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Added 14 hours ago
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Global Lead, Digital Procurement
''
Toronto, ON
- Full-time
- Other
…governing practical use cases that improve automation, decision support, process intelligence, and alignment with McCain’s enterprise AI…
Added 23 hours ago
WH
Lead, WELLTrust Consent & Patient Experience Program
WELL Health Technologies Corp. (TSX: WELL)
Vancouver, BC
- $115,000 to $135,000 CAD / year
- Full-time
…impact health outcomes by leveraging technology to empower and support healthcare practitioners and their patients. WELL is publicly traded on the Toronto Stock Exchange under the symbol…
Added 1 day ago
I
Senior Product Manager - QuickBooks Workforce Solutions Mid Market
Intuit
Toronto, ON
- Full-time
…(2) the employer bank setup journey, including direct deposit enablement, bank verification, and the communications that keep customers moving through it. Both areas sit at the intersection…
Added 1 day ago
K
Consultant, Financial Services-Insurance & Wealth & Asset Management
KPMG
ON · Toronto, Ontario
- Full-time
Support or lead client workstreams across strategy, operations, transformation, and implementation.
Added 1 day ago
K
Senior Consultant, Financial Services-Insurance & Wealth & Asset Management
KPMG
ON · Toronto, Ontario
- Full-time
Support or lead client workstreams across strategy, operations, transformation, and implementation.
Added 1 day ago
A
Senior Compensation Partner, Sales & Marketing
Autodesk
Vancouver, BC · Greater Vancouver Metropolitan Area
- Full-time
Support TA with competitive offer positioning for sales roles, including on-target earnings (OTE), base/commission pay mix, and equity guidelines
Added 1 day ago
A
Senior Compensation Partner, Sales & Marketing
Autodesk
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Support TA with competitive offer positioning for sales roles, including on-target earnings (OTE), base/commission pay mix, and equity guidelines
Added 1 day ago
WH
Lead, WELLTrust Consent & Patient Experience Program
WELL Health Technologies Corp. (TSX: WELL)
Vancouver, BC
- $115,000 to $135,000 CAD / year
- Full-time
…impact health outcomes by leveraging technology to empower and support healthcare practitioners and their patients. WELL is publicly traded on the Toronto Stock Exchange under the symbol…
Added 1 day ago
X
VP, Communications, Brand and Marketing
Xanadu
Toronto, ON
- Full-time
…and product marketing under one leader to build an integrated strategy connecting Xanadu’s mission, technical progress, and commercial priorities with key audiences - including customers,…
Added 1 day ago
Manager, Commercial Expansion
Tailscale
Vancouver, BC
Turn call reviews, role plays, and deal strategy sessions into practical coaching that sharpens skills and supports career growth
Added 1 day ago
MC
Senior Sales Representative - KYC Solutions
Moody's Corporation
Toronto, ON
- Full-time
Collaborative self-starter able to work across sales, product, strategy, and client-facing teams to support complex sales cycles and go-to-market execution
Added 1 day ago
X
VP, Communications, Brand & Marketing
Xanadu
Toronto, ON
- Full-time
…and product marketing under one leader to build an integrated strategy connecting Xanadu’s mission, technical progress, and commercial priorities with key audiences - including customers,…
Added 1 day ago
VP, Customer Support, Community, and Knowledge
D2L
Toronto, ON · Kitchener, ON
The VP of Customer Support, Community, and Knowledge will define and execute a cohesive company strategy for Administration and End-user Support and Community in addition to ensuring high…
Added 1 day ago
TH
Community Enablement Specialist, Video (Askuity division)
The Home Depot Canada
Toronto, ON
- Full-time
The Community Enablement Specialist will plan, develop, and produce scalable content that drives awareness and usage of the Supplier Analytics Program, with a strong focus on video…
Added 1 day ago
SEM Intelligence Specialist
Okanagan College
Kelowna, BC
Working from certified institutional data, the Specialist analyzes, forecasts, and visualizes enrolment data to support evidence-based decisions across recruitment, admissions, conversion,…
Added 1 day ago
A-
Travel Product & Sales Digital Specialist
AMA - Alberta Motor Association
Edmonton, AB
- Full-time
…you’ll advance the online member experience and digital growth strategy within AMA’s Travel division. You’ll be the primary business voice for Travel’s digital initiatives, partnering with…
Added 1 day ago
MT
Senior Product Manager
Meal Ticket
Canada
- Full-time
…judgment, and can translate business needs into a clear product strategy and…
Added 1 day ago
P
Manager, Financial Services, Digital Banking Operations, Consulting
PwC
Toronto, ON
- Full-time
…needs, develop operational strategies, and offer guidance and support to help clients streamline processes, improve productivity, and drive business…
Added 1 day ago
O
Marketing Manager - Calgary, AB
Optiom
Calgary, AB
- Full-time
…partners across Canada, and plan and execute events from pre-event strategy through post-event…
Added 1 day ago
MS
Senior Manager, Sales Enablement and Strategy
Metergy Solutions
Toronto, ON · North York, ON
- $110,000 to $135,000 CAD / year
- Full-time
The Senior Manager, Sales Strategy & Enablement is a strategic and hands-on leader responsible for strengthening how Metergy plans, manages and executes sales across Canada and the United…
Added 1 day ago
ZI
Industry Marketing Specialist
ZenaTech Inc.
Toronto, ON
- Full-time
This role combines market research, positioning, campaign planning, content strategy, sales enablement, and customer insights to drive pipeline growth and market penetration within targeted…
Added 1 day ago
T
AVP, Legal - Technology Enablement, Data Analytics and Reporting
TD
Toronto, ON
- Full-time
The AVP, Legal - Technology Enablement, Data Analytics and Reporting is accountable for establishing and leading an integrated Legal Technology, Data Analytics & Reporting capability to…
Added 1 day ago
GM
Staff Systems Engineering - CoSim Architecture and Virtual Integration
General Motors
Markham, ON
- Full-time
…Toolchain teams on automation, quality gates, and execution enablement rather than owning CI/CD…
Added 1 day ago
KI
Senior Product Manager, AI Innovations Team, Operations Orchestration
Kinaxis Inc.
Canada
- Full-time
Support the creation of the product enablement material that sales, pre-sales and forward-deployed engineers use
Added 1 day ago
NR
AI Forward Deployed Engineer
Norton Rose Fulbright
Montreal, QC
- Full-time
Maintain practical documentation, playbooks, and guidance that support user adoption and effective prompting.

