Senior Director, Customer Support
New
C
CalendlySaaS Technology
RemoteFull-TimeDirector
SalaryTier 1: $207,379 — $259,224 USD; Tier 2: $190,098 — $237,622 USD; Tier 3: $172,816 — $216,020 USD
Apply NowOpens the employer's application page
Job Details
- Experience
- 8+ years of experience in customer support or customer service roles, including 3+ years of people management.
- Required Skills
- Data AnalysisPeople ManagementOperations ManagementSaaSZendeskCRMCustomer support
Requirements
- Bachelor’s degree or equivalent work experience.
- 8+ years of experience in customer support or customer service roles.
- 3+ years of people management at the manager, director, or senior director level.
- Proven track record of building, leading, and scaling customer support teams in SaaS, technology, or fast-paced environments.
- Demonstrated success with operational excellence, using metrics, data, and customer insights to inform strategy.
- Experience with customer support technology platforms, including CRM, ticketing, chat, and analytics tools such as Zendesk, Salesforce Service Cloud, or Intercom.
- Strong leadership, communication, and interpersonal skills.
- Ability to work cross-functionally to drive business outcomes.
- Experience managing global or distributed teams is preferred.
- Advanced degree or relevant certification in customer experience or operations is a plus.
- Change management expertise is preferred.
- Familiarity with knowledge bases, chatbots, Voice of the Customer, and Lean/Agile methodologies is preferred.
Responsibilities
- Develop and execute a customer support strategy aligned with company goals, prioritizing customer satisfaction, retention, and operational excellence.
- Lead, mentor, and scale customer support teams, fostering a culture centered on collaboration, accountability, and continuous improvement.
- Oversee daily operations across support channels, including email, chat, phone, and in-app support, ensuring timely resolution and high-quality interactions.
- Establish, monitor, and report on support metrics and KPIs, such as response times, CSAT, NPS, ticket backlog, and escalation rates.
- Collaborate with cross-functional partners, including Customer Success, Product, Engineering, and Sales, to drive product and support improvements.
- Analyze support data and customer feedback to identify trends, root causes, and opportunities for process improvement.
- Design and optimize workflows, tools, and knowledge resources to support scalability.
- Manage support budgets, resource planning, and vendor relationships as needed.
- Handle escalated customer issues and critical incidents, ensuring prompt resolution.
- Partner cross-functionally to drive initiatives focused on automation, self-service, and proactive support.
View Full Description & ApplyYou'll be redirected to the employer's site
