Director of Support
New
Based in United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 8+ years of experience in SaaS customer support, technical support, or customer success environments; 5+ years of leadership experience managing high-volume or 24/7 support teams
- Required Skills
- Artificial IntelligenceJiraTechnical supportCustomer SuccessSaaS
Requirements
- 8+ years of experience in SaaS customer support, technical support, or customer success environments
- 5+ years of leadership experience managing high-volume or 24/7 support teams
- Proven track record in coaching and team development
- Hands-on experience with Salesforce Service Cloud and Jira
- Experience implementing or managing AI-driven support tools, chatbots, or automation solutions
- Strong understanding of support KPIs, SLA management, and data-driven operational decision-making
- Experience with conversational AI concepts (prompt engineering, RAG, knowledge base optimization)
- Ability to translate complex support data into actionable insights for product and engineering teams
- Technical aptitude and understanding of SaaS platforms, web systems, and customer-facing tools
- Background in sports, collegiate athletics, or higher education environments preferred
Responsibilities
- Define and manage the overall support strategy, ensuring alignment with customer experience goals and business priorities
- Lead, coach, and develop a distributed support team, fostering accountability, engagement, and continuous professional growth
- Own key performance indicators such as CSAT, FCR, average resolution time, and AI-driven deflection and resolution metrics
- Design and optimize AI-powered support workflows, including chatbot and self-service solutions, to improve efficiency and scalability
- Oversee support platforms and tooling such as ticketing systems, CRM environments, knowledge bases, and escalation workflows
- Manage incident response and communication during outages, ensuring timely updates to customers and stakeholders
- Analyze support data to identify trends, root causes, and opportunities for product and process improvements
- Partner closely with Product and Engineering teams to reduce recurring issues and improve product usability
- Ensure high-quality documentation, knowledge base content, and self-service resources for end users
- Manage support budgets, staffing plans, and operational resources to ensure cost-effective service delivery
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