Senior Director, Customer Support
New
J
JobgetherSaaS technology
Listing location: US; based in United StatesFull-TimeDirector
SalaryAnnual base salary ranging from $172,816 to $259,224 USD, depending on geographic compensation tier
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Job Details
- Experience
- 8+ years of experience in customer support or customer service, including at least 3 years leading teams at the Manager, Director, or Senior Director level.
- Required Skills
- ZendeskCRM
Requirements
- Bachelor’s degree or equivalent professional experience.
- 8+ years of experience in customer support or customer service.
- At least 3 years leading teams at the Manager, Director, or Senior Director level.
- Experience building, leading, and scaling customer support organizations in SaaS, technology, or other fast-paced environments.
- Track record of operational excellence and using metrics, analytics, customer insights, and business data to shape strategy and deliver improvements.
- Hands-on experience with customer support technologies, including CRM, ticketing, chat, and analytics platforms.
- Experience with platforms such as Zendesk, Salesforce Service Cloud, or Intercom.
- Experience managing global or distributed teams and leading organizations through growth, change, or transformation.
- Experience designing and scaling automation and self-service capabilities, including knowledge bases and chatbots.
- Understanding of Voice of the Customer, Design Thinking, and Lean or Agile support methodologies.
- Advanced degree, relevant certification, or specialized training in customer experience, contact center management, or operations is an advantage.
Responsibilities
- Develop and execute a customer support strategy aligned with business objectives.
- Lead, mentor, and scale customer support teams and support employee development.
- Oversee daily support operations across email, chat, phone, and in-app support.
- Establish, monitor, and communicate support metrics and KPIs, including response times, CSAT, NPS, ticket backlog, and escalation rates.
- Partner with Customer Success, Product, Engineering, Sales, and other stakeholders to translate customer feedback into improvements.
- Analyze support data, customer feedback, and operational trends to identify root causes and improve processes.
- Design and optimize support workflows, technology, knowledge resources, and operating models.
- Oversee training, onboarding, and professional development programs.
- Manage support budgets, resource planning, and external vendor relationships as needed.
- Provide executive oversight for escalated customer issues and critical incidents, and lead automation, self-service, and knowledge management initiatives.
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