Guillaume Gingras

I'm a results-driven technology leader with nearly 20 years of experience transforming customer support operations across the tech industry. Throughout my career, I've built and inspired high-performing teams while leading transformative initiatives in cloud-based IT services, healthcare technology, and digital media platforms. My leadership philosophy is rooted in tenacity and thoroughness—I dig deep to uncover the root causes of problems and develop lasting solutions to resolve them.

My journey in customer support began in 2007 as a support representative at Triton Digital, where I learned the fundamentals of working with customers and discovered my passion for delivering exceptional service. Driven by my desire to always innovate, improve the customer experience, and be the best, I rapidly advanced to Director within just two and a half years.

During my decade as Director of Technical Support at Triton Digital, I developed a team of customer-facing professionals by cultivating a culture centered on knowledge sharing and continuous improvement. I equipped my team with the necessary tools and resources, then empowered them with the autonomy to find their own solutions within clearly defined parameters. This trust-based leadership approach built ownership, encouraged innovation, and enabled my team to thrive. I led initiatives that transformed our operations, including implementing a learning management system (LMS), deploying a new ticketing system, and establishing comprehensive metrics and monitoring frameworks. Managing a 24/7 global support team across multiple time zones, I partnered closely with product and sales teams to enhance customer satisfaction and develop innovative tools for technical issue identification, resolution, and prevention.

This leadership approach—empowering teams with the resources and freedom to excel within clear boundaries—has remained a constant throughout my career. As Director of Innovation at Sherweb, I spearheaded the complete transformation of training programs and implemented quality assurance systems for technical support teams exceeding 100 agents. Later, as VP of Partner Integrations and Client Services at Azerion North America, I executed comprehensive partnership strategies that drove revenue growth while improving integration resolution times by over 50%.

Most recently, as Director of Client Support at LGI Healthcare Solutions, I oversaw mission-critical support operations for healthcare practitioners, leading departmental transformation initiatives that enhanced processes, tools, and workflows.

I also hold a Google Gen AI Leader certificate, a Google Cloud Leader certification, and completed professional communication training at McGill University. I am currently acquiring new knowledge and skills for my next professional challenge.

Based in Eastman, Quebec, I'm passionate about emerging technologies and enjoy traveling, snowboarding, hiking, diving, and woodworking in my free time.