This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Customer Support based in United States.
This role is a high-impact leadership position responsible for building and scaling a next-generation Customer Support organization in a fast-growing SaaS environment. You will own the systems, people, and processes that ensure customers receive fast, accurate, and technically rigorous support across a complex data-driven platform. Operating at the intersection of support, engineering, and product, you will help translate complex technical issues into clear resolutions while improving product quality and customer experience. The environment is fast-paced, highly analytical, and deeply collaborative, requiring both strategic vision and hands-on execution. You will lead the transformation of support into a proactive, AI-augmented function that drives measurable business value. This is a builder role where your work directly shapes customer trust, operational efficiency, and product feedback loops.
Accountabilities:
In this role, you will be responsible for building and scaling a world-class Customer Support organization that blends technical depth, operational excellence, and AI-driven efficiency. You will define the strategy, structure, and systems that allow support to scale alongside rapid company growth while improving customer outcomes.
- Lead, hire, coach, and develop a high-performing Customer Support organization, including support managers, frontline agents, and support engineering resources
- Define and execute the long-term support strategy, building scalable processes, workflows, and systems to enable efficient growth
- Design and optimize an AI-first support model leveraging automation, triage systems, and LLM-based tools to improve deflection and resolution speed
- Own core support KPIs including CSAT, response time, resolution time, deflection rate, and operational efficiency metrics
- Establish and lead support engineering practices, including technical troubleshooting, log analysis, SQL queries, API debugging, and root cause investigation
- Oversee end-to-end bug triage processes, including severity classification, SLAs, ownership, and reporting to leadership
- Partner closely with Product and Engineering to influence roadmap priorities based on customer insights and recurring issues
- Act as the senior escalation point for complex customer and platform issues, ensuring timely and high-quality resolution
- Build and maintain the knowledge ecosystem, including documentation, self-serve resources, and AI-powered customer education tools
- Own workforce planning, staffing models, and global support coverage strategy across multiple regions
- Foster a high-performance culture focused on accountability, customer obsession, and continuous improvement
Requirements:
This position requires deep experience in customer support leadership within a SaaS environment, combined with strong technical fluency and a track record of scaling support operations in high-growth organizations. The ideal candidate is both strategic and hands-on, capable of leading teams while directly engaging with complex technical problems.
- 8+ years of experience in Customer Support, Customer Experience, or Customer Operations within SaaS or technology environments
- 3+ years of experience managing managers and leading multi-layer support organizations
- Proven experience building or scaling support functions in high-growth or complex technical product environments
- Strong technical troubleshooting skills, including familiarity with APIs, logs, SQL, integrations, and data-driven systems
- Demonstrated experience implementing AI or automation in support workflows, including measurable impact on deflection and efficiency
- Strong understanding of support operations, workforce planning, and service delivery models
- Experience defining and managing support KPIs, dashboards, and performance reporting frameworks
- Strong collaboration skills with Product and Engineering teams to drive product improvements
- Excellent communication skills with the ability to handle executive-level escalations and cross-functional alignment
- Experience in analytics, martech, fintech, or e-commerce platforms is highly preferred
- Familiarity with support tools such as Intercom, Salesforce, HubSpot, or similar platforms
- Strong leadership, coaching, and organizational development capabilities in fast-paced environments
Benefits:
The role offers a competitive compensation package and strong benefits designed to support wellbeing, flexibility, and professional growth.
- Base salary range of $120,000 to $152,000
- Remote-first work environment within the United States
- Opportunity to build and scale a mission-critical global support organization
- Strong exposure to AI-driven systems and next-generation support tooling
- Career growth opportunities in a rapidly scaling SaaS company
- Collaborative, high-performance culture focused on innovation and impact
- Equal opportunity workplace with a strong commitment to inclusion