Director of Customer Support
New
Remote-first work environment within the United StatesFull-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 SaaS or technology environments; 3+ years of experience managing managers
- Required Skills
- SQLArtificial IntelligenceData AnalysisSalesforceRESTful APIsSaaSHubSpot
Requirements
- 8+ years of experience in Customer Support, Customer Experience, or Customer Operations within SaaS or technology environments
- 3+ years of experience managing managers and leading multi-layer support organizations
- Proven experience building or scaling support functions in high-growth or complex technical product environments
- Strong technical troubleshooting skills, including familiarity with APIs, logs, SQL, integrations, and data-driven systems
- Demonstrated experience implementing AI or automation in support workflows
- Strong understanding of support operations, workforce planning, and service delivery models
- Experience defining and managing support KPIs, dashboards, and performance reporting frameworks
- Strong collaboration skills with Product and Engineering teams
- Excellent communication skills with the ability to handle executive-level escalations
- Familiarity with support tools such as Intercom, Salesforce, HubSpot, or similar platforms
Responsibilities
- Lead, hire, coach, and develop a high-performing Customer Support organization, including support managers, frontline agents, and support engineering resources
- Define and execute the long-term support strategy, building scalable processes, workflows, and systems
- Design and optimize an AI-first support model leveraging automation, triage systems, and LLM-based tools
- Own core support KPIs including CSAT, response time, resolution time, deflection rate, and operational efficiency
- Establish and lead support engineering practices, including technical troubleshooting, log analysis, SQL queries, API debugging, and root cause investigation
- Oversee end-to-end bug triage processes, including severity classification, SLAs, ownership, and reporting
- Partner closely with Product and Engineering to influence roadmap priorities
- Act as the senior escalation point for complex customer and platform issues
- Build and maintain the knowledge ecosystem, including documentation and self-serve resources
- Own workforce planning, staffing models, and global support coverage strategy
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