Global Head of Customer Support

Solink is a different kind of data analytics software company. We've successfully made video security a source of powerful insight for business owners of franchise and retail chains. We focus on security applications that combat fraud proactively and make it easier for owners to track down problems. Today we focus on loss prevention and in the future, we see every department using video to make data-driven decisions: marketing, operations, and even HR.

A job at Solink means working with an amazing team and tackling one of the biggest data problems out there. We are venture-backed and focus on continuous execution to delight our customers. We have a creative and collaborative work environment, and all of our employees have meaningful equity in the company.

A bit about the role…

As the Global Head of Customer Support at Solink, you will play a crucial role in shaping the future of our customer support operations and overall customer experience. This strategic position is designed for a leader who is passionate about creating exceptional customer experiences and driving operational excellence on a global scale. Your leadership will ensure that our support team not only meets but exceeds our customers' expectations, contributing significantly to the overall success of Solink.

WHO YOU ARE:

• You have proven experience in a senior customer support role (manager and above), with a track record of successfully leading and scaling support operations on a global scale.

• You are a strong strategic thinker with exceptional leadership skills, with the ability to inspire and motivate a diverse team.

• You strategically think about scaling - and planning for it, hold the team accountable to executing to the bigger picture / longer vision.

• You have excellent communication and interpersonal skills, capable of building strong relationships across all levels of the organization and with customers.

• You have implemented successfully and have in-depth knowledge of customer support technologies and best practices.

• You have the ability to analyze data, identify trends, and make data-driven decisions to improve customer support performance and customer satisfaction.

• You have experience in working closely with Product/Engineering and Customer Success teams to enhance product quality and customer experience.

SECURITY REQUIREMENTS:

• Candidates must undergo a criminal records check upon hire;

• Be a Canadian Citizen (dual citizens included), or eligible to work in Canada;

• Be willing to comply with Solink’s own security policies and standards.

WHAT WILL YOU DO?

• Develop and execute a global customer support strategy that aligns with Solink's business objectives and growth plans.

• Lead and scale the customer support team across different regions, ensuring a consistent and high-quality support experience for all Solink customers worldwide.

• Implement best practices in customer support operations, including but not limited to, ticket handling, response time optimization, customer satisfaction tracking, and support channel diversification.

• Collaborate with the Product and Engineering teams to identify and address the root causes of customer issues, driving continuous product improvement.

• Establish and monitor key performance indicators (KPIs) for the customer support function, setting ambitious yet achievable targets to drive team performance and customer satisfaction.

• Foster a culture of continuous learning and development within the team, providing opportunities for skill enhancement and career growth.

• Serve as a voice of the customer within Solink, ensuring customer feedback is effectively communicated to relevant teams and incorporated into product development and service improvement initiatives.

WHAT IS SOLINK?

Solink is transforming conventional data into ‘smart’ data. Solink connects and synchronizes brick-and-mortar business systems like video + Point of Sale data, to create insight into loss prevention, security, and operations issues. We find new and powerful ways for businesses to get real value from the data and footage created daily by their standard systems.

We’re one of Ottawa’s fastest-growing companies. We're not just a tech and security company - we are rapidly evolving the way that we use and think about video security, data analytics, and technology. We're enhancing the status quo to positively impact clients and customers' businesses.

We’re on a steep growth trajectory, which means lots to do, lots to learn, and lots to experience! What an exciting adventure ahead - and our Solinkians make the greatest travel companions…

Solink thrives because of our team; we know that in our business and in our daily work, people make all the difference. We’re looking for people who are driven by curiosity, hungry to innovate, and striving to make an impact.

WHY WORK AT SOLINK?

Working with us means you’ll be working for a company that values your input and allows you to bring your ideas to life. We offer a collaborative, creative, supportive work environment with a culture that is undeniably fun…

All that - PLUS we offer…..

• Flexibility in your chosen hours of work by helping you get "stuff" done (encourages that work-life balance);

• Opportunities for growth based on merit, skill, and initiative;

• Friendly, welcoming, and team-oriented atmosphere that fosters collaboration;

• A creative and innovative environment that mentors supports, motivates, and inspires you to make an impact;

• Interesting and exciting assignments ranging in size, type, and complexity;

• An “open-door” policy where communication and brainstorming are encouraged;

• A really positive and fun environment working with an incredibly ENERGETIC team;

• Fully paid Health / dental benefits offered immediately (an additional $500 spending account for items that aren’t covered in our AMAZING benefits program);

• Monthly reimbursement toward a health and wellness program;

• Extracurricular SOLINKIAN social events (annual “solink-o de mayo”, so-learns, sports teams, so-lunches, team builders, and much more)

• Please note: We currently operate within a hybrid model.

Solink welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you need accommodations, please email peopleops@SolinkCorp.com.

We know that everyone has different experiences and that’s what makes all of us so unique. Solink is an Equal Opportunity Employer. We’re looking at building our team of great people and we know that comes in various forms. We are committed to a diverse and representative workforce, and an open and inclusive work environment and we encourage all candidates with interest to apply. We will provide accommodation on request through all parts of the selection process.

HOW TO APPLY?

Please submit your cover letter and resume addressed to Darth Vader outlining why you would be the right fit for this position.