Senior Director, Customer Support
United StatesFull-TimeDirector
Salary180000 - 210000 USD per year
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Job Details
- Experience
- 10+ years
- Required Skills
- Artificial IntelligenceZendesk
Requirements
- 10+ years of experience in customer support, customer operations, or service leadership roles
- 5+ years in senior leadership positions
- Proven experience managing multi-tier support organizations (Tier 1–3), including enterprise and technical support functions
- Strong background in BPO/vendor management at scale, including performance oversight and operational optimization
- Deep understanding of SaaS environments and high-growth technology organizations
- Strong analytical skills with experience defining, tracking, and improving KPIs, SLAs, and operational metrics
- Demonstrated ability to collaborate effectively with Product, Engineering, and Go-To-Market teams
- Experience implementing support technologies such as Zendesk, Salesforce Service Cloud, or Intercom
- Strong leadership, communication, and stakeholder management skills with a customer-first mindset
- Experience driving automation, AI adoption, or self-service strategies in support environments is highly preferred
- Strong operational and financial awareness, including vendor budgeting and cost optimization
Responsibilities
- Define and execute the global customer support strategy across Tier 1 (BPO), Tier 2 (Enterprise Support), and Tier 3 (Technical Support) functions
- Lead and manage outsourced BPO partnerships, ensuring performance against CSAT, SLA, response times, and quality standards
- Oversee enterprise-level support delivery for high-value customers, ensuring proactive engagement and exceptional service experiences
- Manage escalation workflows and Tier 3 technical support, collaborating with Engineering and Product teams to drive resolution and root cause fixes
- Establish and monitor KPIs, SLAs, dashboards, and operational frameworks to ensure consistent service excellence
- Drive continuous improvement initiatives, including automation, self-service adoption, and AI-driven support optimization
- Partner cross-functionally with Product, Sales, RevOps, and Customer Success to improve customer experience and product quality
- Lead workforce planning, talent development, and organizational design across global support teams
- Ensure strong alignment between support operations and broader business goals, including retention and expansion outcomes
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