Director Customer Support
New
S
SecurityScorecardCybersecurity
Remote (United States). Employees who live within 75 miles of our Midtown NYC or Downtown Austin office are required to work onsite 1–2 days per week. Employees who live outside a 75-mile radius of both offices are eligible for fully remote work.Full-TimeDirector
Salary$170,000 - $185,000 USD (base plus bonus)
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Job Details
- Required Skills
- PythonData AnalysisSalesforceSnowflakeZendesk
Requirements
- Experience leading a support, customer success, or technical services team with measurable improvements in customer experience metrics.
- Genuine fluency with AI tools in a support context, including scaling AI-assisted triage, drafting, knowledge retrieval, or case deflection.
- Strong analytical instincts, with the ability to dig into case data to find root causes and trends.
- Collaborative, cross-functional operating style to build partnerships with Product, Engineering, and GTM teams.
- Excellent listening skills and comfort in a customer-facing capacity, including joining live calls.
- Clear grasp of how support work connects to revenue outcomes like NRR and GRR.
- Strong people leadership skills in hiring, coaching, and performance management.
- Experience in cybersecurity (preferred).
- Familiarity with support and CS tooling (e.g., Salesforce, ServiceCloud, Zendesk, Zapier, Claude, Snowflake, Python) (preferred).
- Experience building or scaling a support function through a period of growth (preferred).
Responsibilities
- Lead and develop a high-performing support team, building an operating model that uses AI tools to triage, resolve, and route cases faster.
- Identify and remove internal blockers related to tooling, process, staffing, or cross-team handoffs.
- Partner closely with Product on the support roadmap, feeding customer signal into prioritization.
- Analyze support case data to identify patterns and emerging trends, working directly with Engineering to resolve issues at scale.
- Build and maintain an escalation management process that catches risk early.
- Participate in high-value or high-risk customer calls to listen and improve system processes.
- Partner with CSMs and Account teams to align support strategy with account health and expansion.
- Define and track metrics like CSAT, time to resolution, and escalation rate, tying performance to NRR and GRR.
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