Director of Customer Support

Job Summary

A company is looking for a Director of Support to lead and scale a global customer support team.

Key Responsibilities

• Set and scale the operational strategy for global omni-channel support to ensure high-quality customer experiences
• Develop frontline leaders and optimize team structure while aligning KPIs with business goals
• Act as a strategic partner to Product and Engineering, translating customer feedback into actionable insights

Required Qualifications

• Experience managing global, multi-tiered customer support teams in a high-growth tech environment
• Proven ability to scale support operations while maintaining service quality and team morale
• Deep understanding of support systems and tools, including performance metrics and QA standards
• Experience managing vendor or BPO relationships, particularly with automation support partners
• Data-driven with a track record of influencing product development in previous roles