Director, Support Delivery
Inactive
USFull-TimeDirector
This job is no longer active. We keep the page for reference, but the employer may not accept new applications.
Salary135,000 - 158,000 USD per year
Job Details
- Experience
- 7+ years of experience in customer support or technical support leadership, including at least 3 years in a director-level role.
- Required Skills
- CoachingSaaS
Requirements
- 7+ years of experience in customer support or technical support leadership, including at least 3 years in a director-level role.
- Proven experience leading multi-tier support organizations in SaaS, healthcare technology, or other complex technical environments.
- Strong track record of building high-performing teams through coaching, competency frameworks, and performance accountability.
- Experience designing and owning escalation frameworks and structured support resolution processes.
- Demonstrated ability to partner with Product teams on escalation management, bug triage, and feedback loops.
- Experience owning and improving customer-facing quality metrics such as CSAT, QA scores, and resolution rates.
- Comfort operating in fast-changing environments while building scalable systems and processes.
- Active use of AI tools in professional workflows to improve efficiency and support operations.
- Bachelor’s degree required.
Responsibilities
- Own agent performance outcomes across Tier 1–4 Support and Solutions Specialist teams, ensuring consistent execution and accountability.
- Lead and develop managers and team leads, fostering a structured coaching culture based on defined competency standards.
- Drive customer experience quality outcomes including CSAT, QA scores, reopen rates, and escalation performance.
- Design and maintain escalation frameworks with clear triage rules, ownership structures, and SLA expectations.
- Partner with Product teams to manage escalation intelligence, Customer Product Reporting, and feedback loops that influence roadmap priorities.
- Collaborate with Learning and Development to translate quality insights into targeted enablement and certification programs.
- Oversee agent advancement and capability development through structured performance calibration and career progression frameworks.
- Ensure continuous improvement of support operations, balancing efficiency, scalability, and customer impact.