Sign up to access all features of our service.
  • Job search
  • Favorites
  • Create a CV
    New
  • Salaries
  • Subscriptions

Interim Client Support Transformation Lead

Two Circles

We are Two Circles. We are a Sports & Entertainment Marketing business. We grow audiences and revenues. We do that by knowing fans best. We work with clients to help them understand & influence what their fans are doing – the way fans spend their money, the events that fans attend, the channels fans respond to, the content fans watch and more. And we use the understanding this gives us to help our clients grow. Grow their audiences and grow their revenues - both direct to consumer and business to business revenues. Our platforms and services are trusted by over 1000 clients globally, including the English Premier League, Red Bull, UEFA, VISA, the NFL, Nike and Amazon. We are over 1000 people, based out of 15 offices, and we deliver work for sports and entertainment businesses of all shapes and sizes all over the world.

We are seeking an experienced Client Support Transformation Lead (Interim) to take on a high-impact, time-bound mandate to stabilise and improve the performance of our North America client support function,

This is not a steady-state Service Delivery role. You will be responsible for driving a turnaround in performance, addressing structural and cross-functional issues, and implementing fundamental fixes to improve service quality and client experience in the near term.

This is a 6-month interim role with a clear mandate to deliver measurable improvements quickly and leave behind a stable, scalable, and well-defined support function.

Responsibilties

OBJECTIVE : Turnaround North America Client Support (Immediate Impact & Stabilisation)

o Rapidly run a diagnostic of current client support performance leveraging what has already been done by global lead

o Identify key failure points across process, team structure, tooling, and cross-functional dependencies

o Stabilise high-risk clients, incidents, and service gaps in the short term

o Industrialise performance visibility through reporting, dashboards, and KPIs

o Reset and enforce SLAs, KPIs, and service standards with clear ownership and accountability

o Drive improvements in response times, resolution quality, and client communication

o Assess team capability, structure, and capacity, implementing changes where required, and support search for new region lead

o Embed clear governance, prioritisation, and workflow management across the support function

o Reduce dependency bottlenecks and improve cross-functional ways of working

o Embed ITIL-aligned incident management, ensuring rapid triage, escalation, and resolution of service-impacting issues with clear communication to clients

o Establish a problem management practice to identify root causes of recurring incidents and drive permanent fixes in partnership with Product and Engineering

o Ensure best use of the engineer led Kanban team ensuring that fixes where suitable are strategic rather than tactical

o Work with GTM teams to ensure that support services we sell is achievable and appropriately priced.

Requirements

o Proven experience in Service Management, Service Delivery, Customer Success or similar, including:

o Process implementation and improvement across the Operations part of the Service Lifecycle

o Quality incident and problem management

o Passion for Service Excellence, with a strong customer focus

o Proficient in configuring and administering an ITSM tool like Jira Service Management & ZenDesk

o Exceptional ability to communicate with technical and non-technical audiences verbally and in writing, as well as fostering excellent relationships

o Project and Business Change Management experience

o Excellent stakeholder management, being able to be clear with SVP and EVP level staff to ensure that the customer gets the right solution irrespective if it is delivered from engineering, GTM or support.

Vacancy posted 20 days ago
Similar jobs that could be interesting for youBased on the Interim Client Support Transformation Lead in Vancouver, BC vacancy
  • $90k - $115k per year

     ...Job Description Job Title: Lead, Client Experience Job Location: Remote: Must be located...  ...modern technology and embrace digital transformation to achieve their critical business...  ...business needs. Founded in 2018, our company supports clients across Western Canada from... 
    Suggested
    Long term contract
    Full time
    Temporary work
    Remote work
    Monday to friday
    Flexible hours

    IX Solutions Ltd.

    Vancouver, BC
    25 days ago
  •  ...for over four decades, known for our cutting-edge technology and client commitment. IBKR affiliates provide global electronic brokerage...  ...). About Your Team: As a member of the Client Technical Support  team, you will assist clients with inquiries about our range of... 
    Suggested
    Work at office
    Remote work

    Interactive Brokers

    Vancouver, BC
    more than 2 months ago
  •  ...Description Position: Client Operations Manager Reports To...  ..., this role may evolve into leading a regional branch, starting with...  ...the On-Site Client Liaison, supporting seamless coordination between...  ...resolution during commissioning- in support of the Project Manager- not as... 
    Suggested
    Remplacement
    Contract work
    For contractors
    For subcontractor
    Local area

    MacDonald Search Group

    Vancouver, BC
    1 day ago
  •  ...Client Relations Advisor Location: Vancouver BC Employment Type: Full-Time Permanent...  ...iFinance Canada iFinance Canada is a leading Canadian consumer financing company that has...  ...the Iceberg Finance Group we are proud to support customers merchants and partners across... 
    Suggested
    Permanent employment
    Full time
    Work at office

