Head Of Customer Success Department

Hey there! TechVill is one of the fastest-growing home services companies in North America, redefining the standard of excellence in appliance repair and customer care. We’re on the lookout for a Head of Customer Success Department — a strategic, forward-thinking leader who will oversee our Customer Care, Quality Assurance, Complaints, and Dispatch departments. This is a key leadership role, where you’ll shape the customer journey, lead high-performing teams, optimize operations, and directly contribute to the company’s growth and reputation.

You Are Our Ideal Candidate If

We’re looking for a results-driven professional who thrives in a structured and fast-paced environment and can combine leadership with operational excellence.

Here’s what we’re looking for:

• Have strong experience leading customer-facing teams and managing operational workflows.
• Have a minimum of 3 years of experience managing a team of 15+ people in a fast-paced customer care environment.
• Are passionate about creating high-performing, motivated teams and have a proven track record of mentoring and developing employees to reach their full potential.
• Have hands-on experience working with or overseeing Complaints/Resolutions departments, Dispatch teams, and Quality Assurance functions.
• Possess a strong understanding of compliance requirements within customer service and operations.
• Are highly analytical, with experience in interpreting customer service metrics, performance data, and feedback to identify trends, opportunities, and areas for improvement.
• Have experience building or refining KPI dashboards, performance reports, and process improvement strategies based on data insights.
• Possess excellent communication and cross-functional collaboration skills, with the ability to align diverse teams around shared goals.
• Can confidently take ownership of strategic initiatives that improve customer satisfaction, retention, and operational efficiency.
• English Proficiency: Confident B2 level / fluent enough for daily communication in a fully English-speaking environment.

• Availability: Able to work full-time, Monday to Friday from 8:00 АM to 5:00 PM (Calgary Time). 

   

What You’ll Be Doing:

• Leading, mentoring, and developing the Customer Success team, including Customer Care, Quality Assurance, Complaints, and Dispatch departments.
• Driving a high-performance team culture through regular coaching, 1-on-1s, feedback, and performance-based incentive systems.
• Overseeing and continuously improving the full customer journey — from inquiry to resolution — ensuring timely, empathetic, and effective service delivery.
• Managing customer complaint resolution processes and ensuring proper escalation, documentation, and follow-through.
• Monitoring and improving quality standards across all service touchpoints, using data to drive actionable improvements.
• Collaborating with Accounting on accounts receivable, customer follow-ups, and preparing files for collections when necessary.
• Building, managing, and optimizing workflows for dispatchers and care agents to ensure operational efficiency and proper task distribution.
• Creating structured training, onboarding, and upskilling programs for new and existing team members.
• Analyzing team and customer data to identify trends, performance gaps, and opportunities for process improvements.
• Reporting regularly to senior leadership with insights, updates, and strategic recommendations.
• Ensuring compliance with internal policies and industry standards across all customer service functions.
• Collaborating cross-functionally with other departments (Tech, Sales, Operations) to resolve issues and enhance the customer experience.

• Playing a key role in shaping and executing the long-term customer success strategy aligned with company goals.

   

What You Will Get:

• Flexible remote work arrangement.
• Competitive payment in USD.
• Career growth opportunities and professional development support.
• Future relocation prospects to Canada.
• A supportive and collaborative team environment.

• Fully English-speaking work culture.

   

Why TechVill? We’ve built something special:

• #1 Repair Company: Recognized as the best in the city by a top appliance manufacturer.
• 40,000+ Happy Customers: Our reputation is built on trust and exceptional service.
• Rapid Expansion: In 2024, we grew into three new cities and now operate in four major Canadian markets. In Q1 2025, we expanded further, launching in three U.S. states and an additional Canadian province.
• Big Ambitions: Our goal is to expand to six more cities next year and reach 120 locations across North America by 2030.
• Award-Winning Excellence: In 2025, we won the Consumer Choice Award for Business Excellence in Home Appliance Repair & Service.

Ready to lead a high-growth customer care team and make an impact? Apply now and let’s build something amazing together!