Director of Customer Support

New

TekmetricSaaS customer support

Location: Remote, USFull-TimeDirector

Salary not disclosed

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Job Details

Experience: 8+ years of experience in customer support or contact center operations, with 5+ years leading managers or a multi-tier support organization
Required Skills: SalesforceQuality AssuranceZendeskCustomer support

Bring 8+ years of experience in customer support or contact center operations.
Have 5+ years leading managers or a multi-tier support organization.
Demonstrate success improving CSAT and quality through a structured QA program.
Have experience managing support across phone, chat, and email and across Tier 1–3.
Have built career paths, training programs, and coaching frameworks that improve retention and performance.
Use KPIs and dashboards to make data-driven decisions.
Have experience managing a department, including headcount planning and forecasting.
Bring hands-on experience with Salesforce, Zendesk, Intercom, or similar support platforms.
Communicate operational data as leadership-ready insights.
Have a background in SaaS or technology-sector support organizations.
Preferred: experience implementing or optimizing AI and automation in support.
Preferred: experience with QA or conversation intelligence tools such as Gong.
Preferred: experience scaling a support team through rapid growth.
Preferred: familiarity with automotive or other vertical SaaS industries.

Own CSAT and NPS outcomes across phone, chat, email, and AI-assisted support.
Design and improve QA programs for Tier 1–3, including scorecards, calibration sessions, and sampling methods.
Review customer feedback, low-CSAT interactions, and escalations to identify trends and drive corrective action.
Own operational metrics including FCR, AHT, TTR, SLA adherence, backlog, and cost per contact.
Partner with Support Operations on forecasting, staffing, scheduling, and capacity planning.
Define escalation paths, tier definitions, and handoff processes across Tier 1–3.
Hire, onboard, retain, and develop managers, team leads, and frontline agents.
Build career paths, training strategies, coaching practices, and performance management processes.
Develop and execute the support strategy and multi-year roadmap, including headcount planning and organizational design.
Translate support trends and root causes into recommendations for Product, Engineering, Customer Success, and Sales.

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