Director of Customer Support

Posted about 2 months agoViewed

Eastern Time ZoneFull-TimeSaaS

Company:

Location:Eastern Time Zone, EST

Languages:English

Seniority level:Director, 10+ years

Experience:10+ years

Skills:

LeadershipArtificial IntelligenceMachine LearningPeople ManagementJiraCross-functional Team LeadershipOperations ManagementAgile methodologiesChange ManagementSaaSProcess improvementCustomer support

Requirements:

10+ years of customer support/service operations experience within the SaaS industry 5+ years in global leadership roles Experience managing globally distributed teams, including contractors Proven success leading customer support teams for a SaaS product suite or multiple software products Hands-on experience with Zendesk (or similar platforms) Track record of driving organizational change, influencing cross-functional teams, and championing customer-first thinking Strong operational and people leadership Empathetic and emotionally aware leader

Responsibilities:

Lead a global, matrixed support organization of ~20 team members Deliver consistency at scale by standardizing service delivery across multiple products and regions Design and implement support strategies blending human connection with automation and AI Be a visible, proactive change agent, solving cross-functional blockers Instill a culture of accountability and action Champion process optimization using tools like Zendesk Drive AI enablement within the support team Establish and exceed KPIs (CSAT, NPS, first-response and resolution times, backlog reduction) Serve as a strategic advisor and voice of the customer