Senior Director Of Technical Support

About Us:

KEV Group is an enterprise SaaS company that provides an all-in-one activity fund management solution for K-12 schools. By seamlessly integrating and automating all fee management processes, the SchoolCash platform provides real-time visibility and control over how districts and schools create, collect, manage, track, and reconcile these funds. Parents benefit from an easy-to-use solution that offers convenience and supports all payment types. More than 22,000 schools across North America rely on SchoolCash to manage over $4 billion in activity funds annually.

The company is headquartered in Toronto, with offices in the Cambridge, ON and the U.S. KEV is a portfolio company of Serent Capital, a leading middle market private equity firm focused on high growth technology businesses.

Why Join KEV?

• Do meaningful and purpose-driven work, and make a real impact
• Work in an industry that benefits children, parents and schools
• Flexible work environment (3 days in office)
• Passionate and accessible leadership team that cares about people, personally and professionally
• Join a quickly growing organization with real opportunity for learning and growth

About the Role:

The Senior Director, Support has the primary objective of driving the vision for a world-class customer support experience. The Senior Director, Support is accountable for shaping and delivering the business’s consumer service propositions in order to drive the overall performance of the department.

Responsibility

• Establish cross collaboration with Product and Technology and set metrics and processes to resolve tickets.
• Ensures that the customer support activities are seen to deliver measurable and significant value to the businesses and meet customer loyalty targets.
• Measures the effectiveness of all customer support approaches and initiatives primarily through conducting consumer surveys and analysis of recorded support agent to consumer correspondence.
• Establish and oversees the adoption of the support department’s vision, goals, and objectives at all levels.
• Drives necessary changes for the improvement of operation and organizational efficiency of the customer support team.
• Play a lead role in strategy formulation for the customer support department.

Requirements

• Exception communication skills both verbal and written.
• Strong leadership skills
• Ability to prioritize, manage multiple projects and meet deadlines, possess strong problem-solving and decision-making skills.
• Ability to think creatively and strategically and be able to multi-task and work comfortably under pressure.
• At least 5+ years of experience heading and scaling a customer support department in the SaaS industry for mid-size companies.

We Offer:

• Great colleagues and collaboration
• Professional development opportunities
• Competitive salary
• Comprehensive health and dental benefits
• Continuing Education

This job description indicates the general nature and level of work expected. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required by the incumbent. Incumbent may be asked to perform other duties as required.

KEV Group is pleased to accommodate individual needs in accordance with the Accessibility of Ontarians with Disabilities Act, 2005 (AODA), within our recruitment process. If you require accommodation at any time throughout the recruitment process, please speak with Human Resources or the hiring manager.

KEV Group is an equal opportunity employer who agrees not to discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, or age.