D2L

VP, Customer Support, Community, and Knowledge

Toronto, ON, Canada
Kitchener, ON, Canada

$145,000 - $180,000 CAD

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Job details

Pay: $145,000 - $180,000 CAD
Education: Bachelor’s degree
Experience: 10+ years of experience in customer support, with at least 5 years in a leadership role.
Posting language: English
Posted: Nov 6, 2026

Original job description

D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.

New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.

D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.

D2L has had a singular mission for 25 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.

Every application we receive is personally reviewed by a member of our Talent Acquisition team - yes, a real person looks at your resume! While we use AI tools internally to streamline tasks like meeting notes, summaries, and administrative work, these tools never rank resumes, make hiring decisions, or influence candidate evaluations.

General Description:

The VP of Customer Support, Community, and Knowledge will define and execute a cohesive company strategy for Administration and End-user Support and Community in addition to ensuring high quality and localized content creation of D2L product and services. Our ideal candidate will ensure D2L consistently delivers support that exceeds customers’ expectations, lead a global team with high performance and will contribute to the company achieving revenue and customer retention targets. This leader will work closely with other departmental leaders to enable positive outcomes, operational efficiency and foster a collaborative culture at all levels.

How Will I Make an Impact?:

Performance and People

You will attract, recruit, train and retain top talent; supporting team members growth and development.
You lead by example, showing others what great looks like to up-level your next level of leaders, and so on throughout the org. Nothing is beneath this role.
You are responsible for multiple teams of Admin Support, End User Support, Community, Knowledge and Localization. Ensuring cross-functional collaboration across teams is critical to generating great client outcomes.
You will be responsible for capacity planning, ensuring staffing requirements are met, and making hiring decisions in partnership with leadership team.
Responsibility for allocating budgets across teams to achieve operational target margins.
You will act as a coach and mentor to your Leaders helping them to grow their skills and increase performance over time.
You will provide career path opportunities, give regular feedback, and create a collaborative and open environment.
You’re mindful of driving operational excellence through efficiency, speed to resolution, and acting with urgency while consistently maintaining high customer satisfaction levels.
Act with urgency when high priority customer escalations arise from time to time, and lead from the front in these moments.
You will be responsible for performance management in accordance with company policies and procedures.
You will build relationships and look for opportunities to collaborate and knowledge share with Services, Product Development, Engineering, Sales, Marketing and other Customer Engagement teams
You will help grow and develop new leaders within Global Support, Community and Knowledge and the broader Customer Engagement division.
Previous experience managing a global support organization is required.

People Leadership and Performance

You are passionate about people leadership and leading effective teams.
You will manage a team of D2Lers and champion a high performing culture.
You will connect your team’s day to day accountabilities to D2L’s mission by setting clear objectives and performance expectations with your team members.
You will collaborate through cross-functional teams to accomplish established corporate and team goals and effectively manage relationships with other D2L teams.
Responsible for supporting vision, planning and defining team objectives, and leading execution of objectives.
Work with your peers and leaders to drive productivity, efficiency, and hold team accountable for high quality outcomes on a consistent basis.
Play key role with interviewing, hiring and onboarding new team members. Provide expertise and coaching/mentorship to the team members.
Produce and actively participate in knowledge sharing as well as professional development initiatives.
Present updates to Executive audiences on a regular basis.
Synthesize large amounts of operational data, metrics, KPIs and customer feedback to make operational decisions and support leaders to be more efficient.
You will bring a highly analytics mindset to D2L and be an authoritative subject matter expert on all areas of Customer Support.

