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Head of Client Experience

Location: Hybrid –  Vancouver, BC 
Department: Client Services 
Reports To: VP of Ops 
Employment Type: Full-Time, new headcount 

Salary $90-100K + bonus annually 

Role Overview 

The Head of Client Experience is responsible for the end-to-end customer support experience after go-live, ensuring customers receive timely, high-quality, and scalable service across Onboarding, Client Services, and Technical Solutions. This role owns service delivery, operational excellence, and continuous improvement for how customers are supported on the Uplifter platform. 

As a senior leader within Operations, the Head of Client Services balances people leadership, process design, and cross-functional collaboration to deliver a consistent and trusted client experience for clubs, events, and sport organizations of all sizes. The team you oversee will include Customer Support, Technical Solutions, Communication/Documentation

Why This Role Matters 

The Head of Client Services ensures customers are supported long after implementation. By owning service quality, technical excellence, and self-serve enablement, this role directly impacts customer satisfaction, retention, and the company’s ability to scale sustainably

Key Responsibilities 

Client Services Strategy & Delivery 

• Own the overall customer support and service delivery strategy post–go-live, ensuring alignment with company goals and customer expectations.
• Oversee Customer Support operations, including case management, service levels, escalation handling, and quality assurance. 
• Lead Technical Solutions to support complex customer configurations, integrations, data issues, and advanced troubleshooting.
• Ensure a seamless experience for customers as they move from onboarding into ongoing support. 

Team Leadership & Development 

• Lead and develop managers and senior individual contributors across Customer Support and Technical Solutions. 
• Establish clear roles, responsibilities, and career paths across Client Services teams.
• Set performance expectations, coaching frameworks, and success metrics for teams and leaders.
• Foster a customer-first culture grounded in accountability, empathy, and operational discipline. 

Documentation & Enablement 

• Own customer-facing documentation, including help centre content, implementation guides, and best practices.
• Ensure documentation is accurate, accessible, and aligned with current product capabilities and support workflows.
• Partner with Product and Operations to continuously improve self-serve resources and reduce support friction. 

Operational Excellence & Scaling 

• Define and track service-level metrics (e.g., response times, resolution times, CSAT) and use data to drive improvement. 
• Identify trends in support volume, root causes, and recurring issues, and drive cross-functional solutions.
• Build scalable support models, workflows, and tooling to support company growth.
• Ensure compliance with security, regulatory, and operational standards relevant to customer support.

Cross-Functional Collaboration 

• Partner closely with Product to influence roadmap prioritization based on customer feedback and support trends.
• Collaborate with Sales, Onboarding, and Technical Solutions to ensure smooth transitions, clear expectations, and aligned service models.
• Act as the senior escalation point for high-impact customer issues. 

Customer Advocacy & Retention 

• Represent the voice of the customer internally, ensuring insights from support and technical teams inform decisions.
• Support strategic accounts, renewals, and complex customer conversations as needed.
• Drive continuous improvement in customer satisfaction, retention, and long-term platform adoption. 

What You’ll Bring

• 7+ years of experience in Client Services, Customer Support, or Operations leadership within a SaaS or technology environment. 
• Proven experience leading multi-disciplinary teams, including support and technical roles.
• Strong operational mindset with experience building and scaling support processes.
• Ability to balance empathy for customers with accountability and performance management.
• Experience working with configurable SaaS platforms, integrations, or technical troubleshooting is a strong asset.
• Experience supporting membership-based, event-driven, or sports organizations is a plus.

Why You’ll Love Working at Uplifter

• Competitive compensation  $90-100K  annually based on Experience  + Performance bonus   
• Health benefits after 90 days
• 15 vacation days
• 5 Sick days
• Mission-driven company helping grow sport participation across North America.
• Great Mentorship