Find work in Canada.

615,764 jobs across our Canadian network. How we count

Jobs in Canada

25+ jobs

Email me new jobs Save this search

Added 12 mins ago
TC
Restaurant Management | Assistant General Manager | Service Manager
The Canadian Brewhouse
Prince George, BC
- Full-time
Our Team is filled with people who are passionate about providing an above and beyond experience for guests. The goal is to strengthen the Canadian Brewhouse’s reputation with quality…
Added 12 mins ago
LF
Office Coordinator (Part-time, Contract)
LGM Financial Services
Vancouver, BC
- Part-time
LGM is a national leader in providing warranty, finance and insurance services to the Canadian automotive industry. Since 1998, LGM has been successfully supplying quality products and…
Added 12 mins ago
CG
Unit Manager Full Time
Compass Group Canada
Tiverton, ON
- Full-time
…provides general product information while delivering excellent customer service and leading a high-performing…
Added 12 mins ago
NS
Warehouse Labourer
Northern Strands Group of Companies
Saskatoon, SK
- Full-time
Excellence - be a part of an industry leader in quality, safety, & integrity
Added 12 mins ago
CC
Internship - Account Associate II
Computershare Canada
Toronto, ON
- $23.5 CAD / hour
- Full-time
We're a global leader in financial administration with over 11,000 employees across 22 different countries. Our internships offer a structured summer experience for talented undergraduate…
Added 12 mins ago
T
Audit Manager II, Canadian Business Banking and Credit Risk (1242)
TD
Toronto, ON
- Full-time
…and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary…
Added 12 mins ago
CS
Parts Technician
Certified Sales and Rentals
Saskatoon, SK
- Full-time
Excellence - be a part of an industry leader in quality, safety, & integrity
Added 12 mins ago
IG
Senior UX Researcher
Insight Global
Toronto, ON
- $60 to $65 CAD / hour
- Contract
…business. This individual will operate as a senior research leader responsible for leading complex and highly strategic research initiatives that influence product, design, and broader…
Added 12 mins ago
DN
Plant Operator
Dyno Nobel
Corner Brook, NL
- Full-time
Dyno Nobel is a global leader in the commercial explosives industry. We provide innovative blasting solutions and quality explosives products throughout North America, Australia and…
Added 12 mins ago
TT
Project Developer - Turkney
Trane Technologies
AB · Edmonton, AB
- Full-time
Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, it's our responsibility to put the…
Added 12 mins ago
EK
Restaurant Leader
Earls Kitchen + Bar
Calgary, AB
- Part-time
We are looking for a motivated Front of House Leader/Floor Manager to grow our front-of-house leadership team. In this salaried role, you’ll lead shifts, support exceptional guest…
Added 12 mins ago
R-
Senior Merchandise Buyer – Outerwear & Accessories
RCL - Reitmans Canada Ltd/Ltée
Montreal, QC
- Full-time
Own the vision: Build and execute winning strategies for Outerwear and Accessories, identifying opportunities to grow the business and elevate the customer experience.
Added 12 mins ago
E
Site Manager, Services
ENERCON
Dawson Creek, BC
- Full-time
ENERCON, a globally renowned company established in Germany 40 years ago, positions itself as a leader in the wind turbine design and manufacturing industry. Our reputation is built on an…
Added 12 mins ago
L
Sales Associate
LensCrafters
Oshawa, ON
- Part-time
The Sales Associate sets the standard of quality in eye care and eyewear by ensuring every patient and customer has the best experience in every LensCrafters every time. The role of Sales…
Added 12 mins ago
CR
Quality Assurance Manager
Canada Royal Milk
Kingston, ON
- $110,000 to $125,000 CAD / year
- Full-time
Experience serving as primary contact for regulatory inspections (FDA, CFIA or equivalent) and third-party/customer audits.
Added 12 mins ago
R
SharePoint Online Administrator
Raise
Burnaby, BC
- Full-time
Pay Rate: $74.68/hour, depending on experience
Added 12 mins ago
T
Financial Planner - Sherbooke
TD
Sherbrooke, QC
- Full-time
…Every day, we strive to make every interaction, product, and experience remarkably human and refreshingly simple for over 27 million households and businesses in Canada, the United States…
Added 12 mins ago
L
Sales Associate
LensCrafters
Alliston, ON
- Part-time
The Sales Associate sets the standard of quality in eye care and eyewear by ensuring every patient and customer has the best experience in every LensCrafters every time. The role of Sales…
Added 12 mins ago
SH
Acting Store Manager Upper Canada Mall
Sunglass Hut
Newmarket, ON
- Full-time
The Store Manager is an on-the-floor leader, not only performing all store functions, but also acting as a guide and role model for the team. Coaches, develops and inspires the team so that…
Added 12 mins ago
LV
JUNIOR ASSISTANT MANAGER-EN
La Vie En Rose
Aurora, ON
- Full-time
You have previous team management experience in a retail environment;
Added 12 mins 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 12 mins ago
Pharmacy Assistant, L2
CareRx
Oakville, ON
…pharmacy services that make a real difference. As Canada’s trusted leader in specialty pharmacy services for long-term care, retirement and congregate living communities, we are committed…
Added 12 mins ago
Chief Information Officer/Director, Digital Services
The City of Red Deer
Red Deer, AB
Technical Services and Customer Experience: Foster a service-oriented technology culture, strengthening technical support, operational performance and the employee experience through…
Added 12 mins ago
GV
Directeur / Directrice de projet - Construction et mise en service/Project Manager Construction & commissioning
GE Vernova
Brossard, QC
- Full-time
…respect du budget. Le/la candidat(e) idéal(e) possède une vaste expérience en gestion de chantiers, de solides compétences en gestion et la capacité de résoudre les problèmes rapidement et…
Added 13 mins ago
AA
Dealer Representative (Scarborough West)
Assured Automotive
Toronto, ON · Scarborough, ON
- Full-time
…accountability is to provide an exceptional and successful customer experience while handling the collision service needs of Boyd’s partners. The Dealer Rep plays a pivotal role in the…

D2L

VP, Customer Support, Community, and Knowledge

Toronto, ON, Canada
Kitchener, ON, Canada

$145,000 - $180,000 CAD

Apply About employer

Applications open in a new tab.

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.

Apply About employer

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

Report this job