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Director of Customer Support (DTC and E-commerce) at Jam+. About the Role. We are on an ambitious journey to transform customer service from a cost center into a clear competitive advantage. As our . Director of Customer Service. , you will lead the transition from a primarily outsourced support operation to an in-house, high-performance Canadian team. You’ll spearhead the adoption of AI automation, elevate customer satisfaction, and embed revenue generation within the support function.. This is a hands-on leadership role for a strategic and operational expert who thrives in environments where transformation, technology, and customer-centricity intersect.. Key Responsibilities. Operational Transformation & Team Leadership. . Design and execute the transition plan to build a Canadian-based customer service team while reducing dependency on outsourced providers. . . Oversee hiring, onboarding, and development of an in-house team, establishing a culture of empowerment, accountability, and high performance. . . Implement workforce management practices to optimize staffing, coverage, and productivity. . . Automation & Technology Enablement. . Lead the implementation of AI-powered chatbots and self-service tools to deflect 70–80% of inbound chat volume. . . Partner with technology teams to integrate chatbot workflows with our e-commerce platforms (Magento, Kustomer CRM). . . Introduce agent assist tools and AI-driven knowledge management to improve efficiency and consistency. . . Cost Optimization & Quality Improvement. . Reduce customer service operating costs by 40–50% within 6 months by combining automation and efficient in-house operations. . . Define and track performance metrics (CSAT, NPS, cost per contact, first contact resolution, AHT). . . Establish continuous improvement programs to drive quality and efficiency gains. . . Customer Experience Excellence. . Develop and implement customer experience strategies that improve satisfaction, retention, and lifetime value. . . Lead Voice of Customer (VoC) programs to capture actionable insights and remove friction points. . . Ensure a consistent, high-quality experience across chat, phone, email, and social channels. . . Revenue Enablement. . Launch and scale upselling and cross-selling initiatives embedded within support workflows. . . Train and coach the team to identify consultative selling opportunities while maintaining high customer satisfaction. . . Leadership & Culture. . Serve as a culture carrier, championing customer advocacy, empathy, and innovation. . . Coach and mentor team leads and agents, fostering engagement and professional growth. . . Build succession plans and develop future leaders within the CS function.. . Who You Are. . . Transformational Leader. : You have led customer service transformations, including building in-house teams, optimizing outsourcing, and introducing AI automation. . . . Data-Driven Operator. : You are fluent in metrics and operational KPIs. You’ve demonstrated measurable improvements in CSAT, cost per contact, and retention. . . . AI & Tech Savvy. : You have hands-on experience implementing chatbots, agent assist, and CRM integrations. . . . Customer-Centric. : You combine empathy and process excellence to create experiences customers love. . . . Revenue-Minded. : You understand how support can drive incremental revenue without compromising satisfaction. . . . Adaptable & Hands-On. : You’re comfortable rolling up your sleeves in a scaling business environment.. . Company Location: Canada.