Director of Customer Support

New

JobgetherIndustrial technology

Based in the United StatesFull-TimeDirector

SalaryAnnual base salary ranging from $146,000 to $183,000

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Job Details

Experience: 8+ years of experience in customer support or technical support; 4+ years of director-level leadership experience; at least 2 years of direct accountability for SLAs, CSAT, and/or support quality metrics; at least 2 years of experience leading distributed, remote, shift-based, or follow-the-sun teams.
Required Skills: Technical supportCustomer support

Have 8+ years of experience in customer support or technical support.
Have 4+ years of director-level leadership experience managing organizations of 15+ employees across multiple supervisory levels.
Have at least 2 years of direct accountability for SLAs, CSAT, and/or support quality metrics.
Bring 3+ years of experience in SaaS, HaaS, IoT, predictive maintenance, manufacturing, or another technical B2B industry; this experience is strongly preferred.
Demonstrate success building and scaling support organizations, recruiting talent, developing managers, and establishing accountability.
Show measurable improvements in customer satisfaction, SLA compliance, resolution times, and first-contact resolution.
Have at least 2 years of experience leading distributed, remote, shift-based, or follow-the-sun teams; Mexico or Latin America support experience is an advantage.
Understand incident management, hardware or software troubleshooting, connected devices, and technical diagnostics.
Be familiar with AI-powered support solutions, workflow automation, data analytics, and technology-enabled service optimization.
Have experience designing operational processes for high-volume incoming requests while maintaining service quality.
Be able to interpret field data and translate technical findings into actionable discussions with Engineering and Product.
Demonstrate analytical decision-making, executive presentation, organizational change, and cross-functional collaboration skills.

Lead the development of Tier 1 and Tier 2 support teams, defining responsibilities, staffing, shift coverage, and operating standards.
Set performance metrics and objectives, conduct quality reviews, coach managers and team leads, and report results to executive leadership.
Own support quality, customer effort, service performance, and improvements to resolution times, repeat contacts, and ticket volumes.
Oversee critical incident escalations, Severity 1 events, strategic customer accounts, and executive incident reviews.
Partner with Hardware, Engineering, and Field Operations to investigate recurring issues, identify root causes, and implement corrective actions.
Develop support procedures, operational playbooks, standard operating procedures, knowledge resources, and employee training.
Lead support technology and AI adoption, including ticketing systems, knowledge platforms, remote diagnostics, AI-powered triage, and agent assistance.
Translate customer feedback and recurring issues into product and reliability priorities with Product and Engineering.
Lead support coverage across Mexico and Latin America, including localized language capabilities and follow-the-sun support models.
Co-own operating plans and headcount planning, and present support reviews and ticket trend analysis to executive leadership.

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