Interim Client Support Transformation Lead

Two Circles•Vancouver, BC

About The Position

We are Two Circles, a Sports & Entertainment Marketing business focused on growing audiences and revenues by understanding fans. We partner with clients to help them comprehend and influence fan behavior across spending, event attendance, channel response, and content consumption. Our platforms and services are trusted by over 1000 clients globally, including major organizations like the English Premier League, Red Bull, UEFA, VISA, the NFL, Nike, and Amazon. With over 1000 employees across 15 offices, we serve sports and entertainment businesses worldwide. We are seeking an experienced Client Support Transformation Lead (Interim) for a high-impact, time-bound mandate to stabilize and enhance the performance of our North America client support function. This is a turnaround role focused on 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 position with a clear objective to deliver measurable improvements quickly and establish a stable, scalable, and well-defined support function.

Requirements

Proven experience in Service Management, Service Delivery, Customer Success or similar
Process implementation and improvement across the Operations part of the Service Lifecycle
Quality incident and problem management
Proficient in configuring and administering an ITSM tool like Jira Service Management & ZenDesk
Exceptional ability to communicate with technical and non-technical audiences verbally and in writing, as well as fostering excellent relationships
Project and Business Change Management experience
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.

Nice To Haves

Passion for Service Excellence, with a strong customer focus

Responsibilities

Rapidly run a diagnostic of current client support performance leveraging what has already been done by global lead
Identify key failure points across process, team structure, tooling, and cross-functional dependencies
Stabilize high-risk clients, incidents, and service gaps in the short term
Industrialize performance visibility through reporting, dashboards, and KPIs
Reset and enforce SLAs, KPIs, and service standards with clear ownership and accountability
Drive improvements in response times, resolution quality, and client communication
Assess team capability, structure, and capacity, implementing changes where required, and support search for new region lead
Embed clear governance, prioritisation, and workflow management across the support function
Reduce dependency bottlenecks and improve cross-functional ways of working
Embed ITIL-aligned incident management, ensuring rapid triage, escalation, and resolution of service-impacting issues with clear communication to clients
Establish a problem management practice to identify root causes of recurring incidents and drive permanent fixes in partnership with Product and Engineering
Ensure best use of the engineer led Kanban team ensuring that fixes where suitable are strategic rather than tactical
Work with GTM teams to ensure that support services we sell is achievable and appropriately priced.