Director of Customer Support

Job Summary

A company is looking for a Director of Customer Support to lead and scale their customer support function in support of U.S. national security missions.

Key Responsibilities

• Develop and own the customer support strategy aligned with company goals and customer satisfaction
• Build, mentor, and lead a team of customer support engineers while fostering a customer-first culture
• Manage complex customer issues and escalations, partnering with Product and Engineering for resolution

Required Qualifications

• 8+ years of experience in customer support or related function, with 5+ years in a leadership role
• Demonstrated ability to build and scale high-performing support teams in a technology or SaaS environment
• Data-driven mindset with experience using metrics to improve support operations
• Experience supporting on-call or incident response rotations
• Familiarity with support and engineering tools such as Jira and Git-based workflows