VP, Customer Support, Community, and Knowledge (AI)

Location: Kitchener, Ontario or Toronto, Ontario, Canada

Base salary: $145,000–$180,000 CAD annually

Company

hirify.global is an education technology and cloud company developing learning environments and solutions for schools, campuses, and businesses.

What you will do

• Define and execute the strategy for Administration Support, End User Support, Community, Knowledge, and Localization.
• Lead global teams, develop managers and future leaders, and build a high-performing, collaborative culture.
• Own capacity planning, hiring decisions, staffing, departmental budgets, margins, metrics, and operational performance.
• Improve customer support operations, including case lifecycle management, backlog and case aging reduction, SLA/SLO adherence, and achievement of 85%+ CSAT.
• Represent Global Support in customer escalations and executive interactions while partnering with Product, Engineering, Sales, Marketing, Services, and Customer Engagement teams.
• Develop new support and knowledge offerings, improve customer and sales enablement capabilities, and contribute to go-to-market readiness.

Requirements

• 10+ years of customer support experience, including at least 5 years in a leadership role.
• Previous experience managing a global support organization and support teams in a SaaS environment.
• Previous experience with departmental budget ownership.
• Experience implementing Artificial Intelligence to drive meaningful business outcomes and improve support efficiency.
• Strong understanding of customer support metrics, operational data, analytics, and KPIs.
• Bachelor’s degree in Business, IT, or a related field; technical and business-related degrees are considered ideal.
• Excellent communication and interpersonal skills, strategic thinking, strong problem-solving abilities, and effectiveness in a fast-paced environment.

Nice to have

• MBA or related graduate degree.

Culture & Benefits

• Flexible work arrangements, with benefits varying by location or employment type.
• Learning and growth opportunities, including tuition reimbursement of up to $4,000 CAD through the SkillsWave Program and two paid days for related activities.
• Wellbeing support, including mental health services, an EFAP program, financial planning, and wellness reimbursement.
• Retirement planning, competitive benefits, home internet reimbursement, paid volunteer days, and an employee referral program.
• Employee recognition, social events, and dog-friendly office spaces at headquarters in Kitchener and offices in Winnipeg, Vancouver, and Melbourne.