Customer Support Director

Job Summary

A company is looking for a Customer Support Director to lead its centralized support organization.

Key Responsibilities

• Lead the creation and continuous improvement of a centralized customer support function
• Generate reports and analyze data to drive enhancements in product and support performance
• Hire, develop, and lead a high-performing team focused on customer satisfaction

Required Qualifications and Experience

• 5+ years of experience leading support for B2B SaaS products with complex enterprise clients
• Proven track record in building support organizations, including structure, workflows, and SLAs
• Deep knowledge of SaaS support best practices and escalation management
• Hands-on experience with support tools like Freshdesk, Zendesk, or Jira
• Experience hiring and leading high-performing, distributed teams