    Iceberg Finance Group

    Vancouver, BC
    7 hours ago
  • $120k - $150k per year

     ...Diligent's Commercial AI Transformation function builds AI agents that...  ...internal processes and to help our clients We care about our people....  ...resources and education to support the education of our team, facilitate...  ...and accountability – to lead with purpose. Our employees... 
    Suggested
    Internship
    Work at office
    Local area
    Visa sponsorship
    Flexible hours

    Diligent Corporation

    Vancouver, BC
    13 days ago
  •  ...growing rapidly, and seeking a passionate professional to join our Client Engineering team in Vancouver as Client Engineer. The Role:...  ...' and partners' developers, architects, business analysts, and support personnel to set up complex technical integrations. Collaborates... 
    Full time

    Glia

    Vancouver, BC
    4 hours ago
  •  ...currently seeking a Production Support Engineer-REMOTE-Vancouver to...  ...business and technology services leader, serving 75% of the Fortune...  ...are committed to accelerating client success and positively impacting...  .... We are one of the world's leading AI and digital infrastructure... 
    Work at office
    Remote work
    Flexible hours
    Weekend work

    NTT DATA Services

    Vancouver, BC
    20 hours ago
  •  ...We are seeking an experienced **Client Success Manager (Mandarin / English)** to manage client relationships and ensure the successful delivery of language, data, and operational programs supporting Mandarin-speaking markets. In this remote independent contractor role, you... 
    For contractors
    Remote work

    Agents Only Technologies Inc.

    Vancouver, BC
    12 days ago
  • $83k - $90k per year

     ...well-being of Canadians. As a leading wealth management organization...  ...an opening for a Supervisor, Client Solutions to join our Client Solutions...  ...Leadership – You lead your team and provide regular...  ...roadblocks, and providing the level of support required for their success.... 
    Job sharing
    Full time
    Internship
    Work at office

    Aviso Wealth

    Vancouver, BC
    21 days ago
  • $20 - $25 per hour

     ...Overview The objective of this role is to cultivate exceptional client relationships, deliver unparalleled service, and achieve individual...  ...at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include company... 
    Hourly pay
    Full time
    Local area

    Delvaux

    Vancouver, BC
    21 days ago
  •  ...isolation. We set high expectations and support you in achieving excellence. We are building...  ...capability, the technology team, and the transformation work that connects both to how the...  ...deliberate capability - not a feature. Lead a capable technology team and create the... 
    Work at office

    Bosa Properties Inc.

    Vancouver, BC
    a month ago
  • $24.5 per hour

    Home Support Worker Lolita Capuyan Location Vancouver, BC Salary 24.50 hourly / 30 hours per week Full time Starts as soon as possible...  ...site environment Non-smoking Work setting Work in employers/client's home Responsibilities: Administer bedside and personal care... 
    Hourly pay
    Full time
    Immediate start

    Lolita Capuyan

    Vancouver, BC
    2 days ago
  • $56k per year

     ...Clio is the global leader in legal AI technology, empowering legal...  ..., and more securely. We are transforming the legal experience for all...  ...are currently seeking Customer Support Specialists to join our...  ...legal professionals and their clients Becoming a product expert;... 
    Permanent employment
    Full time
    Work at office
    Local area
    Flexible hours
    Shift work
    Early shift

    Clio

    Vancouver, BC
    25 days ago
  •  ...ABOUT US Indie Campers is Europe’s leading road trip provider, offering customers the freedom...  ...and fully equipped campervans and RVs. Support & Cleaning Agents are essential in...  ...the natural second-in-command to the City Lead in daily operational continuity.   WHAT... 
    Internship
    Local area
    Flexible hours
    Shift work

    Indie Campers

    Vancouver, BC
    4 hours ago
  • $24.5 per hour

     ...no option to work remotely. Responsibilities Tasks Administer bedside and personal care Administer medications Assist clients with bathing and other aspects of personal hygiene Assist in regular exercise, e.g., walk Feed or assist in feeding Perform... 
    Permanent employment
    Full time
    Remote work

    MOOTHA THAYAPARAN AND SASIKALA THAYAPARAN

    Vancouver, BC
    5 days ago
  • $45k - $60k per year

     ...financial planning company located in Vancouver, has an immediate exciting opportunity for a Client Services Associate who can provide outstanding organizational and administrative support to a Financial Advisory Team. This is an excellent position for someone seeking a high... 
    Full time
    Work at office
    Immediate start
    Remote work

