Director of Customer Support
New
T
Triple WhaleSaaS E-commerce
Remote- USFull-TimeDirector
Salary120,000 - 152,000 USD per year
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Job Details
- Experience
- 8+ years of experience in Customer Support, Customer Experience, or Customer Operations within a SaaS environment; 3+ years of experience leading managers and building high-performing support teams.
- Required Skills
- SQLArtificial IntelligenceSalesforceCustomer supportSaaSHubSpot
Requirements
- 8+ years of experience in Customer Support, Customer Experience, or Customer Operations in SaaS.
- 3+ years of experience leading managers and building support teams.
- Proven experience shipping AI in a support context.
- Built or rebuilt a B2B SaaS support function during hyper-growth.
- Strong understanding of support operations and workforce planning.
- Experience managing support KPIs and operational dashboards.
- Ability to partner effectively with Product and Engineering teams.
- Strong analytical and problem-solving capabilities.
- Familiarity with support platforms like Intercom, HubSpot, or Salesforce.
Responsibilities
- Hire, coach, and develop a high-performing Customer Support org.
- Define how Customer Support scales and build processes without linear headcount growth.
- Design AI-first support workflows and Moby tooling integration.
- Manage and report on support KPIs like CSAT and time-to-resolution.
- Stand up support engineering as a discipline including SQL and API debugging.
- Own end-to-end bug triage and severity modeling.
- Serve as the technical interface to R&D for product feedback.
- Build the knowledge layer and customer education content.
- Model headcount and staffing across US, EMEA, and APAC.
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