Customer Management

You will act as a leadership sponsor (when asked) and escalation point for customers, representing Global Support with prospects and customer executives
You will the achievement of a 85%+ average CSAT score across all channels, with the goal of increasing this baseline over time.
You will define a Community strategy ensuring case deflection results are achieved and that customers leverage high-quality Community assets on an increasing basis over time.
You will innovate within Global Support, Community and Knowledge in order to drive costs down, while providing a phenomenal customer experience
You have experience implementing Artificial Intelligence into key workflows and processes to increase the customer experience and efficiency of overall Support operations.
You have experience optimizing the life-cycle of a support case, and detecting inefficiencies across systems, handoffs and processes to consistently drive down backlog and case aging.
You will model and demonstrate an ability to turn complex and frustrating customer situations into positive outcomes with high satisfaction.

Departmental and Revenue

You will maintain and establish positive relationships with third party support providers ensuring they deliver the same high-quality case management experience (CSAT) within budget (margin achieved)
You are focused on delivering business results and have managed a global Support organization.
You will have departmental budget ownership, collecting and summarizing departmental metrics, operational activities, and other information and communicating these to the rest of the organization.
You will guide your team to effective and efficiently resolve cases, while increasing quality and performance while decreasing the cost of support.
You will be responsible for successful SLA/SLO adherence across all customers.
You will ensure target margins are achieved on a regular basis.
You will be responsible for managing, planning, and reporting on business metrics for the department, including financial, customer satisfaction, and initiative success.
Previous experience with budget ownership is required.

Solutions & Offerings

You will drive innovation and continual process improvement within the department to ensure Global Support, Community and Knowledge delivers industry leading services.
You will proactively look for opportunities to grow the business and provide value to existing customers and prospects through new and improved capabilities and practices across the team.
You will work with your teams to create new solution offerings based on insights from the team, feedback from customers and industry trends.
You will interact with internal and external customer groups at all levels as well as with senior management and executives internally.
You will partner cross functionally to support GTM readiness for new offerings.
You will ensure that ongoing sales enablement is prioritized and delivered effectively.
You will partner with Product Management to find opportunities to improve the product to make Global Support, Community and Knowledge ever more efficient and to provide a phenomenal customer experience.

What you’ll bring to the role:

Bachelor's degree in Business, IT, or related field; MBA preferred.
10+ years of experience in customer support, with at least 5 years in a leadership role.
Proven track record of managing support teams in a SaaS environment.
Experience implementing Artificial Intelligence to drive meaningful business outcomes.
Strong understanding of customer support metrics and data analytics.
Excellent communication and interpersonal skills.
Strategic thinker with strong problem-solving abilities.
Ability to work effectively in a fast-paced, dynamic environment.

Education Recommendations:

Bachelor's degree required; MBA or related graduate degree preferred
Technical and business-related degrees considered ideal

The expected base salary range for a new hire in this role is listed below. The annualized base salary offered is determined by each candidate’s relevant knowledge, skills, education, training and experience. It is aligned to ensure both internal and external competitiveness using market data for the geographic location and industry. As part of the total compensation at D2L the role may be eligible for additional benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more.

Base Salary Range

$145,000 - $180,000 CAD

Don’t meet every single requirement? We strongly encourage you to still apply! At D2L, we are committed to creating a diverse and inclusive environment. We encourage your application even if you don't believe you meet every single qualification outlined, because we love to help our people grow and develop!

Why we're awesome:

At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following through #LifeAtD2L:

Impactful work transforming the way the world learns
Flexible work arrangements
Learning and Growth opportunities
Tuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program
2 Paid Days off for SkillsWave-related activities like exams or final assignments
Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
Retirement planning
2 Paid Volunteer Days
Competitive Benefits Package
Home Internet Reimbursements
Employee Referral Program
Wellness Reimbursement
Employee Recognition
Social Events
Dog Friendly Offices Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.

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More about this job

Responsibilities

The VP of Customer Support will define and execute a cohesive strategy for end-user support, community engagement, and content creation. They will lead a global team to achieve revenue and retention targets while driving operational efficiency and innovation through AI integration.

Requirements

Candidates must possess a bachelor's degree and at least 10 years of experience in customer support, including 5 years in a leadership role. A proven track record in a SaaS environment and strong analytical skills are required.

Skills

Customer Support
Leadership
SaaS
Artificial Intelligence
Data Analytics
Strategic Planning
Budget Management
Cross-functional Collaboration
Performance Management
Community Strategy
Knowledge Management
Localization
Operational Excellence
SLA Management
Communication Skills
Problem-solving

Benefits

Wellness Subsidy
Equity Grants
Variable Incentive
Tuition Reimbursement
Mental Health Services
Retirement Planning
Volunteer Days
Home Internet Reimbursement
Employee Referral Program
Employee Recognition

Visa sponsorship

Not detected in the job text

Hiring contact

Al Patel

Keywords

SaaS
Customer Support
Artificial Intelligence
Community Management
Knowledge Management
Localization
Operational Efficiency
Data Analytics
KPIs
Budget Ownership
SLA
SLO
CSAT
Leadership
Strategy
Cloud Computing
Education Technology
GTM Readiness
Sales Enablement
Product Management
Capacity Planning
Performance Management
Mentorship
Business Intelligence
Customer Engagement

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