Director of Customer Support

Job Summary

A company is looking for a Director of Customer Support to lead the transformation of their support function into a proactive, customer-first experience.

Key Responsibilities

• Oversee and elevate the day-to-day operations of the customer support organization, focusing on resolution speed and quality
• Develop and leverage KPIs to drive improvements in efficiency, resolution quality, and customer satisfaction
• Act as the voice of the customer, collaborating cross-functionally to inform product improvements and process changes

Required Qualifications

• 8+ years in customer support or operations, with at least 3 years managing people managers
• Experience managing outsourced vendor relationships and scaling multi-tier support structures
• Track record of implementing automation and process optimizations to improve cost efficiency
• Strong data-driven mindset with the ability to set and hit performance targets
• Background in a marketplace, ecommerce, or other high volume environments strongly preferred