    RGF Integrated Wealth Management

    Vancouver, BC
    18 days ago
  • TEST BOARD this is a test description TEST BOARD
    Full time

    reteam

    Vancouver, BC
    1 day ago
  • $46.2k per year

     ...partnerships and deepexpertiseof a leader in AI and digital transformation. This includes access to WWTs AdvancedTechnology...  ...As a Commercial Inside Sales Client Advisor you will have the...  ...Management of our customers. Partner and support Field Account Executives to deliver... 
    Work at office
    Remote work

    Softchoice

    Vancouver, BC
    7 hours ago
  •  ...DIRECTOR OF CLIENT STRATEGY & PARTNERSHIPS Role Overview: Our client is entering...  ...growth and evolution. As Western Canada's leading Destination Management and Event Production company, they are seeking a strategic leader to help strengthen their commercial engine... 
    Internship

    MacDonald Search Group

    Vancouver, BC
    18 days ago
  • $90k - $100k per year

     ...Business System Support Analyst Vancouver BC(Hybrid) Job Summary...  ...a global mining technology leader where you'll play a pivotal role...  ...improvement and digital transformation initiatives with direct exposure...  ...world We are the world’s leading mining software business bringing... 
    Full time
    Work from home
    Worldwide

    Micromine

    Vancouver, BC
    25 days ago
  • $24.5 per hour

     ...physical location. There is no option to work remotely. Work site environment ~ Non-smoking Work setting ~ Work in employer's/client's home Responsibilities Tasks Administer bedside and personal care Administer medications Assist clients in water (i.... 

    JOCELYN R BAUTISTA

    Vancouver, BC
    6 days ago
  • $30 - $35 per hour

     ...Live Chat Support Specialist (Work from Home) Company: Vena Solutions Location:...  ...the first point of contact for our valued clients, providing exceptional support and guidance...  ...motivated individual to contribute to a leading company in the FinTech space. Responsibilities... 
    Hourly pay
    Full time
    Remote work
    Work from home
    Home office
    Flexible hours

    Qureos Inc

    Vancouver, BC
    7 days ago
  •  ...vision of innovation. The Group, a world leader in the luxury sector, operates in more than...  ...place on the talent and passion of our people leading to their own professional growth. JOB...  ...Brand philosophy and Values to the final Clients guiding them into the world of the Brands.... 

    Prada

    Vancouver, BC
    a month ago
  •  ...it even further. About The Role We're hiring an IT Office Support Specialist to join our operation team based in our Vancouver...  ...office and the lab environment. You will support day-to-day IT needs, lead the rollout of endpoint management tooling, manage hardware... 
    Remplacement
    Full time
    Work at office
    Local area
    Worldwide

    humanoid

    Vancouver, BC
    4 hours ago
  • $24.5 per hour

     ...Optional accommodation available at no charge on a live-in basis. Note: This is NOT a condition of employment Work in employer's/client's home Responsibilities Tasks Administer bedside and personal care Administer medications Assist clients with bathing and... 
    Live In

    THAVENDRAN SINNATHAMBY

    Vancouver, BC
    5 days ago
  • $28 - $36 per hour

     ...Administrative Office Support Assistant - Remote Pay: $28.00 - $36.00 per hour Part-time or Full-time About the Role We are...  ...tracking sheets as instructed Provide structured feedback to support client projects Participate in guided client evaluations and complete... 
    Remote job
    Hourly pay
    Full time
    Part time
    Work at office
    Work from home

    HRS Talent Solutions

    Vancouver, BC
    14 days ago
  •  ...Administer medications Assist clients with bathing and other aspects of personal hygiene Assist in regular exercise, e.g., walk Feed or assist in feeding Launder clothing and household linens Mend clothing and linens Perform light housekeeping and cleaning... 
    Full time

    Puneet Jain

    Vancouver, BC
    26 days ago
  • $25 per hour

    Overview Languages English Education ~ Secondary (high) school graduation certificate Experience 2 years to less than 3 years On site Work must be completed at the physical location. There is no option to work remotely.
    Permanent employment
    Full time
    Remote work

    ZHU HUA YIN

    Vancouver, BC
    6 days ago
  • $33 per hour

     ...users in response to identified difficulties Collect, organize and maintain a problems and solutions log for use by other technical support analysts Participate in the redesign of applications and other software Provide business systems, network and Internet support... 
    Permanent employment
    Full time
    Remote work

    Southside Processing Inc

    Vancouver, BC
    6 days ago
  •  ...athletic trainer a role as a Client Success Manager at VALD could...  ...Client Success team continues to support the client throughout their...  ...Why VALD? VALD is the world leader in musculoskeletal technology,...  ...our team, such as: Industry-leading compensation The opportunity... 
    Remote job
    Full time

    VALD

    Vancouver, BC
    27 days ago

Do you want to receive more vacancies?

Subscribe and receive similar vacancies to Interim Client Support Transformation Lead. Be the first to apply!