Director, Customer Experience - Ting Internet
Tucows
St. Catharines, ON
Ting is a division of Tucows, a global Internet services company. Ting shook up the mobile industry in 2012, offering fair pricing, usable interfaces and shockingly non-phone-company-like customer support. By 2016, we had over 200,000 subscribers, 150 dedicated employees in multiple locations and over 50 million dollars (US!) in annual revenue. We were also the highest rated US cellphone service by Consumer Reports.

Now we are investing millions in fiber networks and partnering with small towns to change what Americans expect from their Internet service and their Internet service provider. We have already launched Gigabit speed service in Charlottesville, Virginia and Westminster, Maryland and now Holly Springs, North Carolina with the plans to enter 4-6 new markets in the next year.

Customer service is part of the product. We pride ourselves on delivering a memorable experience for our customers and we’re looking for a Director of Customer Experience who is passionate about customer service to lead our Internet customer support group.

As the Director you are responsible for the creation and execution of our customer experience strategy. Your goal is to ensure our customers get the help they need through their channels of choice and to delight customers each step of the way. Customers who contact us for support should be left with a beaming impression of us which affirms their decision that they have made the right choice by choosing Ting.

As the Director, you play an important role representing the voice of the customer within the larger Ting Team. The work that you do helps to drive the growth of our customer base and helps to guide the work of our Product Team to deliver the in-demand features our customers are asking for.

On a day to day basis, the Director is responsible for leading a Team of Managers who work out of our Toronto and St. Catharines offices. As the Director, you’ll work closely with your Management Team on ensuring we continually meet the customer service goals that you’ve outlined in your customer experience strategy. You’ll also need to be comfortable spending time in both locations to provide the support and leadership to your Team that they will need to be successful.

At Ting, Our employees are important to us. They are the engine that drives the things our customers love most about Ting. As the Director, you will be responsible for the cultivation of talent within your organization. Our Teams should feel empowered when working with our customers and they should have a clear path on how they get to that next step in their career whatever that may be.

About You

You are a customer service professional with a passion for people and technology with a proven track record of getting things done. You are an influential communicator who takes a consultative approach with your Team and an advocate for your customers. You are detail-oriented, analytical, passionate and energetic. You’re comfortable working in an environment where process and structure aren’t always present. You are someone who is intellectually curious and is always looking to elevate your game.

Experience

Post Secondary Education required, or equivalent work experience

7-10 years of progressive customer service experience

A proven track record of leading a Customer Service organization at a Senior level

5+ years of leadership experience within a fast growing organization

Strong interpersonal skills, collaborative mindset, and sound judgment

Nice to Have

MBA

PMP and/or Six Sigma certification

Special Requirements

On call for emergencies.

Regular travel between Toronto and St. Catharines offices and occasional travel to our Ting towns throughout the United States.

Tucows (NASDAQ: TCX, TSX: TC) is the second largest domain wholesaler in the world with Millions of domains under management (OpenSRS / Enom). We’re doing all kinds of interesting things including running an MVNO cell phone service (Ting) and building fiber to the premises networks in towns and cities across the US (Ting Internet). We offer individual and small business domains and integration with Shopify, Squarespace and many others (Hover).