Director, Customer Support Escalation Center (Contract - until August 2027)

We’re looking for a Director, Customer Support Escalation Center to help us develop and execute on a comprehensive, customer-first strategy and approach to our Global Hootsuite’s Customer Support Escalation Center. Reporting to the Vice President, Customer Support, you’ll plan, organize, monitor, track and report on the service levels delivered by the escalation center. In this role, you will be accountable for continuous service improvements to the escalation center operational framework and improve Hootsuite’s ability to effectively service our customers. In this role, you will partner with a wide range of stakeholders, including senior leaders to deliver an exceptional customer support experience. In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for a hybrid model. This role is open to applicants located in Bucharest, Romania. In this role, you will report to the VP, Customer Support. Please note: this is a contract role until August 2027. WHAT YOU’LL DO: Develop strategies, enhance performance, and foster alignment of objectives within the Customer Support Escalation Center. This involves overseeing the global bug and incident management process, advanced technical and 24x7 on call Business Critical Support process.Establish and operationalize high levels of customer service standards. Develop and implement systems, processes and people to consistently deliver services that are tied to organizational strategies and KPI’s. Drive continuous improvement through anticipating growth, identifying gaps, and offering proactive guidance to minimize potential risks to our customers. Build robust cross-functional connections among the Customer Office, Revenue, Product, and Development leadership to tackle intricate escalated bugs and incidents, eliminate customer pain points, and suggest methods for alleviating customer experience issues and enhancing outcomes via insights from escalations and root cause analysis. Hire, lead, and develop a team of high performing, ‘customer first’ focussed leaders and escalation specialists through coaching, mentorship, and continuous learning, ensuring alignment to the Hootsuite and Customer Support business strategy and goals as well as Hootsuite’s commitment to Diversity, Equity, and Inclusion. Serve as a positive, dynamic leader that displays the best work ethic, creative problem solving skills, positive attitude, and a team-oriented proactive approach, while sharing best practices and coaching on strategy. Establish and maintain high standards of security, reliability, scalability, performance, and quality in all the Escalation Centers standard operating procedures. WHAT YOU’LL NEED: Extensive years of experience in technical, product, or operational support (preferably SaaS) 8+ years experience in leadership managing multi-site, geographically dispersed teams. Understanding of product and software development processes and workflows Proficiency with Salesforce Service Cloud (preferred). Jira, Confluence, browser dev tools, and application logs: Sumologic an asset. Demonstrated ability to evaluate team performance and drive continuous improvement, including leveraging AI tools to advance efficiency and operational gains. Proven ability to rapidly absorb technical information and develop others through mentorship, training, and capability building. Strong stakeholder influence and interpersonal skills across cross-functional partners. Accountability: holds self and others accountable to meet commitments Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to