiency metrics, and business impact.
Turn customer friction and ticket trends into actionable insights for Product and Engineering
Partner with Customer Success and Professional Services to reduce reactive demand and repeat contacts.
Increase customer self‑serve adoption to lower effort and improve experience.
What we want from you:
7+ years in customer support or service operations; 3+ years leading teams in SaaS or technology.
Proven experience scaling support teams, processes, and SLA frameworks in a growing organization
Strong track record driving automation, workflow optimization, and operational efficiency
Experience leading managers and navigating organizational change in fast-paced environments
Data-driven mindset with strong proficiency in support metrics (CSAT, SLAs, resolution times, efficiency) and executive reporting
Hands on with support platforms and tooling, including Zendesk, Intercom, and Jira.
Excellent communication skills and full professional bilingualism in French and English.
What you will get from us:
A competitive and progressive salary;
A group RRSP employer contribution up to 5%;
A group insurance for you and your family as well as an Employee Assistance Program (EAP) and telemedicine;
A $750 wellness allowance per year;
The possibility of working in the office or at home, and up to 3 months abroad per year *conditions apply;
A strong work-life balance: flexible hours, 4 weeks' vacation and 8 sick days yearly, and year-round mini-Fridays;
Skill development opportunities through engaging workshops, communities of practice, trainings, access to Udemy and opportunities to attend conferences;
Companywide and team bonding activities to connect with your peers throughout the year and weekly social activities to connect with your peers;
Weekly Bootcamp and Pilates classes for Amilians;
25% discount on annual membership for STM and EXO;
In-office snacks, including fresh fruit baskets, coffee, beverages, and free drinks.
Amilia is committed to the principle of equal employment opportunity and encourages applications from women, members of visible minorities and ethnic groups, Indigenous Peoples, persons with disabilities, or any other status protected by the laws or regulations of the Province of Quebec. Amilia is committed to providing a work environment free of discrimination and harassment. Amilia's strength lies in the sum of the ideas and innovations shared by its diverse and inclusive teams.