Head of Customer Service

Job Description

MealSuite, an Inc. 5000 Fastest-Growing Company, is a privately owned SaaS organization with 130 team members across Cambridge, ON, Canada, Dallas, TX, USA, and Ho Chi Minh City, Vietnam. Our suite of end-to-end foodservice technology solutions helps professionals across healthcare and aging services streamline their operations, save time, reduce food waste, and meet regulatory requirements, so they can focus on what matters most: improving the quality of patient and resident care. We’re looking for an experienced Head of Customer Experience to join the MealSuite team. Reporting to the CEO, you’ll be establishing processes and standards to ensure a seamless customer journey. A day in the life as Head, Customer Experience: Apply strong strategic leadership to manage and scale our Customer Experience teams to support a fast-growing customer base Identify opportunities to increase operational efficiency and implement process changes with the goal of reducing project time and driving project success Implement new and innovative approaches to customer support and onboarding/implementation; create goals and KPIs to measure success Build and manage a CX roadmap; report progress and challenges to senior leadership on an ongoing basis and modify roadmap as required Maintain strong interdepartmental relationships to optimize efficiency and improve the overall customer experience Strategize on opportunities to improve the customer journey for our resellers leading to partner satisfaction Apply leadership skills and experience to drive enthusiasm and enable our CX teams to provide customers with a seamless experience If the below describe your knowledge, experience and character, then this role could be for you: I have demonstrable knowledge of best practices for SaaS customer support, onboarding/implementation and CX operations I gained my knowledge through 10+ years of direct experience in SaaS I have scaled a Customer Experience team in a fast-paced growth environment I have managed both individual contributors and people leaders I’m exceptional at identifying inefficiencies and developing solutions I am a talented communicator and presenter and have proven experience getting buy-in from internal and external stakeholders I get most excited about inter-team collaboration and working together toward a common purpose I’m extra passionate about enabling my teams to deliver their best and achieve their personal and professional goals I’m willing to occasionally travel and have a valid passport and no travel restrictions that limit my ability to cross the border between Canada and the USA (and Vietnam if required for role). I thrive in an agile environment that is constantly changing and encourages team members to collectively collaborate and communicate I love to be directly involved in projects and initiatives that offer continued learning and endless opportunity to express my ideas and build my leadership skills We know imposter syndrome can be REAL when applying for a new role, but please don't let the confidence gap prevent you from taking a leap and applying for your dream job. Your future self will thank you! More to love about working at MealSuite: We are passionate people that care about others. The heart of what we do comes down to our mission to Deliver smiles and satisfaction to the continuum of care through an all-in-one foodservice management technology. Learn more about what we do here. We’ve built a progressive culture that values teamwork and innovation. We listen to all voices and entrust team members with tasks that make a significant impact on the communities we serve. We’re growing sustainably. A career with MealSuite offers the innovation and agility of a startup matched with the stability of an established company in a growing industry. We take care of our employees too! Here are just a few of the great things we offer: Unlimited paid time off – yeah, you read that right! We trust our employees to build their own version of balance so they can feel rejuvenated to bring their best every day. Healthcare benefits – extended health, vision, dental, and paramedical coverage, critical illness, life and disability insurance, travel medical insurance, access to Teladoc medical experts, and a discounted gym membership. Hybrid flexibility – we value the collaboration, mentorship and learning that come from physically working next to one another, as well as the benefits that remote work can offer. Work-life balance – this is supported by the fact that more than 90% of current employees agree that their leader supports their wellbeing. An inclusive workplace – women account for 53% of our employees and 58% of people leaders. Participation in our equity program – we’d love for you to share in MealSuite's success as we continue to grow! Opportunities for career development and advancement – we support our employees in pursuing and achieving their professional goals. Purposeful work with a positive community impact – more than 90% of our North American employees agree that the company’s purpose aligns with their personal values. Learn more about our values at MealSuite.com/Careers. Have we got your attention? Great! Here’s what’s next: Apply today with your resume and answers to our application questions. We’ll start reviewing candidates within two weeks of this position being posted and will reach out to you if we’d like to get to know you a bit better. We often get hundreds of applications for our roles (we feel very honoured that so many people are interested!) and try our best to get back to each person. If there’s a delay in our response, please don’t think we’ve forgotten about you. We may be taking our time to thoroughly review each candidate before deciding who to interview. We want to ensure that every qualified individual has an equal opportunity to work with us. If you require accommodation to our application process, please contact hr@mealsuite.com.