Director of Customer Support & Success Job Posting
For Rycor Solutions
Location: Downtown Vancouver, BC (in-office)
· Full-time · Reports directly to the CEO
About Rycor
For more than 25 years, Rycor has built administrative and billing software for K-12 school districts across North America. Our SaaS platform manages fees for over a million students, bills parents, collects millions of dollars in payments, and gives districts the automation, forms, and reporting they rely on every single day. Our clients range from small districts to some of the largest on the continent.
The Opportunity
This is a build role with a well-established team. Rycor is preparing for its next phase of growth. New products are on the way, and we're making a deliberate investment: building the support, training, and onboarding systems to align with our new platform. Our goal is simple and ambitious: the best premium support experience in K-12 software. We're hiring the leader who will design it, build it, and run it.
You'll lead our close-knit support and success team — and grow it with exceptional people as we methodically scale. You'll hold a mandate to define how we work: build the processes, set clear standards and goals, create the programs, and elevate every single client touchpoint — the tone of an email, the energy and polish of a training video, what's on camera and in the background, how a check-in call feels. Nothing is too small to be intentional.
If you've ever looked at a support organization and thought, "I know exactly how this should run," this is your chance to prove it — with genuine autonomy and direct backing from the CEO. This is not a caretaker role. It's for someone who wants to build something they're proud of.
What You'll Build
· Processes, structure, and standards for our team— clear procedures, defined roles, and quality expectations so every client gets a consistent, excellent experience every time
· Client onboarding — a defined, repeatable path from signed contract to a confident, self-sufficient district
· Staff onboarding and training — a genuine internal academy so every team member knows the product deeply and can resolve issues in a single touch
· Customer certification — certify clients on platform capabilities, celebrate graduates, and turn power users into champions
· A video content engine — a robust library of short, polished, to-the-point videos covering every feature and workflow
· A knowledge base clients love — organized, current, searchable
· Proactive client check-ins — especially for our largest districts, who expect sophisticated, white-glove service
· An exceptional, growing team — recruit, hire, and develop outstanding support and success talent as we scale
What You'll Own
· Leadership of the support and success team: goal setting, coaching, performance management — and hiring the next wave of exceptional people
· The full post-sale client experience: onboarding, support, training, escalations, and account health
· Metrics and accountability: define the KPIs (CSAT, first-contact resolution, resolution time, onboarding time-to-value, ticket deflection), report on them to the CEO, and manage the team to them
· Quality across every touchpoint: written tone, on-camera presence, presentation polish, client-facing energy
· The tooling stack: ticketing, knowledge base, certification/LMS, and video production
How We'll Measure Success
Within the first year: a live certification program with celebrated graduates, a substantial video library, daily training humming, fast single-touch resolutions, clear team goals with visible accountability, a motivated team performing to an exceptionally high bar — and clients, including our biggest districts, who rave about the experience.
Who You Are
· 7+ years in customer support/success for B2B software, including 3+ years leading teams
· A builder: you've created onboarding, training, certification, or content programs from scratch — not just maintained ones someone else built
· A talent magnet: you know how to attract, assess, land and keep exceptional people
· A high-accountability leader: you set clear expectations, measure against them, have direct conversations early, and make the hard calls when standards aren't met
· Creative and high-energy: you sweat the details others miss — how an email opens, what's in the frame of a video, how a session feels
· Self-directed: you don't wait to be told what to do; you show up with the plan
· A strong writer and communicator, comfortable on camera, training large groups in person or by video and able to coach others to be great communicators
· Data-driven: fluent in support metrics and experienced in moving them
Nice to Have
· Experience in K-12/edtech, govtech, or serving institutional clients with complex needs
· Experience with billing, payments, or financial software
· Experience producing video content or standing up an LMS/certification program
· Experience preparing a support/success organization for rapid growth — or scaling one through it
Why Rycor?
Rycor is committed to an exceptional, collaborative company culture — you'll join a dynamic group of genuinely friendly, talented teammates who will help and encourage you to grow. And the work matters: our mission is driving innovation in K-12 education, delivering automation, payment processing, and solutions to schools and districts across North America that generate the best outcomes for students and teachers by saving administrations an unrivaled amount of time and money. You can put better education within everyone's reach — and do the most important work of your career.
This is an in-office role at our bright and open space in downtown Vancouver, BC — centrally located near shops and restaurants, with easy access by public transit.
Rycor Solutions is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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How to apply:
Please send your resume with a short cover letter outlining the best support program you've ever built or have been a member of. Please send to [email protected]
Pay: $120,000.00-$160,000.00 per year
Benefits:
- Casual dress
- Dental care
- Extended health care
- On-site gym
- On-site parking
- Paid time off
Work Location: In person
