Director of Customer Support

8+ years of experience in customer support, customer success, or a related function 5+ years in a people-leadership role Demonstrated ability to build and scale high-performing support teams in a technology or SaaS environment Strong customer empathy paired with sound judgment and the ability to resolve complex issues efficiently Excellent written and verbal communication skills Data-driven mindset with experience using metrics and analytics Proven ability to operate effectively in fast-paced, ambiguous environments Experience supporting on-call or incident response rotations Familiarity with support and engineering tools such as Jira, Git-based workflows, and reporting platforms U.S. citizenship

Develop and own the customer support strategy Build, mentor, and lead a team of customer support engineers Establish and enforce high standards for customer communication Manage complex customer issues and escalations Design, implement, and continuously improve support workflows Define, track, and report on key performance indicators Own workforce planning and resourcing Evaluate, implement, and optimize customer support tools and systems Partner cross-functionally with Product, Sales, Engineering, and Mission Success Analyze customer trends and recurring issues Oversee technical support contributions during customer onboarding and deployments Coordinate support resources across multiple concurrent customer projects