Director of Customer Care

Amilia is seeking a Director of Customer Care to lead, structure, and elevate its Customer Care organization. The ideal candidate will have experience scaling a high-performing, data-driven support organization and a proven track record driving automation, workflow optimization, and operational efficiency.

Requirements

• 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.

Benefits

• Competitive and progressive salary
• Group RRSP employer contribution up to 5%
• Group insurance for you and your family as well as an Employee Assistance Program (EAP) and telemedicine
• $750 wellness allowance per year
• Flexible hours
• 4 weeks' vacation and 8 sick days yearly
• Year-round mini-Fridays
• Skill development opportunities through engaging workshops, communities of practice, trainings, access to Udemy and opportunities to attend conferences