Customer Support Director

Job Summary

A company is looking for a Director, Customer Support to lead and grow their global support team.

Key Responsibilities

• Lead and mentor a multi-tiered support team to meet SLAs and customer satisfaction goals
• Own case management processes within Salesforce and optimize high-volume email support workflows
• Handle critical escalations and act as SME for complex issues

Qualifications

• 6-10 years in customer support or service leadership
• Experience managing internal teams and a Business Process Outsourcing (BPO) partner
• Experience managing teams supporting both hardware and software
• Hands-on expertise with Salesforce Service Cloud and email-based support
• Strong track record of meeting SLAs and driving team performance