Resolver is a high-growth SaaS company whose intuitive, no-code platform gives our customers a clear picture of their risks so they can make quick and effective decisions. As a part of the Resolver team, your work will help transform risk management to risk intelligence so organizations can protect people and assets and deliver on their purpose.

We are ambitious in both our mission and our culture. As a business within Kroll, we offer an innovative, non-hierarchical work environment blended with the stability and financial security of an enterprise. Resolver has also been named one of Canada’s Great Places to Work six years in a row!

• Lead the Application Support team, setting clear objectives and facilitating the achievement of team OKRs
• Provide up-training opportunities to empower the team and strengthen their skill sets, contributing to the creation of a best-in-class support operation
• Partner with the Directo of Support to establish and execute continuous improvement initiatives, ensuring operational excellence and customer satisfaction.
• Motivate and engage the team to go beyond performance expectations, driving high levels of morale and productivity
• Maintain up to date development goals for each team member and conduct monthly 1:1 meeting to provide guidance and feedback.
• Mentor and coach team members to help them achieve key results and develop in their roles
• Work closely with individual team members to create personalized learning and career development plans, advancing their skills and fostering growth within the company.

• Strategic Oversight & Planning: Collaborate with senior leadership to align customer service objectives with company-wide goals. Ensure the department’s initiatives support the organization’s vision, scaling customer service capabilities as the company grows.
  • Process Optimization & Technology Advancements: Identify opportunities for operational efficiencies and innovation in customer support workflows. Evaluate and implement new tools and technologies that enhance the team’s ability to deliver exceptional customer service, ensuring all processes are scalable and future-proof.
  • Data-Driven Decision Making: Utilize data and customer feedback to analyze trends, identify root causes of recurring issues, and develop strategies to reduce customer friction and improve satisfaction. Ensure key performance indicators (KPIs) and service-level agreements (SLAs) are met or exceeded.
  • Cross-Functional Collaboration: Partner with Product, Engineering, and other departments to ensure seamless customer experiences. Provide feedback on product performance, report emerging customer issues, and contribute to feature improvements and service enhancements.
  • Escalation & Critical Issue Management: Oversee high-priority escalations, ensuring that complex or sensitive customer issues are resolved promptly and to the customer’s satisfaction. Use these opportunities to drive improvements in processes and train the team in handling challenging cases.

• Extensive Experience in a customer service, support, or technical operations leadership role, ideally within a B2B SaaS or technology company.
• Bachelor’s Degree in a related field (e.g., Business Administration, Computer Science, Engineering) – an advanced degree is a plus.
• Proven Leadership Experience in managing and developing high-performing teams, with a focus on coaching, mentoring, and achieving team success.
• Strong Strategic & Operational Expertise with a track record of implementing scalable processes, technology solutions, and continuous improvement initiatives.
• Exceptional Communication Skills (both written and verbal), with the ability to influence at all levels of the organization.
• Deep Knowledge of SaaS/Software Industry trends, customer service tools, and best practices for driving customer satisfaction and loyalty.
• Experience in Cross-Functional Collaboration, working closely with product, engineering, and other departments to drive customer-centric solutions.
• Data-Driven Decision Making – Strong analytical skills to assess KPIs, derive insights, and inform business strategies.
• Experience with Advanced Customer Support Technologies (e.g., CRM systems, AI-driven support tools, ticketing platforms)