Director of Customer Support, Canary Technologies
Providing hospitality technology
Open for applications
Providing hospitality technology
101-200 employees
Open for applications
101-200 employees
Company mission
To help hoteliers thrive through innovative software solutions.
Role
Who you are
- A seasoned leader, you understand the essence of stellar customer support and have the acumen to oversee it
- You’re adept at steering teams and optimizing processes in a dynamic environment
- Adept at interpreting data to shape strategies, you prioritize the customer experience, and leverage every touchpoint to enhance it
- Your multifaceted skills make you the torchbearer of our support vision
- BA/BS degree
- 5+ years of leadership experience in Customer Support or Customer Success in a tech/SaaS environment
- Proven track record of driving customer satisfaction and operational efficiencies
- Strong analytical, problem-solving, and decision-making skills
- Expertise with Help Desk systems like Zendesk, Freshdesk, etc
- Familiarity with Salesforce and collaboration software (Slack, Asana, etc.)
- Exceptional interpersonal skills
- Ability to inspire and lead teams
What the job involves
- As the Director of Customer Support, you'll be at the helm of the Customer Operations sector and report directly to one of the co-founders
- As Canary evolves, you'll ensure that our customer support remains robust, efficient, and keeps pace with our trajectory
- In this pivotal role, you'll strategize, oversee, and refine the mechanisms of our support function
- Lead, mentor, and expand the Customer Support team, fostering a culture of excellence
- Set clear objectives and KPIs for the team, ensuring alignment with our company's strategic goals
- Collaborate closely with other departments, especially Product and Engineering, to streamline product improvements based on customer feedback
- Develop and roll out scalable support processes and tools to elevate customer satisfaction and retention
- Analyze support metrics and trends, driving continuous improvements and solutions
- Represent the voice of the customer at the executive level, ensuring that their needs and concerns shape our offerings and strategies
- Evaluate and implement technology solutions like Help Desk systems, ensuring seamless integration and effectiveness
Otta's take
Theo Margolius
COO of Otta
Embracing the modern era, Canary Technologies is dedicated to revolutionizing the hotel industry through digital transformation. Pioneering the field with its mobile web-based Guest Management System and Digital Authorization solutions, Canary aims to rid hotels of outdated technology, enhancing revenue streams by boosting staff productivity and delivering superior guest experiences.
Co-founders Harman and SJ, childhood friends turned business partners, bring a unique blend of expertise to the table, drawing from their extensive background in both hospitality and technology sectors. With the industry already on an upward trajectory, the post-pandemic landscape has further fueled the demand for their solutions, particularly their contactless check-in and checkout offerings.
Despite competition in the sector, Canary has secured significant funding led by F-Prime Capital, enabling rapid expansion and talent acquisition to meet the burgeoning demand for its innovative solutions.
Insights
Company
Funding (last 2 of 4 rounds)
Jun 2024
$50m
SERIES C
Oct 2022
$30m
SERIES B
Total funding: $95.2m
Company benefits
- Our health insurance has you covered on day 1
- Flexible working hours
- Training and career development
- Regular team building events
- A travel stipend for when you stay at Canary hotels
- Internal promotions from within the team
- Kitchen stocked with fruit, snacks, coffee, and more
- We're a diverse and global team
Company values
- We are open, honest & direct: We share what we believe, and we trust each other to do the same
- We do it today, not tomorrow: We pride ourselves on being first movers in our work and in the industry
- We are resourceful: We create more opportunities from what we have and celebrate innovative solutions over flashy ones
- We are true to ourselves: We bring our full selves to work and support each other’s strengths and experiences
- We care: We show up every day committed to achieving Canary's mission
- We make it happen: We relentlessly drive towards results and continually go the extra mile
Company HQ
SoMa, San Francisco, CA
Founders
Harman Singh Narula
(Co-Founder & CEO)Previously founded a custom printed apparel company, The Shirt Guys, LLC. Worked in strategy for Citigroup and Starwood Hotels & Resorts Worldwide, Inc, and as a Management Consultant for Bain & Company.
Satjot "SJ" Sawhney
(Co-Founder)Previously co-founded Mobibolt, Inc and Tapfame before serving as Head of Product at the hospitality technology startup, Stayful.
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